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POST DATE 9/15/2016
END DATE 10/13/2016
JOB DESCRIPTIONDevelops and establishes procedures and policies governing customer correspondence and the handling of customer complaints.
Manages a staff of collectors and ensures that customers are retained, satisfied, and that their needs are fulfilled.
Handles the recruiting efforts of the department and address any employee relations issues within the department.
Assesses all aspects of the current collections model for potential opportunities for service efficiencies and quality enhancements.
Develops and monitor quotas for call volume and timeliness.
Reviews all human resources to determine standard performance levels and guidelines for future.
Works with various departments to discover and correct potential issues that may cause disruptions in business model and decreased quality for customers.
Develops short and long term strategies to improve morale.
Communicates with upper management regarding creative concepts and objectives that may improve operations and yield potential cost savings
Works with Collections Supervisor to determine training opportunities for staff
Interviews, hires counsels and disciplines Associates in accordance with HealthPort policies and procedures
Conducts performance appraisals and addresses complaints and opportunities for professional growth and resolving problems
Coordinates call management system and ensures that Healthport remains compliant with regard to call recording functionality
Creates and maintains collection reports, and must interpret results and present recommendations to executive management team.
Performs other duties as assigned
Requirements: Requires 6 years of collections or related experience with at least 2 years of supervisory experience OR an Associates degree, 3 years of related experience and 2 year of management experience.
Working knowledge of In Contact software required.
Must be knowledge of common collections standards and practices
Must be able to guide a team toward a common vision or goal.
Able to work effectively at all levels in an organization.
Strong analytical and decision making abilities.
Must be able to effectively design, implement and evaluate processes and procedures
Experience with Microsoft Office Suite or similar tools.
Working knowledge of budgeting and staffing process.
Must be very organized and be capable and willing to multi-task.
Must be able to read, write and understand English and comprehend instructions
Effective verbal, interpersonal communication and listening skills as well as the ability to provide input regarding process efficiency and improvement.
EEO Employer F/M/Vet/Disabled