Job Description

• Track team performance against operational and departmental KPIs to ensure all corporate and client goals are being met.
• Lead a team of managers. Monitor their daily activity, individual and team performance. Provide ongoing coaching, training, and guidance.
• Work with your management team on monitoring and reporting staff performance trends to create plans to improve performance for underperforming staff.
• Add, adapt, and implement processes to meet the needs of both the client and the billing teams, with a focus on standardization aligned to a best practice for each process.

• Process analysis to determine and recommend areas of improvement with a focus on increasing offshore staff and automation.
• Present KPI results monthly to executive management, including outliers and action plans. Track status to action plans.
• Determine staffing needs based on volume forecast, financial metrics, and decide on onshore vs. offshore work assignments. Present staffing plan at quarterly meetings.
• Monitor FTEs on account(s) against revenue to ensure expense ratio meets company targets.
• Attend internal and client meetings to answer process or billing related questions and address any issues raised. Create action plans and report on status.
• Provide direction to management staff on work task priorities.
• Investigate outstanding aged accounts receivables to determine the steps needed to obtain payment and take appropriate actions.
• Monitor electronic claim and payment transactions.
• Other duties as assigned.

• Four-year degree or similar level of experience
• 5 - 10 years of experience working and managing onshore/offshore staff in a business environment
• Excellent communication skills - both verbal and written.
• Ability to work effectively in collaboration with diverse groups of people
• Positive experience in attracting, developing, coaching, and retaining high performance team members
• Ability to establish priorities and effectively communicate initiatives and objectives to staff
• Demonstrated strong integrity, positive attitude, and goal-oriented initiative
• Ability to juggle multiple tasks and shifting priorities
• Proficient in using Microsoft Excel, Word, PowerPoint and other related software
• Ability to maintain confidentiality

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