Operations Team Supervisor at Wakefield

Job Description

Operations Team Supervisor

Direct and coordinate operational support activities for collection staff. These objectives are achieved by performing the following duties personally or through subordinate employees.

Essential Job Functions:

Support operational needs in the most automated, efficient and effective manner. This requires a thorough working knowledge of collections operations, systems, processes and procedures.

Establish work flows, practices and standards to ensure that ongoing support is provided, issues are effectively and promptly resolved, and inquiries, problems, concerns, complaints, disputes or requests are accurately addressed and closed.

Operate with a sense of urgency and strong attention to detail.

Track and monitor daily workload to ensure client and operations expectations are met. Conduct internal audits to measure team production and responsiveness.

Ensure reconciliations, settlements, payment verifications and itemizations are completed.

Collaborate with Operations

Provide staff direction in analyzing and resolving escalated operational, customer and/or technical issues/problems in a timely and effective manner. Elevate issues as appropriate and follow through to completion. May act as an individual contributor or knowledge expert for the more complex or difficult issues/problems. Exercise judgment and act appropriately within defined regulations, client requirements, policies and procedures for properly handling issues/problems

Demonstrate solid leadership skills. Establish expectations, monitor performance, coach and develop, drive accountability and ensure a sense of urgency. Hire and retain strong performers.

Partner with coworkers, supervisors, managers and executives, as well as external clients, operational staff and other external business contacts as necessary to perform job.

Qualifications

Knowledge:
Working knowledge of the collections industry. Strong working knowledge of databases, (preferably in a SQL environment); spreadsheet and word processing software. Knowledge of collections systems is a plus. Knowledge of complex data files in EDI formats. Bachelors degree from an accredited four-year college or university; or an equivalent combination of related experience and advanced formal training.

Experience:
A minimum of five to seven years working in collections, insurance, hospital back office or a similar industry with call center or customer service center experience. Exposure to billing, financial or collections systems plus at least three years previous supervision.

Competencies:
Demonstrated leadership, analytical, communication and problem solving skills and the ability to act/decide accordingly. Ability to collect, synthesize and research complex or diverse information. Exceptional customer service and the ability to plan organize and exercise sound judgment.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required

Job Requirements

Please refer to the Job Description for the qualifications.
Country: USA, State: Massachusetts, City: Wakefield, Company: The Outsource Group.