Manager - Client Services

Top reasons to work for SMA Healthcare:

• Career growth and advancement potential

• Great benefits such as: Health, Dental, Vision, Life, & Disability Insurance

• Tuition Reimbursement

• Paid Personal Leave and Paid Holidays

• 403b Retirement Plan (matches one to one of employee contribution for the first 3%, then a 50% match on the next 6% of employee contribution)

Essential Job Functions: 

• Develops and implements policies and procedures in an effort to gain efficiency within the department.
• Monitor and report on the effectiveness of collecting on client outstanding balances leading to meeting the standards of the culture of profitability.
• Communicate and Lead team in the SMA Way.
• Oversee a well-executed monitoring process that ensures a high level of quality.
• Leading to optimal KPI results to include collection of all client due balances on day of appointment, all appointments confirmed, understanding and monitoring of daily schedule fill rate.
• Regularly report key performance indicators and partner with leaders to adjust operations accordingly to meet objectives.
• Provide support, coaching, and direction for supervisors and representatives; lead the employee evaluation process for direct reports.
• Manage the confirmation process for daily appointments.
• Manage any client internal/external escalations relating to the CSR team's performance.
• Overall high-level responsibility for resolution of problems as well as personnel activities including hiring, training, and development of assigned staff.
• Overall responsibility for supervisors who are responsible for managing the CSR day-to-day operations.
• Monitors full time equivalents (FTEs) and completes monthly work schedules for adequate staffing levels with consideration of vacation, time of requests, and call volume statistics.
• Work and build trust across cultural differences.
• Performs other related duties as assigned.
• Travel will be required at approximately 50% of time.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience:  Possession of Bachelor's Degree or five years of progressively responsible customer service experience, one of which must be in a supervisory capacity, or any equivalent combination of training and experience which provides the knowledge/skills/and abilities noted below.

Knowledge/Skills/and Abilities: 

• Knowledge of standard customer service practices preferably in a medical office setting, including benefits verification practices, admissions practices and appointment scheduling, and office procedures and equipment.
• Knowledge of specialty and DCF programs, as well as an understanding of copay, coinsurance and deductibles to ensure accurate payment collections.
• Some knowledge of revenue cycle process, general accounting practices, collections techniques and cash registering procedures.
• Ability to communicate effectively, both orally and in writing.
• Ability to review moderately complex records both on hard copy and online from a computer terminal.
• Ability to supervise employees at multiple locations, make decisions in a manner consistent with company policies or payor agreements, resolve customer complaints which cannot be resolved by customer service representatives and be able to deal effectively with potentially stressful situations.

Necessary Special Requirements: Possession of a valid Florida driver's license, acceptable driving record, and proof of personal automobile insurance if required to drive an SMA vehicle and/or use a personal vehicle for SMA business. Complete State of Florida mandatory background screening prior to start of employment.  Complete SMA required training during the first six (6) months of employment and updated if required.

Physical: Mobility and ability to bend and reach during an 8-12 hour day. Able to lift minimum 10 pounds. Visual and auditory acuity sufficient to evaluate, intervene, treat, and record client health care needs.  Fine motor skills for legible and accurate writing of reports, charting, scheduling, daily correspondence and presentation.  Work endurance ability to work an 8 to 13 hour day with a lunch break as possible.  Routine 8 to 12 hour shifts.  Hours and days off may vary.  Weekend and after hour coverage will be required.  Extra hours/rotation of shift may be required.  On call duties will be required.