Assistant Manager - Customer service

Job Summary

Establish and direct the quality assurance (QA) activities.

Responsibilities

• Assist manager in reaching team goals and objectives.
• Coach and Motivate staff to reach individual and team goals.
• Perform quality reviews including review with staff. Submit reviews to Manager for review and approval.
• Monitor and analyzes daily performance of staff for productivity, time utilization, quality of work, and customer service.
• Monitor time attendance of Quality Assurance team members and approval.
• Provide feedback on routine disciplinary matters and conduct disciplinary sessions with team members.
• Assist manager in screening, interviewing, training and evaluating new and existing employees.
• Assist manager in conducting weekly staff meetings.
• Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement".
• Assist Manager in monthly and quarterly reporting of quality metrics to operational leadership.
• Attend Privacy and Security Training as required by the HIPAA Awareness Program and comply with all guidelines, policies and procedures to assure sensitive or confidential information is protected in accordance with the HIPAA rules and regulations.
• Lead the team in supporting Parallon policy and goals, while maintaining a positive, professional attitude.
• Escalate performance numbers/information to senior management on a bi-weekly and monthly basis.
• Coordinates with other teams/departments to ensure policies are enforced.
• Act as a resource on projects.
• Adheres to and supports organizational ITS standards, policies, and procedures.
• Adheres to Code of Conduct.
• Performs other duties as assigned.

Education Experience

• Bachelors degree (or equivalent) and at least 4 years of professional experience.
• Equivalent work experience may substitute.
• Minimum one-year supervisory experience preferred.
• At least two years quality experience required.

Must Have Skills

• Ability to interpret policies and procedures.
• Attention to detail.
• Ability to give clear instructions and expectations.
• Provide constructive actionable feedback.
• Ability to tailor communication to given audience.
• Ability to handle conflict calmly and professionally.
• Customer service/problem resolution experience.
• Proficiency in English written and verbal communication.
• Ability to present audit results professionally.
• Experience working with multiple systems.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively.

Nice to Have Skills

• Revenue Cycle experience.
• Experience maintaining accurate records or documentation.

Knowledge, Skills, Abilities, Behaviors

• Organization - proactively prioritizes needs and effectively manages resources.
• Communication - communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately.
• Customer Orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.
• Interpersonal skills - able to work effectively with other employees, patients and external parties.
• PC skills - demonstrate proficiency in Microsoft Office applications and others as required.
• Leadership - guides individuals and groups toward desired outcomes, setting high-performance standards and delivering leading quality services.
• Tactical execution - overseeing the development, deployment and direction of complex programs and processes.
• Policies Procedures - demonstrate knowledge and understanding of organizational policies, procedures and systems.
• Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately.

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