GroupOne Health Source
  • 30-Jun-2017 to 28-Jul-2017 (EST)
  • Customer Service
  • St Louis, MO, USA
  • Commensurate on experience
  • Salary
  • Full Time

PTO, Holidays, Health Insurance, Options to purchase Vision and/or Dental Insurance, Life Insurance offering, Short Term Disability, 401k, and Cafeteria Plan Offering


Description

 

GroupOne Health Source is a highly successful medical billing and consulting company.  As a result of our industry success and unprecedented growth, we are expanding our staff.  The Customer Service Manager is responsible for working with cross-functional teams to execute processes and systems related to the servicing of clients and customer service support staff. This position will direct the delivery of administrative and operational assistance designed to promote client retention and exceptional levels of customer satisfaction. The Customer Service Manager will also provide team members with the appropriate training, tools, direction and motivation to enable their success. 

 

Duties/Responsibilities 

Business Management and Planning:

  • Implements and delivers business plan and targets
  • Plans, allocates and organizes team resources to meet the business plan

Team Leadership:

  • Develops, plans, and implements role responsibilities and tasks that will enable a highly motivated and high performing team to deliver to team objectives
  • Fosters an environment of cooperation and change

Stakeholder Management:

  • Develops and maintains effective relationships by working collaboratively with other departments and / or divisions with common goals
    • Prepares billing customer service support performance reports by collecting, analyzing, and summarizing data and trends 

Change Management:

  • Maintains professional and technical knowledge by tracking emerging trends in billing customer support operations management
  • Proactively identifies opportunities for change which will add value to the business objectives and enhance the client experience
  • Benchmarks state-of-the-art practices with our results
  • Facilitates change through defined/collaborative initiatives and/or projects
    • Reviews professional publications
    • Attends educational workshops
    • Establishes personal networks
    • Participates in professional societies 

Process/Continuous Improvement:

  • Maintains and improves billing customer service support operations by monitoring performance
  • Identifies and resolves problems both emerging and longstanding
  • Prepares and completes action plans
  • Completes process audit and analysis at agreed upon intervals
  • Provides system and process improvement recommendations
  • Establishes, monitors and reports on quality assurance programs

Risk Management:

  • Identifies and manages departmental, resources or technical risks, minimizing the negative outcomes and escalating where appropriate
  • Identifies, investigates and communicates operational and compliance events, incidents and/or breaches 

Recruiting and Onboarding:

  • Identify hiring needs and make hiring decisions; oversee the new hire orientation process for new team members 

Performance Management:

  • Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives)
  • Ensures team meets agreed service levels
  • Coaches and develops staff
  • Reviews and follows-up with each individual's performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors

 

Desired Skills/Qualifications

  • Bachelor Degree preferred
  • Business acumen that leads team to effective customer service focused on client retention, account growth and overall satisfaction
  • 3-5 years of proven consultative sales experience preferably in an inside sale capacity
  • 3 years supervisory experience
  • Previous medical billing and/or operational experience preferred
  • Previous CRM experience preferred
  • EMR experience helpful
  • Proven leadership skills
  • Process and change management skills
  • Advanced problem solving skills
  • Demonstrated coaching skills
  • Excellent verbal, written and interpersonal skills
  • Proficient in Microsoft Office products
GroupOne Health Source
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