Customer Service Supervisor
The Customer Service Supervisor will oversee the patient balance collections activities of the organization for clients across 17 States.
Reports to: Directors of Operations
Type: Non-Exempt
Schedule: Monday-Friday 7:30-4:00/8:30-5:00
Objective: The Customer Service Supervisor will oversee the patient balance collections activities of the organization for clients across 17 States.
Overview
The Customer Service Supervisor will oversee the patient balance collections activities of the organization for clients across 17 States. The department is the point of contact for patient calls and questions, conducting patient outreach for payment, and managing early out agency placements. The manager will oversee patient account collections for our clients by leading the team to be focused on customer service using a data driven approach.
Anesthesia Resources, LLC (ARLLC) is a specialized Anesthesia Practice Management and Revenue Cycle company that produces results that are critical to the financial health of anesthesia organizations. We create customized financial solutions for our clients then implement them with a precision that generates unmatched financial results. Providing quality business management resulting in higher reimbursement for ARLLC customers.
Our Culture, we have a vision to be “the performance-driven, trusted anesthesia business partner”. Our core values consist of personally invested individuals who model the definition of professionalism; allowing us to conduct our business with integrity, teamwork, accountability, and displaying an exceptional work ethic. Our team is detail oriented, which translates into unmatched results for our customers. We believe honesty and teamwork is the hallmark to our success. We desire to provide an environment that is engaging and an enjoyable place to work.
Primary Responsibilities:
- Manages a nearshore team of representatives and ensures they comply with company guidelines particularly related to quality of service
- Monitors or reviews calls or other correspondence between representatives and customers
- Ensures that representatives are informed about policy changes
- Collects data and prepares reports on customer complaints and inquiries
- Prepares monthly reports summarizing the assigned customer service team performance
- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Directors or other appropriate staff
- Research and implement improvements for customer service functions
- Assists with budget preparation for the Customer Service department
- Leverage technology to improve collection rates
- Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services
- Ensures that appropriate actions are taken to resolve customers problems and concerns
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
- Performs other related duties as assigned
Performance Requirements:
- Excellent management and supervisory skills
- Excellent verbal and written communication skills
- Extensive knowledge of customer service procedures and principles.
- Organized with attention to detail
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
- Ability to coach and mentor customer service representatives
- Proficient in Microsoft Office Suite or related software
- Exceptional computer skills with the ability to learn new software
- Ability to work independently with minimal supervision
- Ability to establish effective working relationships
- Flexibility in all office duties
Education and Experience:
- Bachelor’s Degree preferred
- Bilingual (Spanish) preferred
- At least three years of customer service experience required
- Previous experience in a supervisory role preferred
Temperaments:
Work demands personality with the ability to shift focus rapidly and error-free from one duty to another. Must be capable of communicating with people of various educational levels and backgrounds. Must demonstrate professionalism in appearance and actions.
Working Conditions:
Climate controlled shared office. Must be able to endure long hours of looking at computer screens. Interaction with others is constant, interruptive, and requires dedication and ability to multitask.
To apply or inquire about more information, please email us.