Position Title: Billing Supervisor Reports To: Executive Director
Department: Operations Status: Exempt
Position Purpose:
The Supervisor of Biling manages a high mid-to moderate volume contact center and represents, communicates and executes specific payment strategies. Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing, training and maintaining of a diverse and effective workforce.
Responsibilities:
The Supervisor of Billing must be able to perform all the following duties and responsibilities with or without reasonable accommodation.
- Manage large amounts of incoming calls, voicemails, and email inquiries.
- Build and maintain a high performing team of engaged empowered employees.
- Hire and train new employees.
- Develop a positive culture of purpose and accountability to results.
- Actively remove obstacles and build skills to improve customer experience.
- Build informal leadership within the team and work collaboratively with leaders from cross functional teams.
- Manage key performance indicators to consistently meet and exceed objectives.
- Proactively own and drive projects and programs that align with strategic business initiatives.
- Understand the payment/billing environment and be capable of building familiarity with product/service offerings.
- Lead team training to improve industry knowledge and skills.
- Identify deficiencies in skills among representatives and work to improve individuals’ capabilities through coaching, development, and training.
- Responsible for completed QA reviews and provide appropriate feedback to staff.
- Answer general questions and offer support to staff.
- Ability to engage in critical thinking to consider multiple options, sources, and possible solutions.
- Through a variety of tools monitor and review workload to ensure that all procedures are optimized.
- Possess and exhibit an exemplary level of integrity and discretion in handling confidential information.