We have an exciting opportunity to join our team as an Assistant Director - Professional Billing Operations, Customer Service.

This position is responsible for the ongoing operation of the Faculty Group Practice Central Billing Office (FGP CBO) Customer Service teams including inbound and outbound calling/messaging. S/he will oversee all aspects of day-to-day operational requirements and long-range plans and tactics related to:
External and internal customer satisfaction
Administration
Scripting and Operational Workflows
Resources and Staffing
Training and Support
Forecasting and Scheduling
Analytics and Performance Management
This position reports directly to the CBO South Site Director and will have a reporting relationship to the CBO Corporate Customer Service Lead This position is expected to have the following direct and indirect management responsibilities:
Direct Reports: 4+
Indirect Reporting Responsibilities: 75+

Job Responsibilities:

• Provides leadership in the development and implementation of enterprise-wide tactical plans, operational workflows, and policies for the customer service operation.
• Works with offshore vendors and/or other offices
• Coordinates with other departments to establish open communications systems that ensure consumer and product information is mutually shared towards optimal customer response.
• Executes internal and external customer response action plans to carry out established strategies.
• Keeps senior and peer managers apprised of call center performance and changes in the caller base and behavior as they relate to corporate direction.
• Ensures that information regarding system development, work requests, and systems issues are clearly communicated in a timely manner to all necessary IS Management
• Guides the call center operations staff in the development and administration of capital, expense, and personnel budgets for call center headquarters operations and sites.
• Directs all interfaces with organizations, which are external to the call center operations and sites regarding standards, performance, resources and system support issues.
• Establishes motivation and reward systems for the customer service operation.
• Guides the call center site managers in the development of project, operational and tactical plans enterprise-wide and at the individual site level.
• Provides direction and guidance in the development, implementation, maintenance, and testing of Business Continuity Plans for consolidated call center operations.
• Communicates delays and issues with Leadership.
• Develops processes and controls to prevent escalations.
• Collaborates with and directs Epic Training Department to develop and implement critical training materials related to customer service and revenue cycle operations.
• Ensures Service Levels/quality standards are achieved by monitoring call statistics, workforce management, workqueues and other tools.
• Administers the organization, staffing and planning and control of all consolidated and virtual center operations.
• Uses data gathered from various systems in making decisions on ongoing operational changes/improvements to the center.
• Establishes and is accountable for internal and external call center customer satisfaction indexes and programs, financial plans and the budget to support action plans.
• "Reviews and responds to practice, physician, and patient inquiries following CBO guidelines.Implements the customer response strategies through close interaction with senior management and our internal/external customers."
• Provides operational issues and thought leadership to other teams to ensure that decisions that impact on the patient experience are factored in including sharing feedback with the Patient Access and front end operations to prevent errors.
• Directs the call center operations including implementation and administration, goals and strategies for inbound and outbound calls/messaging (i.e., patient inquiries, patient payments, financial assistance, outbound calls for self-pay balances, callbacks for patient research, patient estimate calls, and other related processes).

Additional Position Specific Responsibilities:
" Excellent interpersonal and communication skills.
Broad knowledge of CLIENT business strategies and tactics.
High analytical abilities where problems are unusual, difficult, conflicting and require multi-dimensional consequence analysis.
Strategic planning experience.
Finance/budget experience.
Excellent managerial skills.
Demonstrated leadership ability.
Ability to manage a wide range of cross-functional activities.
Demonstrated ability to manage across organizational and/or divisional boundaries."

Minimum Qualifications:
To qualify you must have a College degree. (preferred)
Recent successful management experience in a major inbound call center and/or diversified line and management experiences across several call center operations.(Required)
Divisional sales and/or service field experience at a management level. (Required)"