• Self Pay Early Out Supervisor

    Job Location(s) US-IL-Tinley Park
    Posted Date 2 months ago(1/9/2019 10:40 AM)
    Job ID
    2019-1178
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    EOS Healthcare is a national accounts receivable outsourcing (ARO) company headquartered in Norwell, Massachusetts, with regional US offices in Chicago, Dallas, Rancho Cordova (CA) and Somerset (KY), and operating subsidiaries in Gurgaon, India and Makati City, Philippines. In addition, we have an operational presence in Canada via our sister organization, EOS NCN, with offices in Montreal, Toronto and Vancouver.

     

    EOS Healthcare is the US subsidiary of the EOS Group GmBh, one of Europe’s largest ARO companies with 55 subsidiaries and 7,000 employees operating in 26 countries in support of over 20,000 clients worldwide.

     

    The Self Pay Early Out Manager is responsible to manage the day-to-day operations for self-pay early out call center operations for the Healthcare Division.    

    Responsibilities

    • Manage day-to-day operations of the Self Pay Early Out unit.
    • Achieve revenue goals and surpass client expectations of performance delivery and exceptional customer service
    • Collaborate with Director to insure legal compliance with federal, state, company and client regulations including FDCPA, TCPA and HIPAA
    • Ensure staff is following workflow strategies and productivity standards to achieve excellence
    • Hire, train and monitor staff performance to include communication of productivity results, and improvement plans as necessary to meet and exceed unit goals
    • Manage and oversee a highly productive working unit focus on achieving performance excellence
    • Participate in client communication in person and/or telephonically as needed Monitor internal work queues and work lists by client to ensure optimal performance and client responsiveness in accordance with Service Level Agreements
    • Motivate staff to deliver excellence
    • Demonstrate leadership abilities, professionalism and the ability to problem solve
    • Develop and execute profitability and liquidation assessments to set goals
    • Provide input for optimal call center customer service standards and performance excellence
    • Collaborate with Sales Team and Client Engagement Team on RFP responses, internal and external presentations and product development initiatives as necessary
    • Help oversee patient statement program
    • Manage daily call campaigns
    • Handle escalated patient issues
    • All other duties as assigned

    Qualifications

    • Excellent verbal and written communication skills
    • Minimum of 5 years’ experience at a manager level in a call center environment Minimum  3 years’ healthcare related experience preferred
    • Ontario Artiva platform experience highly preferred
    • Proficient in all MS Office applications
    • Highly detailed with exceptional organizational skills
    • Ability to multi task
    • Strong analytical and problem resolution skills
    • Technical expertise and proficiency managing a highly performing call center team
    • Ability to work in a fast paced environment with multiple priorities
    • Ability to interact professionally with clients and executives

     

    EOS USA is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or protected veteran status.

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