Billing Support Manager

The Billing Support Supervisor is the first line management of the Application Billing Support team and a member of the Application Support organization. The Billing Support Supervisor looks after the work and performance of the employees, assists in resolving escalations, shares team updates, assists with the case backlog, and serves as an escalation point for the Billing Support team. This role serves as a player / coach and, in partnership with the Senior Manager of Client Support, defines new objectives with team members.

Essential Functions / Tasks / Duties / Responsibilities:

• Responsible for the day-to-day performance of a team. 
• Assists team through coaching related to billing case backlog management, while actively handling personal caseload of escalated cases/Tier 3 level Billing tickets.
• Oversees the schedule to ensure proper coverage for phones/chats to prevent high wait times and schedules adequate backlog time to investigate tickets, in collaboration with the Support Manager.
• Jumps on calls if wait times spike or to assist the team during scheduled/unexpected PTO.
• Monitors high priority tickets and assigns/owns them based on the severity and response time needed
• Ensures a positive customer experience. Follows up on CSAT Surveys to collaborate with clients regarding negative responses. Will schedule meetings with clients directly.
• Helps the team understand performance targets and goals.
• Provides reports and activity updates to management.
• Provides reports on work throughput (work accomplished) and work capacity of the team (bandwidth).
• Allocates resources appropriately to meet business demands.
• Coordinates job rotation and cross-training.
• May assist in interviewing process for new hires
• Trains or ensures that workers are properly trained for their specific roles.
• Monitors employee performance, regarding quality, productivity, and thoroughness of work. Provides feedback (positive and negative) regarding the effectiveness of employees' work. Identifies opportunity areas and implements performance improvement plans / corrective actions. 
• Acts as coach. 
• Identifies and resolves workplace problems, including tardiness or absenteeism.

Competencies

• Must be analytical in nature and comfortable with analysis of financial data 
• Strong understanding of Billing processes and procedures
• Critical thinking
• Ability to conceptualize abstract concepts as they pertain to software
• Root cause analysis and troubleshooting
• Ability to learn new things
• Service oriented / customer focus
• Excellent oral and written communication
• Attention to detail
• Change tolerant
• Professional
• Flexible
• Effectively work independently or in a team
• Time management
• Metric conscious
• Confident
• Active listening
• Relationship building
• Customer service
• Data entry
• Technologically proficient, using various software applications, e.g., Google Suite, Google Calendar, Salesforce CRM 

Education / Professional Certifications or Licenses Preferred:

• Bachelor’s degree from an accredited school or university or equivalent work experience

Experience Requirements: 

• Strong understanding of medical billing processes and procedures

Previous supervisory experience, preferably managing in a call center or operations environment. This includes demonstrated experience in the following:

• Leadership
• Setting performance standards for staff
• Providing performance feedback to individuals and teams in order to improve/enhance performance.
• Customer focus, engagement, and advocacy
• Quality and the customer experience 
• Motivating others
• Excellent organizational, prioritization and follow-up skills.
• Experience with metric management and reporting
• Experience with analysis of financial data

Preferred:

• Medical terminology knowledge
• Working with an EHR
• SQL 
• Web-based and client/server applications, managing a case management system and building knowledge bases.

Supervisory responsibilities:

• Manages the Billing Support team.

Work Environment / Physical demands/ Travel Requirements:

• Computer and telephone required to perform duties. 
• Lifting requirements of no more than five pounds. 
• Travel to other OP hubs, user conferences, and client sites may be required.