Description

You will manage team performance and service quality to ensure customer satisfaction and meet client SLAs.

Responsibilities

• Oversee CSR performance by providing direct coaching and feedback.
• Monitor work queues and emails according to defined sample plans and targets.
• Perform root cause analysis (RCA) on identified defects and implement corrective actions.
• Drive KPI improvement initiatives and manage shrinkage and attrition goals.
• Report outages and deliver timely, accurate data reports to management.
• Develop strategies based on data analysis and observations to impact business outcomes.

Required Skills

• 3-5 years of experience with California Medicaid (Medi-Cal) in-patient billing and collection guidelines.
• 1-2 years of experience supporting Self Pay - Collections Inbound and Outbound Services.
• Strong analytical skills to interpret data, identify trends, and suggest improvements.
• Proficiency in MS Office applications, including Access, Word, Excel, and PPT.
• Strong verbal and written communication skills for professional client and team interaction.
• Bachelor’s Degree.
• Ability to manage changing priorities and maintain attention to detail.

Key Skills

Education

Bachelor’s Degree