Customer Service Center/Inbound Calls Team Leader
- Atlanta, GA
With our rich history of quality products and services, we are committed to providing our customers with the information and tools needed for you to be successful in your role in healthcare. Whether you are a clinician, doctor or administrator of a hospital, a distributor or GPO, we hope you will find the information in this section useful in our collaborative quest for positive patient outcomes.
JOB SUMMARY: This position requires a person who has extensive experience in managing 3rd party collections activities in a high volume, fast-paced call center environment. The right candidates for these positions will have a history of being hands on leaders when it comes to the training, development, and quality auditing of their collections staff, and will be able to speak about their ability to motivate their collections team to meet and/or exceed their personal, client-driven, and company goals.
JOB SPECIFICATIONS: Responsibilities include, but are not limited to: Coaching through side by side call monitoring with real time feedback and weekly call reviews. Assist collectors in any 2nd talk offs they need to ensure account will be paid off. Ensuring team goals are in line with collection floor rules and department procedures. Review individual goals with each associate and give positive feedback/opportunities for improvement. Track goals and produce weekly reports, conduct meetings, and distribute daily collections results. Maintain working knowledge of all policies, procedures, and programs. Ensure all team members are trained properly and conduct monthly refresher trainings. Maintain professional demeanor, timely attendance, and proper follow up of work assignments and projects. Develop contests and incentives to motivate the collections team. Collaborate and make recommendations on policies and internal controls with the Manager and Director of the department
QUALIFICATIONS: 2 - 3 years of collections experience in a call center environment required. At least 1 year of experience supervising customer service or collections representatives. A self-starter with great attention to detail. Organization and time management skills. Strong work ethic and ability to handle confidential materials. Strong ability to communicate including great negotiation and persuasion skills. Ability to multi-task in a fast paced environment. Must be familiar with MS Windows and MS Office (Word and Excel primarily). High school diploma or equivalent education is required.
As a medical products company with a strong technological heritage, our employment opportunities include scientific, professional, technical, and managerial positions, as well as a wide range of marketing, operations, manufacturing, data processing, and support functions. It has been and will continue to be a fundamental policy of our Company not to discriminate on the basis of race, color, religion, sex, national origin, age, disability, or status as a Vietnam era or special disabled veteran with respect to recruitment, hiring, training, promotion and other terms and conditions of employment. In addition, our Company complies with local laws in each jurisdiction in which it maintains facilities.