About the role
Job Family: Customer Service General Travel Required: None Clearance Required: None What You Will Do: Directly supervise daily and weekly goals as assigned by the manager. Monitor staff-level trends and provide feedback to the Customer Service Manager. Monitor staff time and attendance. Provide monthly staff performance reviews. Build and manage staff performance improvement plans. Assist in dialer configuration logic. Alert the customer service analyst to real-time swings outside of acceptable variation. Provide at-the-elbow support to all customer service representative staff. Facilitate team huddles. Review department call statistics and reports and discuss findings collectively and individually. Review staff quality assurance findings and meet with staff to reinforce training. Ensure department job aid, procedures and training materials are updated, where necessary. Approve patient budget plans. Resolve escalated patient complaints and return patient calls. Facilitate resolution by referring the matter to the issue/content expert. Communicate with other organizational departments to ensure proper handling of patient accounts. Communicates unresolved issues to management timely and performs other duties as assigned by manager or director. Perform a variety of duties often changing from one task to another of a different nature without loss of efficiency or composure What You Will Need: Requires a University Degree (Relevant experience may be substituted for formal education or advanced degree) Five (5) years of prior relevant experience in Customer Service, Leadership, or Banking Minimum of two (2) years leading/supervising others What Would Be
Nice to Have: Bachelor’s Degree Knowledge of the Fair Debt Act Law and managed care billing CPC or other coding certification Dialer experience preferred #IndeedSponsored #LI-DNI What We Offer: Guidehouse offers a comprehensive, total rewards package that includes competitive
compensation and a flexible
benefits package that reflects our commitment to creating a diverse and supportive workplace.