Manager - Customer Advocacy

Position Summary

Manages leadership & training staff along with indirectly managing teams comprising of Customer Advocates and/or Fax and Inbox Administrators. This includes overseeing interfacing activities in multiple locations in office and remote environments. The managers are responsible for overseeing the distribution of work, ensuring workload balance as it pertains to departmental SLAs, and ensuring their leaders are monitoring attendance and productivity for their direct reports. Managers should ensure they are establishing team objectives, mentor and develop team members, and establish processes that best leverage our system’s capabilities. Viewed as a subject matter expert, Managers are able to lend support and their expertise to our customers. Internal customers include the Billing Department, Clinical Services, and the Sales team. External customers include adjusters, nurse case managers and providers, among others.

Primary Duties & Responsibilities

• Provides leadership, direction and support to Advocacy supervisors and team leads in multiple locations; assumes leadership role model for management and supervision best practices.
• Works in conjunction with Quality Assurance and Advocacy’s Training Specialists to identify departmental trends as it pertains to execution of departmental processes
• Assist with establishing team goals and objectives while recognizing how these goals are impactful both departmentally (i.e. staffing model) and organizationally.
• Helps to mentor and develop leadership team as well as participate in interviewing and selection processes for internal placements
• Resolves escalated customer service issues in a timely and effective manner; communicates to appropriate internal and external stakeholders.
• Ensures excellence in customer service utilizing scorecard metrics including turnaround time, individual evaluations, adjustor updates, cases overdue, total visits authorized, number of incoming faxes and number of continued authorization requests, among others.
• In addition to conducting their own, ensures their direct leadership is delivering performance appraisals timely as well as providing their team members with consistent feedback on job performance.
• Provides oversight to Production Releases and delegates out test items to the leadership team to ensure system efficiencies and best practices. This includes working across departmental lines with Revenue Operations, PMO, Account Management, Sales, etc.
  
  

Qualifications

• Must possess excellent internal and external customer service skills
• Strong verbal, non-verbal, and written communication skills
• Demonstrate strong leadership qualities and positive attitude
• Demonstrate poise and exemplary professionalism
• Manage emotions effectively
• Solid use and comprehension of web based applications – MedManager, Salesforce, and Quattro is required
• Must have the ability to multi-task with ease and proficiency
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Zoom