Call Center Manager

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.