•Accountable for problem resolution, planning, scheduling, people management and staff development.•Train, coach and development of Team of 5 or more members.•Guide and motivate Team Members in order to meet/exceed goals and objectives.•Provide positive feedback to ensure awarding winning Customer Service.•Manage and resolve escalated calls.•Assist with training and development.•Conduct one-on-one development sessions, based on monthly goals.•Report weekly trends of Client Collection Data Analysis.•Work to accurately maximize revenue, increase cash and reduce missed opportunities. •Analyze, improve and direct workflow assignments to increase efficiencies and Patient satisfaction.•Adhere to confidentiality (HIPAA) requirements.

•Maintained full responsibility for conducting quality reviews of customer service representative performance, which included identifying areas for improvement.•Ensured customers received a positive experience while adhering to corporate protocols.•Oversaw the team in proper call handling, transaction handling, and technical support.•Reviewed team performance and recommended professional development opportunities to improve performance.

•Maintained accountability for problem resolution, planning, scheduling, setup, training, counter operations, and parts ordering/processing.•Charged with managing and resolving issues with escalated calls, which boosted customer satisfaction ratings.•Participated in inventory management activities