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Billing Center Manager – Customer Service in Westmont, IL at Athletico

Date Posted: 3/12/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Westmont, IL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/12/2019

Job Description



Mission Statement and Core Values

Athletico’s sole purpose is to provide exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury.  This is accomplished through building on our core values of patient/client satisfaction, accountability, teamwork and continuous improvement which are the foundation for our unique culture.

Position Summary

This position manages day to day operations within the Billing Center. The role is tasked with continually educating company workforce in a customer service capacity and supporting insurance company billing and coding updates and credentialing guidelines.  Additionally, this role oversees varying billing operation and support roles within the Billing Center.



Responsibilities

Essential Duties and Responsibilities

  • Manage staff to include selection, work allocation, teambuilding, training, coaching/mentoring, problem resolution, performance evaluation and feedback and corrective action
  • Foster an environment in which employees are motivated to deliver a high level of customer service
  • Foster an environment in which customers enjoy a high level of service
  • Develop departmental protocol manual in order to ensure transparency and streamline training
  • Establish, initiate and monitor benchmarks for customer satisfaction
  • Audit staff productivity in order to ensure accuracy and compliance in communication and problem solving efforts
  • Ensure timely and daily call back to patient
  • Manage and ensure swift resolution of customer issues in order to preserve customer loyalty while in compliance with company protocols  
  • Analyze workload and ensure parity on direct reports’ assignments
  • Provide high level customer service both internally and externally in order to ensure customer and account integrity
  • Establish individual productivity and quality metrics to compliment corporate-specific metrics

Additional Duties and Responsibilities

  • Facilitate bi-weekly department meetings
  • Help lead Billing Center Manager Meetings and Billing Center staff meetings
  • Perform other duties as required

 

Job Requirements/Specifications

Education and Experience:  The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelor’s degree or equivalent work experience
  • Knowledge of Microsoft Office, including proficiency with Excel, MS Word and Outlook
  • Must have prior customer service management experience
  • At least two to three years supervisory experience in a healthcare environment preferred
  • Knowledge/experience with customer service processes or customer service software systems


Qualifications

Essential Qualifications:   To perform this job successfully, an individual must be able to perform each essential duty satisfactory. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Demonstrated ability to quickly and effectively solve customer problems
  • Proven ability to focus attention on determining what can be done to make progress
  • Demonstrated ability to seek and evaluate employee feedback
  • Proven ability to foster a sense of teamwork and cooperation while working with others
  • Proven ability to focus on the work at hand and lead direct reports in this direction
  • Proven ability to clearly organize and effectively convey information
  • Proven skill to work independently in a fast-paced environment
  • Proven ability to be detail-oriented and think beyond today
  • Demonstrated ability to understand and determine priorities, effectively manage time and develop work plans in order to accomplish tasks and/or projects

Language Skills

  • Ability to read, write and speak English proficiently

Physical Demands:  The physical demands describe here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function

  • Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
  • While performing the duties of this job, the employee is regularly required to talk and hear
  • Possess the ability to fulfill any office activities normally expected in an office setting, to include, but not limited to:  remaining seated for periods of time to perform computer based work, participating in filing activity, lifting and carrying office supplies (paper reams, mail, etc.)
  • Frequently required to stand, walk, sit, use hands to feel, and reach with hand and arms
  • Occasionally lift and/or move up to 20-25 pounds 
  • Fine hand manipulation (keyboarding)

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Internal office
  • The noise level in the work environment is usually low