Manager, Move-in and Billing Support

Company Description

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more.  Our services are offered at no cost to families as we’re paid by the 14K+ communities and 3K+ providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. 

Employees who thrive at A Place for Mom live our values every day:

• Focus on excellence
• Act with integrity and assume positive intent
• Drive outcomes every day with passion and a sense of mission
• Make the lives of our families and customers better, easier and more successful
• Realize the full potential in each team member -- work as a single supportive team

Job Description

The Move-in & Billing Support Specialists directly contribute to revenue collection and growth goals for the company by validating and confirming moves with customers through a variety of communication channels and then collecting and processing the data necessary to generate an invoice.

As a manager you will develop objectives for the day and ensure efficient resource planning to maximize the productivity of the team, motivate the team to complete the objectives, monitor key metrics, and coach and mentor direct reports holding them accountable for performance.

This role requires a combination of analytical and strategic skills, commitment to delivering a seamless customer experience, and the ability to work cross functionally with other managers to maximize outcomes and drive success.

Who you are:

A proactive leader that thrives in a fast past environment.  You are both process and data driven; you love to jump into the numbers, at the same time however, you are a people person and excellent communicator – both verbal and written – with strong follow up and organizational skills.

What you will do:

• Manage, lead, and coach the team of Move-in & Billing Support Specialists
• Motivate the team and ensure goals and production levels are met.
• Hire, train, and ramp up new hires and provide continuing education training.
• Develop and maintain a positive work environment and culture.
• Move quickly between tasks or carry out multiple duties and responsibilities at the same time.
• Handle new and sometimes urgent tasks with brief notice.
• Analyze pipeline reports to identify where performance levels are not met and provide direct coaching where needed to ensure production goals.
• Analyze processes to identify opportunities for efficiency improvements.
• Manage the customer experience as it relates to relaying proper information to customers.
• Work directly with other managers on the finance team to ensure a smooth hand off to ensure expeditious payment.
• Keep in excellent communication with Senior Director, Customer Billing & Payments, and prepare reports of weekly accomplishments and achievement of goals.

Qualifications

• 3-5 years of people management experience in customer service, call center, or finance role.
• Strong interpersonal communication skills including the demonstrated ability to provide great customer service, train, lead, and grow a dedicated team of employees.
• Ability to analyze processes to improve efficiencies and streamline processes.
• Strong organizational and prioritization skills with the ability to set priorities, meet deadlines, and manage multiple priorities or projects at once in a fast-paced environment.
• Ability to work weekends and holidays as needed when they fall on the last day of the month.
• Detailed and meticulous record keeping skills.
• Self-motivated, requiring minimal direct supervision.
• Ability to research and resolve issues with strong attention to detail including utilization of creative problem-solving skills.
• Ability to exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.
• Strong computer skills required, including Microsoft Excel and Google suites.
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