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