Laboratory Corporation of America Patient Billing Customer Service Supervisor in McLeansville, North Carolina

Responsibilities:

  • Supervises the day-to-day functions of the Patient Billing Call Center area. Has direct supervisory responsibility for 10-20 non-exempt employees that may report on-site or remotely.

  • Accountable for the performance of the department and the employees. Responsible for making sure that the department has adequate phone coverage and that correspondence is processed in a timely manner.

  • Evaluates employee performance and conducts quarterly and annual employee reviews. Responsible for administering Performance Improvement plans when employee performance is sub-par; and responsible for administering disciplinary actions when policy violations occur.

  • Responds to and resolves complex problems in response to client billing inquiries and problems; this includes handling irate patient calls. Uses multiple billing systems and lab systems to research, troubleshoot and resolve problems in order to address patient complaints.

  • Provides coaching and guidance to staff and leads by example. Is an advocate of continuous improvement and LEAN principles. Performs formally documented GEMBA walks no less than twice per month.

  • Holds monthly departmental meetings with staff. Attends meetings as requested by management and Human Resources.

  • Reports directly to the Manager of Patient Customer Service.

Requirements

Requirements:

  • High School Diploma or GED Equivalent

  • Ability to work a shift Monday - Friday 11am - 8pm

  • Ability to work a Saturday management team rotation schedule with a shift from 7am -1pm

  • 3+ years Current or Prior Supervisory and/or Leadership experience

  • Knowledge and/or experience with Workforce Optimization (WFO)

  • 2+ Years coaching and developing a team to performance goals

  • Proficiency in MS Office Suites - using MS Excel to create and modify spreadhseets and MS Word to create and modify documents

Preferred Qualifications:

  • Call center experience

  • Knowledge of Medical billing

  • Experience managing and/or leading on-site and remote team members

  • Understanding how to apply speech analytics to develop team members

  • Bilingual in Spanish is a plus, but not required

Soft Skills:

  • Ability to work in a team-oriented, fast paced environment

  • Ability to perform core job functions while multi-tasking

  • Ability to communicate effectively orally and written with all levels of management and staff

Shift

1

Schedule

Monday through Friday 11:00 am to 8:00 pm Saturday every 19 weeks 7am -1pm

As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.