Contact Center Operations Manager of Strategic Accounts

• Status: Full-Time
• Hours: 40
• Location: Hybrid- In-Office and Remote.
• Training: Ongoing (Paid)
• Starting Pay Range: $80,000 - $100,000 based on prior experience
• Travel: Occasional travel (5%-10%)

**Must reside in Colorado, Wyoming, or Montana to be considered**

About the Company

Revenue Enterprises is a Customer Service Contact Center designed to support the Revenue Cycle and Patient Customer Service needs of our healthcare clients. We operate around the simple principles of integrity, passion, and respect. Holding these values are the foundation of how we approach our clients' success. If our values align with you, join our team and play a unique and important role in our mission to change healthcare for the better.

What makes REL different?

Family owned business where you become part of the family- not just a number

Over 20 years of consistent and healthy growth with world class clients

Your voice is heard and appreciated

You are a part of the success with your ideas and your efforts

You are appreciated and valued

Award winning workplace: 2022 Top 10 Best Places to Work in Collections - Earned #10 spot in the Country!

Competitive pay and incentive program

We promote from within! Grow your career with Revenue Enterprises

Work from home opportunity with modified in-office work options available for those who like the "office" setting

The Contact Center Operations Manager of Strategic Accounts oversees Extended Business Office (EBO) daily operations for Revenue Enterprises’ largest client programs, inventory workflows; productivity; contact center service metrics and KPIs; work quality and most importantly client relationships and deliverables. The Manager ensures that each representative is fully trained in all clients Standard Operating Procedures (SOPs) and work expectations and holding quality conversations with patients to answer questions, help them understand their balance(s) and their options to resolve while adhering to HIPAA and other governmental regulations. The Manager enacts and manages workflow strategies and processes to ensure that accounts are worked timely and accounts needing assistance outside of the contact center operations are forwarded to the appropriate internal or external teams through the appropriate channels. The Manager works directly with their EBO Clients to develop expectations agreed upon bilaterally between Revenue Enterprises and the Client.

Essential Job Functions:

• Oversight and management of EBO daily operations for assigned client programs which will include Revenue Enterprises’ largest client programs.

• Works collaboratively with Leadership, Client Experience, and IT to facilitate client needs.

• Oversight and management of program staffing; account/inventory workflow; productivity; contact center service metrics; and work quality for EBO programs.

• Provides and/or coordinates direct training for EBO Customer Service Representatives in scripting; self-pay collection techniques; healthcare billing processes; client systems and system update expectations.

• Coordinates and schedules training with Client Experience Management and Client(s) on Client Specific processes and systems.

• Works in collaboration with Client Experience Management to develop, audit and update program SOPs on an annal basis.

• Provides training for employees on expected work efforts and follow-up processes.

• Monitors recovery efforts and works with Management to ensure work queue structures are in place to maximize recovery and inventory work efforts are performed efficiently and effectively for each client program.

• Regularly audits work efforts to ensure quality and compliance.

• Ensures QA and productivity feedback is delivered to staff to meet or exceed minimum performance expectations and drive performance improvement of individuals and team.

• Tracks daily, monthly; and yearly trend average Key Performance Indicators for Inbound and Outbound call management, attendance, patient satisfaction, and collections. Sends daily dashboard report to Management and Client as requested.

• Works cooperatively with other REL departments to ensure inventory is worked in a timely and appropriate manner for each client program.

• Delegates work with clarity and is responsible for creating a reporting system and checks to ensure that work is accomplished timely and accurately.

• Responds promptly and professionally to all Client inquiries and loops in Management and other departments as needed to ensure quick and thorough response to all Client needs.

• Handles escalated consumer calls for representatives to answer and resolve patient/guarantor questions or disputes on behalf of our healthcare providers while protecting the brand of our clients in the community. Also ensures all escalated calls managed by supervisors or team leads are responded to appropriately and in a timely manner.

• Meets regularly with employees to ensure good dialogue is in place on performance, career goals and training needs. Enacts disciplinary measures as needed to improve performance issues.

• This position is hybrid, and the Contact Center Operations Manager of Strategic Accounts may work remotely if desired, but also must be available to work onsite based on the needs of the company around training, coaching, meetings, or other purposes on occasion.

• Participates in Client Meetings both remotely and traveling onsite to client locations as necessary to report and collaborate on EBO efforts and to ensure Revenue Enterprises EBO Division efforts are meeting the needs of our clients and that efforts meet SOP standards.

• Revenue Enterprises values work-life balance. However, this is an exempt position and individuals in this role are expected to respond to client and/or employee escalations after normal business hours and weekends when appropriate and necessary.

• High School diploma and at least 5 years’ experience in Healthcare Revenue Cycle Operations. Prior Management experience required.
• Average to Advanced skills in MS Word, Outlook email, Excel and Powerpoint.
• Ability to analyze data and reports.
• Prior experience with managing workflow and inventory
• Strong verbal and written communication skills.
• Demonstrated experience and comfort presenting learning materials, and data/metrics performance to staff, management, and executives, as well as performance metrics and results to clients during regular client performance reviews.
• Bachelor’s degree in business administration, Healthcare Administration, or Finance is preferred.
• Extensive Experience working in or certification in one or more Electronic Health Record systems including, but not limited to Epic, Cerner and/or Meditech is preferred.
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• Abilities required:
• Must be able to sit for work 6-8 hours per day.
• Typing skills 40+ words per minute.
• Ability to compose and write instructions, procedures and reports.
• Ability to use multiple computer systems effectively and Intermediate skills on MS Office.
• Ability to read and interpret information.
• Ability to communicate verbally and in writing with various individuals and clients.
• Ability to analyze data and report on findings to Management and Clients.
• Other duties as assigned and determined appropriate for the position.