Leads and directs a staff of 4-5 team leaders/supervisors that will have individual teams consisting of no more than 25 employees each. Total span of 60-80 FTEs
• Ensure calls from patients for multiple client hospital sites are answered within the client service levels and handled in a quality manner.
• Oversee and manage contact center performance to ensure contractual SLAs are met consistently
• Develop and implement recommendations and provide formal feedback on project results and team performance to management.
• Supports new client expansion development and implementation.
• Lead a team that proactively reaches out to patients with open balances and assisting them with payment options
• Resolve complex billing issues and denials.
