Supervisor Contact Center Enterprise

2 weeks ago

Oak Brook, Illinois, United States Advocate Health Care Full time $60,000 - $100,000 per year

Major Responsibilities
Supervise the daily activities of the pre-Arrival estimates team to ensure accurate and timely preparation of estimates.

Ensure all team members and estimate related processes comply with regulatory requirements, including pricing transparency laws and patient privacy standards.

Gather and assess customer feedback to enhance our processes and provide suitable resolution recommendations as necessary. Coordinate with various stakeholders to ensure issues are resolved effectively.

Develops and implements process improvements and effectively manages change to ensure departmental objectives are met. Assists in the development and maintenance of estimation productivity and management reporting tools. Monitors work queues and call queues to track quality data, evaluating service levels according to established metrics.

Provide ongoing education to teammates as new data or pre-service applications and processes are implemented.

Participates in data review efforts to identify gaps and maximize the pre-service estimation processes, applications, cost savings and revenue-producing capabilities.

Collaborates with workforce and operations analysts to problem-solve and respond to system operation and data reporting issues, involving leadership when appropriate.

Performs human resources responsibilities for teammates which includes coaching on performance, completes performance reviews and overall teammates morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.

Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

Licensure, Registration, And/or Certification Required
None required.

Education Required
High School Diploma

Experience Required
Typically, requires 3 years of experience in facility registration, bill and payer follow up, pre-service registration and authorization

Knowledge, Skills & Abilities Required
Proven ability to effectively network and problem solve for internal and external customers.

Previous health care or pre-service experience.

Solid understanding of the health care industry and pre-service applications.

Demonstrated effective interpersonal, organizational and decision-making skills.

Must have a strong customer service orientation and a creative, positive, sales-oriented approach.

Team player, facilitator and risk-taker.

Advanced computer skills and knowledge.

Physical Requirements And Working Conditions
This position requires travel, therefore, will be exposed to weather and road conditions.

Operates all equipment necessary to perform the job.

Exposed to a normal office environment.

Occasionally lifts up to 20lbs

DISCLAIMER
All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position. Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.

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