Collections Supervisor

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start **Caring. Connecting. Growing together.**

This function is responsible for Managing billing and/or collection team(s) for optimum reduction AR Days and/or FBNS and working with payers to improve or maintain cash goals set. Position in this function manages staff performance and ensures that the business meets the KPI expectations.

The position carries out his/her duties by adhering to the highest standards of ethical and moral conduct, acts in the best interest of organization and carries out the Vision and Mission of the organization.

**Primary Responsibilities**:

- Ensure that his/her subordinates are developed to become successful in their given or potential role, thus coaching and mentoring is very important. Minimum requirement is to coach your staff at least twice a month for mid and top performer. Bottom performer or your focus people should have minimum of one a week coaching session
- Conduct daily and weekly huddle to discuss strategy to address performance or challenges, provide update and to drive performance. Agenda should be prepared prior to the meeting and meeting should always be documented
- Attendance and Schedule Adherence - Ensure that subordinates are reporting on time and on the days that they have shift. The supervisor should be able to drive attendance always including punctuality and break schedule compliance
- Update all required data as needed based on company requirement (MyGPS, EWS, LH, Allsec, CLL, Peoplesoft, etc.)
- Inventory management including allocation. Ensuring inflow and outflow are properly managed and monitored based on capacity. Provide trends and action plan including burn down plan if sudden surge in volume or decreased capacity due to shrinkage
- Respond to query and escalations then provide feedback to business partners. Deep dive should be conducted and shared with leaders, TAT 24 hrs. This should include action plan for the specific person/issue and how this will be prevented in the future
- Ensures that the agents are aware of their performance (daily, weekly and monthly progress). Performance scorecard should be reviewed at least twice a month. So agents are aware of where they stand
- Review audit markdown and conduct error analysis and process related coaching including root cause analysis
- Ensure rebuttals are done when necessary and submitted in a timely manner
- Complete internal audits on a timely manner as deemed required
- Review adjustment requests and approve those which are valid for write-off
- Complete your own production required by your processes. Minimum of 40 accounts per month
- Ensure accurate documentation of coaching sessions provided and attended. This should be uploaded in ORBIT. This includes but not limited to performance, behavior coaching and retention conversations
- Ensure accuracy of all data and report submitted including End of Day report
- Update dashboards, trackers, business review files, scorecard in a timely manner, when needed
- Ensure performance boards are updated daily and agents has visibility on it
- Attend scheduled meeting, training and calibration sessions
- Provides purposeful and actionable development feedback to direct reports and monitors to support their performance improvement. If, after the action items of the development plan do not yield the desired positive results in the agreed upon timeframe, a CAP is initiated in accordance to Optum policies and practices
- Study trends and analysis on team performance and be able to device SMART action plan to address team/ individual challenges
- Ensure own and subordinate adherence to company policies and procedures. Strict implementation should be reinforced. Issue corrective action as deemed necessary
- Request needed learning from the trainers or SMEs, Leads and process experts
- Drive meal adherence 98% (PHL only) and manage utilization at 71.42% for PH and 75.78% for IND the least
- Provide floor/virtual support to ensure that agents are assisted real time
- Complete accountability of the team’s performance and actions
- Create career pathing for the subordinate you manage
- Create your succession plan
- Drive compliance and success of Vital signs, Bright ideas, engagement activities and other company/process initiatives
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to differen