Collections Team Supervisor

Position Summary: The BDR Team Supervisor will act as the team lead whose behavior will set the bar for the rest to follow. This position will reinforce continuous improvement initiatives, regulatory compliance, policies, processes and procedures that mitigate compliance risk.

Key performance objectives in order of priority with ideal time allocation are:

• Leads as a role model in conduct and performance by ensuring customer payments adhere to set guidelines for both agency and client that maximize revenue for our clients and customers, while consistently meeting and exceeding the highest standards for delivering excellent service over the phone and in writing to resolve all billing and insurance questions.
• Prepares daily tasks and oversight of Patient Care Representatives with management support. Performs quality checks, develops and reviews production reports, and identifies areas to improve and implements measures to improve performance with leadership approval.
• Leads employee development and conducts quality checks with all direct reports to outline areas of opportunity or success.
• Handles complex requests such as escalated calls, customer disputes, and achieve the highest standard for documenting all interactions effectively and consistently. Plan and lead team meetings and training programs to improve team and department performance.
• Represents the department as a subject matter expert on products and systems. Develops and implements projects, leads change to ensure departmental objectives are met.

Note: Twenty percent of time is reserved for ancillary responsibilities, unplanned activities and interruptions.

ESSENTIAL JOB FUNCTIONS: The responsibilities listed are fundamental to the position and must be performed successfully to achieve the key performance objectives of the role. Other responsibilities may be assigned.

Interpersonal Responsibilities

• Leads as a role model and complies with company plans and vision.
• Prepare and host weekly stand up meetings with department.
• Organizes workflow and ensures employees understand their duties and delegated task.
• Assist Production Manager with increasing the talent base and bench strength of production team to assist with meeting the department’s key performance indicators.
• Improves team effectiveness by performing contract reviews, call coaching, training and mentoring to identify problems and offer solutions.
• Shows initiative for one’s own career path and those of the team.
• Knowledgeable and diverse on changes to our industry and latest trends.

Operational Responsibilities

• Strategically plans and brings solutions to the daily production meetings to ensure that resources are aligned to daily tasks.
• Performs quality checks, through penetration reports, contracts and team performance indicators to identify areas of improvement and offers suggestions with leadership approval.
• Ensure adherence to legal compliance, company policies and procedures and holds the team to the same.
• Assist with client special projects.
• Monitors client overall performance to ensure meeting and/or exceeding their expectations.
• Assist with Production Manager duties including but not limited to: interviewing, scheduling, performance reviews, and ensuring compliance with workflows and company representation.
• Handles complex requests such as escalated calls and customer disputes.
• Holds production meetings to review job status, metrics, workflow issues, and roadblocks.

Organizational Responsibilities

• Serves as a member of the organizations overall success by contributing, supporting and improving recovery, patient satisfaction and team morale.

To Apply:  Submit resume to zach.ellsworth@jfs.ohio.gov with “BDR Team Supervisor” in the subject line.

Job Type: Full-time

Experience:

• Leadership: 3 years (Preferred)

Work Location: In person