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Req Number 83898Job DescriptionPOSITION SUMMARYA Supervisor of Proactive Servicing within Northwell Health Financial Services, has a passion for delivering extraordinary service to our customers, who deserve and expect the ultimate in health system experiences. The supervisor will be a leader who is exceptionally customer focused and will develop high touch, premium service experiences to drive revenue and satisfaction. We want extraordinary people who can surpass our customer's expectations by providing a unique interaction with our organization that strives to drive high satisfaction and loyalty.RESPONSIBILITIESDevelop and execute high touch proactive services

Manage the day to day operations of the Proactive Servicing Team including the strategic assignment of work to team specialists bearing departmental trends and urgencies.

Oversee the proactive facilitation of customer focused resolutions for high balance, pre-service and bad debt avoidance accounts.

Responsible for the overall delivery of 'Concierge Servicing' that leads to the increase in collections and payments reducing the rollover to bad debt and broken promises by offering high touch experiences.

Partners with leadership to develop strategies and outreach programs that preemptively assesses customer needs to drive positive payment behaviors, mitigate issues and enhance the customer experience.

Supervise and support all cross functional business requests for high-touch customer outreach initiatives.

Perform systematic and rational analysis to identify the root cause of problems and track trends.

Manage the execution of strategies and initiatives that address and resolve complex and highly sensitive customer inquiries and issues including but not limited to: inaccurate bills, payment plans, financial assistance, online bill pay, payment options, collection vendors etc.

Determine and analyze potential causes of deficiencies.

Develop recommendations for process improvements and work collaboratively with department manager to leverage available resources.

Ensure proper maintenance and integrity of conventional and computer-aided records and information.

Build and maintain productive intra-departmental work relationships to optimize operations.

Develops, manages and evaluates direct reports.

Provide coaching and feedback to staff on a continual basis. Conducts staff annual performance reviews.

Supports other areas of Customer Service, inclusive of Call Center needs, as required; Provide backup agent coverage when needed

Performs related duties as required.


Associate's Degree required, or equivalent combination of education and related experience

Minimum of five (5) years call center, customer experience, loyalty marketing, retention strategy or relevant experience required.

Proficient in PC applications (Microsoft Excel, PowerPoint, Word).

Excellent customer service, communication and problem resolution skills required.

Excellent analytical and problem solving skills, required.

The ability to communicate with customers is vital to your success in this role, this means being able to converse naturally and adapt your approach to them and build a strong and trusting relationship.

Customer interactions will be on the phone and in-person requiring strong written and verbal communication skills.

There is a great deal of time management and multi-tasking involved and your ability to quickly and confidently navigate a number of systems at once will be vital.

Problem solving skills are essential, you will deal with a wide variety of complex inquiries requiring your ability to think outside of the box while collaborating with internal service teams to provide timely and in-depth solutions.

Proficiency in data analysis and quantification including interpreting statistical data to identify trends and exceptions, preferred.

Additional Salary DetailThe salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).The salary range for this position is $58,500-$85,720/yearIt is Northwell Health’s policy to provide equal employment opportunity and treat all applicants and employees equally regardless of their age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, pregnancy, genetic information or genetic predisposition or carrier status, marital or familial status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.

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