What are the responsibilities and job description for the Call Center Manager position at GeBBS?
Overview:
POSITION SUMMARY
Responsible for performing all tasks related to the Billing, Follow-up and Collections functions for CPa Medical Billing.
Responsibilities:
ESSENTIAL FUNCTIONS & RESPONSBILITIES
1. Retrieve voice mails throughout the day and respond to callers promptly.
2. Escalate call to account manager of that site if caller requests or you deem necessary.
3. Following departmental procedure, transfer patient overpayments to appropriate tickets with open
balances.
4. Give problems regarding missing payments to account manager of that site.
5. Respond to written and emailed requests for documentation from attorneys, insurance companies
and patients within 48 hours of receipt of request. Ensure the proper authorizations are included
with requests. Follow written procedure to process requests.
6. Responsible for the overall management and day to day operations of the client account and
support staff. Assure integrity and compliance with payer, state and federal guidelines.
7. Adhere to all billing policies and procedures as outlined by the company and client. Supervise
and facilitate all processes, policies and procedures, workflow, quality, productivity, overall team
motivation and effectiveness, professional development and training.
8. Promote corporate values and maintain confidentiality of client / patient information.
9. Create procedures for all tasks required to meet the expectations of the client. Prepare written
policies and procedures where needed throughout the organization and as it applies to the client
account.
10. Maintain written policies and procedures so they are current, clear and accessible. Create forms to
accompany procedures if needed.
11. Develop training processes to use with externs, new hires and existing staff. This includes
webinars, group training, individual training.
12. Monitor staffs’ work regularly to ensure staff are performing their assigned tasks properly and
have the resources and tools needed to perform their jobs
13. Assist in enforcing company rules. Issue performance evaluations when due. Track staff’s
adherence to company policies.
14. Provide back up as need for Call center department.
15. Mange employee payroll and time and attendance.
16. Responsible for all progressive disciplinary as it related to call center staff.
Qualifications:
ADDITIONAL GENERAL REQUIREMENTS
Professional positive attitude, vision, understanding of customer service principals, trustworthiness, and
excellent interpersonal skills to successfully accomplish tasks necessary to meet high standards of ethical
and social responsibility required by this position.
JOB QUALIFICATIONS/REQUIREMENTS
EDUCATION: High School Diploma. Bachelor’s degree accepted in Lue of Experience. Medical
Billing and Procedures.
EXPERIENCE: 5-10 Year Customer service Experience. Experience with Windows
applications, proficient use of computer, Microsoft Word and Microsoft Excel. Strong
communication, verbal and written and interpersonal skills. Ability to analyze and solve
problems with limited assistance. Ability to maintain confidentiality.
LANGUAGE SKILLS: Knowledge and use of the English language, Bi-lingual a Plus
MATHEMATICAL SKILLS: Basic math skills
REASONING ABILITY: Critical thinking, analytical and problem-solving skills
STANDARD REQUIREMENTS
- Supports an ethical standard which complies with a code of conduct free of conflicts of interest.
- Supports the Mission and Values of CPa.
- Supports, cooperates with, and implements specific procedures and programs for:
o Safety, including universal precautions and safe work practices, established
fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working
conditions, equipment repair and maintenance needs.
o Confidentiality of all data, including patient, employee and operations data.
o Quality Assurance and compliance with all regulatory requirements.
o Compliance with current law and policy to provide a work environment free from sexual
harassment and all illegal and discriminatory behavior.
- Supports and participates in common teamwork:
- Cooperates and works together with all co-workers; plan and complete job duties with minimal
supervisory direction, including appropriate judgment.
- Uses tactful, appropriate communications in sensitive and emotional situations.
- Follows up as appropriate with supervisor and co-workers regarding reported complaints, problems
and concerns.
- Promotes positive public relations with patients, physicians and site staff.
EQUIPMENT / MACHINES USED IN THE PERFORMANCE OF THIS JOB
Excellent PC skills including knowledge of Microsoft Office, Internet and database management tools.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Performing the duties of this job requires sitting
or standing for long periods of time. Occasional bending, stretching or lifting. Ability to hear normal
range of voice. Ability to prepare written reports and use telephone equipment.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters
while performing the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions. As a representative of CPa Medical
Billing, incumbent must conduct himself/herself at all times in a professional, positive, respectful, and
supportive manner.
