Manager Collections

Caring. Connecting. Growing together.

Primary Responsibilities:

• Ensure that his/her subordinates are developed to become successful in their given or potential role, thus coaching and mentoring is very important. Minimum requirement is to coach your staff at least twice a month for mid and top performers. Bottom performers or your focus people should have minimum of one a week coaching session
• Conduct daily and weekly huddle to discuss strategy to address performance or challenges, provide update and to drive performance. Agenda should be prepared prior to the meeting and meeting should always be documented
• Attendance and Schedule Adherence - Ensure that subordinates are reporting on time and on the days that they have shift. The supervisor should be able to drive attendance always including punctuality and break schedule compliance
• Update all required data as needed based on company requirement (MyGPS, EWS, LH, Allsec, CLL, Peoplesoft, etc.)
• Inventory management including allocation. Ensuring inflow and outflow are properly managed and monitored based on capacity. Provide trends and action plan including burn down plan if sudden surge in volume or decreased capacity due to shrinkage
• Respond to query and escalations then provide feedback to business partners. Deep dive should be conducted and shared with leaders, TAT 24 hours. This should include action plan for the specific person/issue and how this will be prevented in the future
• Ensures that the agents are aware of their performance (daily, weekly and monthly progress). Performance scorecard should be reviewed at least twice a month. So agents are aware of where they stand
• Review audit markdown and conduct error analysis and process related coaching including root cause analysis
• Ensure rebuttals are done when necessary and submitted in a timely manner
• Complete internal audits on a timely manner as deemed required
• Review adjustment requests and approve those which are valid for write-off
• Complete your own production required by your processes.
• Ensure accurate documentation of coaching sessions provided and attended. This should be uploaded in ORBIT. This includes but not limited to performance, behavior coaching and retention conversations
• Ensure accuracy of all data and report submitted including End of Day report
• Update dashboards, trackers, business review files, scorecard in a timely manner, when needed
• Ensure performance boards are updated daily and agents has visibility on it
• Attend scheduled meeting, training and calibration sessions
• Provides purposeful and actionable development feedback to direct reports and monitors to support their performance improvement. If, after the action items of the development plan do not yield the desired positive results in the agreed upon timeframe, a CAP is initiated in accordance to Optum policies and practices
• Study trends and analysis on team performance and be able to device SMART action plan to address team/ individual challenges
• Ensure own and subordinate adherence to company policies and procedures. Strict implementation should be reinforced. Issue corrective action as deemed necessary
• Request needed learning from the trainers or SMEs, Leads and process experts
• Provide floor/virtual support to ensure that agents are assisted real time
• Complete accountability of the team's performance and actions
• Create career pathing for the subordinate you manage
• Create your succession plan
• Drive compliance and success of Vital signs, Bright ideas, engagement activities and other company/process initiatives
• Any additional task that may be required from the process he/she belongs to
• High sense of responsibility and accountability Takes ownership and initiative
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Undergo process training and pass ramp certification
• 6+ years of experience in Hospital Revenue Cycle Management
• Epic experience is preferred
• Working knowledge of medical terminology
• Thorough understanding of insurance policies and procedures
• Basic computer skills, must understand Excel
• Proven excellent written and verbal communication
• Proven ability to think and act decisiveness, assertiveness, with ability to achieve results quickly
• Proven excellent communication capability persuasive, inclusive, and encouraging the ability to listen and understand Ability to elicit cooperation from a variety of resources
• Proven adaptable and flexible, with the ability to handle ambiguity and sometimes changing priorities
• Proven professional demeanor and positive attitude customer service orientation
• Proven ability to learn, understand, and apply new technologies, methods, and processes
• Proven ability to recognize necessary changes in priority of tasks and allocation of resources, and bring them to the attention of Optum Leadership
• Proven ability to be a self-starter and work independently to move projects successfully forward
• Proven ability to work with a variety of individuals in managerial and staff level positions
• Proven to possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Optum and our client organization(s)
• Demonstrates a positive leadership shadow by shaping positive behaviors in areas of influence, building integrity, influencing our values and creating a healthy, high-performance environment