This employee will establish and define appropriate processes and metrics for Lincare call centers, to ensure KPIs are established and met each month to provide an excellent customer service experience for the customer.   JOB FUNCTIONS Supervises employees in the Customer Pay Call Center Identifies processes to provide an excellent customer service experience Develops and implements appropriate training for all positions Develops and implements a QA program Maintains harmony among workers and resolves grievances Takes corrective action when necessary Develops and measures applicable KPIs Improves work procedures and expedites workflow Communicates with field personnel, regional billing manager, and team regarding any issues that relate to work performance, paperwork flow, or A/R collections Ensures that all calls are answered timely resulting in no greater than a 2% abandonment rate Motivates and grows subordinates to move up within the company Outgoing calls are made with minimal time between calls resulting in set collection goals All new setups for accounts with patient financial responsibility are called on to ensure all correct insurance information is on file Monitor the call volume and waiting times of inbound calls Studies and standardizes procedures to improve efficiency of subordinates Communicates with subordinates regarding their weaknesses and strengths on a monthly basis Provides annual employee evaluations Selecting dialer campaigns for outbound calls Assigns duties and examines work of subordinates for exactness, neatness, and conformance to policies and procedures Holds employees accountable for attendance and performance Resolves escalated patient complaints May be required to travel up to 4-6 times a year