Job Description

Supervisor - Healthcare Collections

Shift: Monday through Friday 12p-9p est 

Salary: $48,000 to $57,000 per year

About Firstsource 

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Role Description: As Supervisor - Healthcare Collections, you will provide leadership and training to accomplish the company goals and objectives while simultaneously monitoring Collection Representatives to ensure they achieve the desired levels of productivity, efficiency, and accuracy in all processes.

Roles & Responsibilities

• Utilize and communicate performance data to improve collector performance and achieve monthly gross collection goals
• Conduct collector performance evaluations to offer employee coaching and foster continuous improvement
• Ensure compliance with company policies, client standards, and federal and state laws
• Develop staff through ongoing coaching, training, and mentoring
• Oversee team performance metrics and provide regular progress reports to the manager
• Implement employee disciplinary procedures with management approval
• Create and prioritize outbound call campaigns to maximize collector workload and enhance performance outcomes
• Effectively prioritize workflow and communicate priorities to Collection Representatives
• Assume responsibility for all other assigned duties. Top of Form

Expected/Key Results

• Ensure that both software and IT systems are operating at peak efficiency.
• Achieve the targeted success rate for all technology transformation projects, ensuring they meet scope, budget, and timeline objectives.
• Drive a reduction in IT costs while maintaining high-quality services.
• Effectively manage and meet SLAs (Service Level Agreements) for technology, including Incident Management, Proactive Monitoring, and maintaining a self-healing, redundant, and resilient network.
• Guarantee uninterrupted IT uptime for all operations, minimizing disruptions.
• Cultivate and maintain both new and existing client relationships, fostering long-term partnerships.
• Manage costs effectively, meeting headcount, attrition, and budgetary targets for the function.
• Develop strong internal stakeholder relationships

Preferred Educational Qualification

• Associate degree preferred; High School diploma or equivalent required

Preferred Work Experience

• 1-2 years previous supervisory experience preferred
• 2+ years in the collection industry and/or related field

Competencies & Skills

• Basic computer and keyboarding skills required
• MS Office program knowledge preferred
• The ability to lead, inspire, and motivate a team of collection agents to achieve targets and deliver results.
• Strong verbal and written communication skills to interact with team members, clients, and patients effectively.
• Understanding of healthcare terminology, insurance, and billing practices to navigate the complex healthcare collections landscape.
• Proficiency in negotiation and conflict resolution to facilitate payment arrangements with patients while maintaining positive relationships.
• The capability to analyze financial and patient data, identify trends, and implement strategies for improved collections.
• A commitment to providing excellent customer service, even in challenging collection scenarios, to maintain a positive reputation for the healthcare organization.

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