Collections Unit Manager in Corona, CA at Parallon

Date Posted: 4/23/2018

Job Snapshot

Job Description

Job Purpose:  Directs and coordinates collections activities within assigned department, ensuring external client satisfaction.  Coordinates, manages and facilitates workload, assignments, tasks and projects recognizing production goals.


Essential Job Functions:

1.      Maintain an adequately trained collection staff to handle current production goals within department(s).  Monitor and ensure that the daily contact, production goals and quality of work are being achieved by the staff.  Track production on proper forms and documentation.


2.      Screen and hire new staff members, train new and existing staff members.  Complete employee orientation and checklist with all new employees within 60 days.


3.      Maintain and monitor weekly/monthly payroll and scheduling for all staff which includes time off & OT issues.  Approve employee time records.  Manage time off requests to ensure no department impact on collections.



4.      Perform weekly QA audits on staff. Achieve and maintain acceptable scores and functions as outlined in the QA program.  Maintain prompt and accurate documentation outlining all steps of the QA program that have been taken in individual organized files.  Fill out the proper forms.  Audit the assigned number of accounts per day following a set schedule.  Forms will be completed and turned in within required timelines.


5.      Provide hospital system training to staff who operate in both DM9 and the hospitals billing system when following up on patient accounts.


6.      Provide coaching and development daily through informal observation and formal monitoring.  This includes monitoring telephone calls, voice and emails and conducting side-by-sides.  Conduct daily coaching sessions with staff members and provide performance feedback.  Complete and maintain required documentation regarding performance and training/development needs.  Review documentation with staff members.


7.      Assist the Director of Operations other and department heads by providing updates on procedural and client oriented changes to the procedure manual for respective departments.  Assist/Maintain a comprehensive and updated procedure manual for respective department.  Make changes and provide updates when necessary and forward them to the staff. 


8.      Monitor and ensure proper inventory maintenance and work-map follow-up.  Review weekly inventory-production report.  Completion date will be noted on the checklist of duties.


9.      Maintain an inventory of problem accounts that have been escalated up by the Lead Supervisors and make follow-up calls or provide other resolution action as needed.  Provide assistance to staff on individual account issues.   Ensure proper follow-up by seeing that inventory of accounts never exceeds 25 on a daily basis.  Escalate as deemed appropriate.


10.  Prepare daily and weekly reports as needed as to the status of the MTD production goals. 


11.  Monitor and manage the dialer to perform at optimum levels.  



12.  Be available to attend staff meetings in the Director of Operations absence.  Bring and provide an update on MTD production reports.


13.  Create, track and maintain daily/weekly/monthly incentive game totals.  Provide proper tracking reports as needed by payroll/accounting dept.


14.  Ensure weekly Rap sessions with staff members occur.  The goal of this meeting is to provide the staff an open forum to discuss collection related issues that affect clients, co-workers, the company etc.  Meet with Team Lead to review and address issues surfaced.


15.  Other duties as assigned.

Job Requirements


Ø  Knowledge: Working knowledge of hospital billing cycle and medical terminology.  Capable of meeting production goals through subordinates.  Strong focus on customer service. Bachelor’s degree in Business or equivalent or a combination of a high school diploma or equivalent plus advanced relevant formal training.

Ø  Experience: Minimum 4 to 6 years experience in collections, customer service or equivalent with progressive responsibilities.  At least 2 years previous supervisory experience or leadership in a similar capacity.  Experience with standard office software products a must.

Ø  Skills/Aptitudes: Demonstrated leadership, analytical and problem solving skills, plus the ability to act/decide accordingly.  Ability to communicate at all levels both internally and externally with clients.  Ability to collect, create and research complex or diverse information.  Exceptional customer service and the ability to plan organize and exercise sound judgment. Ability to operate in multiple hospital systems.



Disclaimer:  The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be an exhaustive list of responsibilities, duties and skills required.