FM Billing Technical Supervisor

Job Description:

The Technical Billing Supervisor is responsible for coordinating the day-to-day operations of the billing function in accordance with the company’s policies and procedures. Assist in the development, growth and planning of the team as well as establish team objectives to ensure the team operates in a manner consistent with company financial and operational goals. This role ensures exemplary customer service and tenacious problem solving while also driving departmental strategies. Strong verbal and written communication skills and the ability to work well within a team environment are essential. The ideal candidate will be fast-learning, energetic, and self-motivated. This role requires a high level of confidentiality as well as attention to detail. The Billing Supervisor must possess the ability to recognize certain behavior patterns, track changes, provide feedback, and address certain nuances appropriately.

The Billing Supervisor handles a variety of tasks and analysis, including prompt CSR (Customer Service Representative) email escalation reviews, preparing weekly and monthly team and internal reporting. This position assists with the more complex billing issues and may interact with outside sources and other department Leadership. Additional responsibilities include timekeeping, time tracking, time off approvals, team scheduling, and various miscellaneous duties as requested by upper management.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

KEY RESPONSIBILITIES – ESSENTIAL FUNCTIONS:

• Supervise and coordinate daily activities related to billing
• Successfully resolves complex customer inquiries using multiple customer support tools, including (but not limited to) Salesforce Service Cloud and email
• Effectively manages queues and cases they are responsible for using available reports/data
• Review work of the billing team to ensure accuracy, resolving inconsistencies as needed
• Ensure production effectiveness by monitoring reports, assigning resources, analyzing processes, and making recommendations for process improvements
• Investigate and respond to escalated and complex billing related issues
• Perform quality control review of billing processes by conducting periodic audits and aid with the development of system performance standards
• Identifies trends and perform root cause analysis and communicate findings to department leaders
• Develop and maintain relationships with other departments to collaborate on issues and ensure optimum customer satisfaction
• Develop and prepare reports and metrics
• Process the weekly and monthly closing of the billing cycle; review & work weekly/monthly billing reports

LEADERSHIP RESPONSIBILITIES:

• This position’s leadership responsibilities involve developing others, building and maintain relationships, managing effective teams and work groups, and valuing diversity and difference.

COMPETENCIES – SKILLS:

• Strong oral and written communication skills include the ability to interact with internal and external clients at multiple levels
• Organizational skills include the ability to prioritize multiple tasks
• Strong analytical and problem-solving skills
• Strong PC skills include word processing, spreadsheet, and database proficiency along with the desire to expand those skills
• Encourages learning and development in others while projecting enthusiasm, motivation, and fair disciplinary actions
• Future focused, drives change, champions innovation, and creates a shared vision
• Acts confidently assertively, is thorough and accurate, provides clear directions to employees and is accountable for their actions
• Demonstrates flexibility, creativity, organizational sensitivity, and is commercially astute
• Demonstrates a proactive approach by thinking and planning strategically and being responsive to organizational and team needs

EDUCATION and EXPERIENCE:

• Bachelor’s degree in accounting preferred
• One (1) year supervisory experience preferred
• 2-3 years previous experience in a team leader or training position in lieu of supervisory experience
• Must have strong customer service experience
• Expert level PC skills including Excel and Word
• Two (2) years of relevant work experience

JOB SPECIFICATIONS and WORK ENVIRONMENT:

• Work Environment: This position is Remote.
• Positions Type/Standard Sche