• Assure that the Patient Contact Center Department is responding timely and appropriately to patient calls, emails and chat interactions according to stated goals and patient experience expectations• Provide team support and guidance to all Patient Contact Center Functional areas:o Working files and policy and procedure manuals are developed and maintainedo Adequate staffing levels are achievedo Budgetary guidelines are followedo Workflow is efficient and effectiveo A positive work environment is created and maintained• Meet patient satisfaction goals set as determined by patient surveys• Meet monthly recovery goal as established by senior leadership for both inbound and outbound calls• Meet and sustain Patient Contact Center KPI’so Call center efficiency metricso Quality Assuranceo Patient Satisfactiono Revenue recovery• Achieve employee engagement (set annually) as determined by the annual survey• Set clear expectations and create accountability with supervisors to build the best environment available for the representatives supporting patient interactions• Perform standard managerial tasks such as hiring, training, performance reviews, conflict management and disciplinary action as required, termination, payroll etc• Develop good teamwork and a positive and productive environment within your team• Facilitate monthly department meetings• Facilitate bi-weekly Supervisor meetings• Provide professional feedback and coaching to staff on a daily basis• Monitor, analyze and report monthly team performance to Director• Develop and implement new policies to increase revenue• Maintain dialer campaigns to maximize revenue recoveries:o Devise dialer strategies to increase penetration rateo Develop talk-offs for agents against rebuttals• Interact with other departments to identify opportunities for improvement and to partner with them to resolve through sustainable and repeatable processes

• Supervise team of Patient Services Representatives• Support the department in o Properly controlling and bringing difficult calls to resolution.o Identifying issues that may hinder call volume Departmental trainingo Providing leadership • Maintain appropriate staffing levels according to budget.• Perform supervisory tasks such as hiring new staff members, performance reviews, counseling problem employees, conflict resolution, terminations, payroll, etc.• Be a role model within the department by exhibiting mature leadership qualities such as a positive outlook, confidentiality, respect and team spirit.• Coordinate with other departments to resolve billing problems.• Report needs for department as it pertains to abandoned call and attendance• Assist team members with questions concerning policies and procedures and issues with more complex accounts• Understand payer EOBs and identify posting errors of payments and adjustments.• Maintain departmental call production standards • Provide feedback to Supervisor of any issues affecting the team, including technical issues, policy issues, morale issues, or any areas of conflict within the team.• Assist Customer Service with complex patient phone calls.• Complete Skillport Training sessions in the timeframe allotted by management, and maintain passing scores for same.• Attend designated functions, when necessary, as determined by the Operations Manager.• Other duties as assigned.

• Met and exceeded department budget that averaged over 3.5 million monthly in gross collections• Managed a team of more than 120 employees• Conducted interviewing and hiring of new employees• Point of Contact for all Training and Development of current and new employees• Communicated monthly updates on new office processes directed from corporate• Introduced new clientele portfolios• Daily tracking reports on client trends and overall production• Auditing employees to ensure compliance guidelines are met• Implementation and utilization of IVR dialing systems• Dealt with high level concerns of clients and upper management• Direct contact for major clients that list $5 million monthly• Responsible for department payroll• Complete special projects as needed