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Purpose

Ensure complete customer care including the management of all data, employees, departmental interaction and process improvement; provide departmental leadership by optimizing the effectiveness and efficiency of the department.

Duties and Responsibilities

1.   Manage the daily operations of the department including developing, implementing and maintaining excellent customer service levels

2.   Develop, implement and maintain a complete training process for employees

3.   Develop, implement and maintain procedures and policies to ensure total customer satisfaction; this includes setting and meeting performance targets for speed, efficiency and call handling quality

4.   Monitor the Call Center department for improvement with technology and other tools

5.   Provide metrics productivity reports to upper management on a regular basis

6.   Mentor, coach, teach and train all customer services employees properly and adequately; identify training needs as required

7.   Record and analyze performance statistics, user rates and the performance levels of the department and make decisions based on these statistics

8.   Liaison with the Team Leads and other Managers and departments to gather information and resolve issues and improve process flows

9.   Handle the most complex customer complaints or inquiries

10. Compile and maintain accurate information regarding inquiries and identify opportunities to strengthen customer position

11. Work collaboratively with leadership to meet and exceed call center performance standards

12. Assign work to staff and ensure completion

a. May delegate day to day oversight to team leads

13. Ensure staff is trained and aware of job and company expectations and determine remedial action when needed

14. Ensure cooperative team environment by

a. Effectively communicating with staff about department and company initiatives

b. Adjusting procedures as necessary to create process efficiencies

c. Resolving issues among staff

d. Encouraging constructive feedback from staff and between team members

15. Manage recruitment process including

a. Identifying needs

b. Interviewing candidates

16. Comply with all State and Federal Laws regarding an effective Compliance Program inclusive of HIPAA Privacy and Security

a. Adhere to the Code of Conduct and be familiar with all compliance policies and procedures stored in LogixGarden relevant to this position

b. Ensure departmental employees follow the Code of Conduct, compliance policies and procedures

c. Administer the appropriate sanction when an employee violates a compliance policy or procedure

17. Review and approve time and attendance records according to company standards

18. Provide on-going feedback and annual performance reviews

19. Uphold company mission, vision and values

20. Proactively monitor company policies and address transgressions appropriately

21. Facilitate meetings within department and make presentations to senior management as needed

22. Monitor and enforce compliance with all pertinent local, state, and federal laws and regulations relating to operations and employment

Qualifications

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities perform the duties.

Education (Degrees, Certificates, Licenses, Etc.)

Bachelor’s degree or equivalent combination of education and experience required.

Computer Skills

1.     Understandings of technology use in call center operations such as phone/reporting systems required

2.     Ability to learn new and existing software and understand the capabilities, limitations and integrations within the entire infrastructure of the company

3.     Prior word processing, spreadsheet and internet software experience including proficiency with MS Excel and MS Word required

Experience

Minimum of three (3) years supervisory experience in a call center environment preferred.

Specific Job Knowledge, Skill and Ability

1.   Ability to supervise a staff of 15 or larger and work effectively in a team

2.   Must have a complete understanding of all Call Center operations and functions

3.   Ability to multitask and change directions at any given time

4.   Ability to communicate effectively verbally and in writing

5.   Must possess strong interpersonal skills

6.   Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals

7.   Ability to write routine reports and correspondence

8.   Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form

10. Specific vision abilities required by this job include close vision

11. Ability to sit for prolonged periods of time, use hands, talk, hear and occasionally walk and reach with hands or arms

Benefits at LogixHealth:

We offer a comprehensive benefits package including health, dental and vision, 401(k), PTO, paid holidays, life and disability insurance, on-site fitness center and company-wide social events.

About LogixHealth:

At LogixHealth we provide expert coding and billing services that allow physicians to focus on providing great clinical care. LogixHealth was founded in the 1990s by physicians to service their own practices and has grown to become the nation’s leading provider of unsurpassed software-enabled revenue cycle management services, offering a complete range of solutions, including coding and claims management and the latest business intelligence reporting dashboards for clients in 40 states.

Since our first day, we have had a clear vision of a better healthcare system and have continually evolved to get there. In addition to providing expert revenue cycle services, we utilize proprietary software to provide valuable financial, clinical, and other data insights that directly improve the quality and efficiency of patient care.

At LogixHealth, we’re committed to Making intelligence matter through our pillars of Physician-Inspired Knowledge, Unrivaled Technology and Impeccable Service.

To learn more about us, visit our website https://www.logixhealth.com/.

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