[Hiring] EBO Manager @State Collection Service

Role Description

The GREAT STATE TEAM is seeking a Remote Extended Business Office (EBO) Manager to join our fast-growing teams! As an EBO Manager, you would manage the performance, workflow, activity, standard of service, and revenue deliverables of the entire EBO Department. The EBO Manager oversees the work of the EBO Supervisor Group, prepares and adheres to the department budget, and works to set goals for the department and its staff. The EBO Manager acts to train/coach supervisory staff, work to resolve department personnel issues, and act as decision-maker during the recruitment process as required. The position has overall responsibility for the efficient operation of the EBO department, the management of its personnel, and the performance of the department to required company, client, and regulatory standards.

Veterans and Military Spouses Encouraged to Apply

• Monitors and manages performance, activity, and quality of the EBO Supervisory group and their teams.
• Manages the scheduling, attendance, and workflow of the department to maximize results for company, client, and members of the public.
• Coaches and develops supervisory and department personnel.
• Partners with training to update and maintain department-specific training material.
• Ensures training of staff within the department positively assists with operational and retention efforts.
• Ensures changes/updates to policies, protocols, and information within the department are rapidly and accurately distributed to all relevant staff.
• Partners with Director of Operations and the senior management group to create and implement strategic initiatives and ideas for the EBO department.
• Interviews and screens job applicants for department positions as required.
• Handles personnel and disciplinary issues for department staff as needed, including department supervisors.
• Creates and conducts formal performance appraisals for staff.
• Completes assigned reporting and administrative tasks as required by the department.
• Leads meetings and presentations for company staff and clients. Holds regular internal meetings with supervisory and other staff regarding department operations.
• Maintains internal and external complaint and personnel incident logs.
• Partners with client services, liaising and responding to Clients regarding information requests and issues as needed as well as attending client meetings as needed.
• Ensure budgetary, staff, and activity planning for the department is completed on a strategic, proactive basis.
• Works with company Sales and Marketing function to assist with their department activities as required.
• Reviews and replies to client audits, responding to audit results and making recommendations as necessary.
• Utilizes the company PPMS and other quality processes to maintain and improve the standard of quality and service within the department.
• Reviews and monitors team performance, ensuring that the team is operating efficiently and meeting all contractual service level agreements.
• Supports and demonstrates company core values.

Additional Duties and Responsibilities:

• Completes special projects or other work duties as assigned.
• Participates in the resolution of client issues and nonconformities as needed.
• Adheres to all FDCPA, FCRA, HIPAA, and applicable laws.
• Attend ACA’s Code of Ethics training annually.
• Adheres to all SCS policies as stated in the Handbook.
• Will assist others within the department in their duties when necessary.
• Represents SCS with the professional and ethical work standards consistent with the mission and management policy of the company.
• Ensures all staff activities are within company quality and compliance standards, as well as client-specific protocols.
• Utilizes company and client information systems successfully to gain results as a part of daily duties.

Qualifications

• 2+ years experience managing a department in a Call Center, Customer Service, or Patient Billing function where contact with the public was a part of daily staff duties.
• Knowledge/experience of medical terminology, patient billing, healthcare insurance, and/or healthcare administration.
• Previous experience overseeing other supervisory staff.
• A record of success in carrying out duties such as: performance management, handling disciplinary/personnel issues, staffing/interviewing, reporting, scheduling, and coaching/training.
• Strategic, workflow, and budgetary management experience.
• Personal Computing skills, including MS-Word, MS-Excel, MS-Powerpoint, MS-Outlook, Internet, and keyboarding.
• Ability to enter and update data on company and client systems in an accurate, timely manner.
• Ability to work successfully in a fast-paced, deadline-oriented environment with a record of managing projects and initiatives to completion.
• Strong organization skills with a focus on attention to detail as well as the ability to work on multiple tasks simultaneously.
• Articulate written and verbal communication skills and the ability to communicate with remote staff effectively and timely.
• Focus upon customer service and deliverables ensuring that information provided to clients is accurate.

Benefits

• Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts.
• Paid time off.
• 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day.
• Family Friendly Events.
• Wellness Programs/Gym Reimbursement.
• All necessary equipment and technical support provided.
• * Benefits eligibility is dependent upon FTE Status and Position.
• * All offers of employment are contingent upon successful completion of all post-offer processing.