In the role of Self-Pay Collection Team Lead, you will assume a pivotal position characterized by a multitude of critical responsibilities. Your duties encompass close collaboration with the Supervisor and unit personnel, the management and optimization of key performance indicators, including Monitoring Staff, Call Metrics, Inboxes, AR Reduction/Cash Collections, Escalated/Supervisor Calls, and Views. Your focus will be directed toward achieving team objectives related to NPS (Net Promoter Score) enhancement and reducing aging-related issues. Upholding leadership metrics at established benchmarks is essential to ensure excellence. The preservation and management of lead views and inboxes, as well as the facilitation of rigorous quality reviews, are central components of your role. Furthermore, you will be expected to provide constructive feedback and comprehensive coaching to augment the skills and performance of team members.

Your role is integral to our team's overall success, and we are actively seeking a qualified candidate capable of fulfilling these responsibilities effectively.A Day in the Life

Responsibilities may include the following and other duties may be assigned.

• Assuming responsibility for addressing inquiries from staff and various departments that require resolution and reconciliation regarding account inquiries, inboxes, assist and escalated queue calls.
• Resolving escalations when necessary, ensuring that all relevant stakeholders are appropriately engaged.
• Overseeing team quality reviews, offering feedback to staff, assessing the need for additional training, and taking the requisite steps to equip staff with the necessary tools for success.
• Ensuring the completion of correspondence, emails, Auto Dialer Campaigns, write-offs, and other projects as required.
• Maintaining a vigilant work view at the inflow to expedite account resolution and minimize workloads.
• Ensuring that staff meets the productivity goal standard of 95% or higher while maintaining an average quality score of 2.80 or above.
• Promoting enhanced quality and the reduction of unnecessary redundancies among staff.
• Collaborating with unit Leadership and various departments within the revenue cycle to ensure the prompt resolution of escalations and customer disputes.
• Engaging with staff and leadership on assigned projects as necessary.
• Assisting in the training of new employees and developing training materials as needed.
• Approving refunds, credits, and adjustments within a specified dollar threshold.