Manager, Nat'l Customer Pay

This employee is responsible for overseeing and improving call center processes related to customer payment inquiries and account resolution. This employee ensures operational efficiency, compliance, and customer satisfaction through strategic management of inbound and outbound call activities.
JOB FUNCTIONS

• Leads and manages call center teams handling payment-related inquiries, focusing on accuracy and timeliness of responses
• Monitors inbound and outbound calls for quality, compliance, and adherence to service standards
• Develops and implements process improvements to optimize call handling and resolution workflows
• Coordinates with Operations Support and Escalation Teams for issue resolution
• Reviews daily performance dashboards and call metrics to identify trends and areas for improvement
• Handles escalated payment disputes and complex account inquiries
• Conducts team huddles and communicate updates, priorities, and best practices
• Collaborates with Sr National Customer Pay Manager for staffing and scheduling adjustments
• Provides coaching and feedback to team leaders and agents to enhance performance

Qualifications Education

• Bachelor's degree in business, Finance, or related field (or equivalent experience), Required

Work Experience

• 5+ years in revenue cycle or call center operations, with a focus on payment-related calls

Knowledge, Skills, and Abilities

• Strong leadership and team management
• Excellent analytics and problem-solving
• Proficiency in call center systems and CRM platforms
• compliance standards and financial regulations