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Customer Service Operations Manager
2 months ago
Why Choose SMA Healthcare:
Opportunities for professional growth and career advancement.
Comprehensive Benefits Include:
Health, Dental, Vision, Life, and Disability Insurance
Tuition Reimbursement
Paid Personal Leave (up to 25 days after 3 years of service)
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)
Key Responsibilities:
Formulates and executes policies and procedures aimed at enhancing departmental efficiency.
Oversees the monitoring and reporting of client outstanding balances to ensure alignment with profitability standards.
Communicates effectively and leads the team in accordance with SMA principles.Supervises a thorough monitoring process to maintain high-quality service.
Aims for optimal key performance indicators (KPIs), including the collection of client balances on the day of service, confirmation of all appointments, and tracking daily schedule fill rates.
Regularly evaluates key performance metrics and collaborates with leadership to refine operations to meet targets.Provides guidance, coaching, and direction to supervisors and representatives; manages the performance evaluation process for direct reports.
Oversees the appointment confirmation process.
Handles any client escalations related to the performance of the Customer Service Representative (CSR) team.
Holds overall responsibility for problem resolution and personnel activities, including hiring, training, and developing assigned staff.
Responsible for supervisors managing daily CSR operations.Monitors full-time equivalents (FTEs) and prepares monthly work schedules to ensure adequate staffing, considering vacation requests and call volume statistics.
Builds trust across diverse cultural backgrounds.Performs additional related duties as assigned.
Travel is required approximately 50% of the time.
Qualifications:
To succeed in this role, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
Education and Experience:
A Bachelor's Degree or five years of progressively responsible customer service experience, including at least one year in a supervisory role, or any equivalent combination of training and experience that provides the knowledge, skills, and abilities outlined below.
Knowledge, Skills, and Abilities:
Familiarity with standard customer service practices, preferably in a healthcare setting, including benefits verification, admissions processes, appointment scheduling, and office procedures and equipment.
Understanding of specialty and DCF programs, as well as knowledge of copay, coinsurance, and deductibles to ensure accurate payment collections.
Some knowledge of revenue cycle processes, general accounting practices, collections techniques, and cash handling procedures.Effective communication skills, both verbal and written.
Ability to review moderately complex records in both hard copy and digital formats.
Capability to supervise employees across multiple locations, make decisions consistent with company policies, resolve customer complaints that cannot be addressed by customer service representatives, and manage potentially stressful situations effectively.
Special Requirements:
A valid Florida driver's license, an acceptable driving record, and proof of personal automobile insurance if required to drive an SMA vehicle or use a personal vehicle for SMA business.
Completion of State of Florida mandatory background screening prior to employment. Fulfillment of SMA required training within the first six months of employment and updates as necessary.Physical Requirements:
Ability to move and reach during an 8-12 hour workday. Capable of lifting a minimum of 10 pounds. Visual and auditory acuity sufficient to assess, intervene, treat, and document client healthcare needs. Fine motor skills for accurate writing of reports, charting, scheduling, daily correspondence, and presentations. Endurance to work an 8 to 13 hour day with breaks as needed. Routine shifts of 8 to 12 hours. Work hours and days off may vary. Weekend and after-hours coverage may be required. On-call duties may also be necessary.
Application Process:
This job description is intended to outline the class and illustrate the types of duties that may be assigned to its incumbents.
It should not be interpreted as describing all duties that may be required of such an employee or limit the nature and extent of assignments that may be given.
