Essential Job Functions:

• Plans, assigns, prioritizes and directs the work of customer service representatives; interviews and makes hiring recommendations; trains staff; responds to questions and complex problems; conducts performance evaluations on staff; and makes recommendations for disciplinarian actions.
• Plans, supervises, assigns and monitors the processing and recording of client registrations, service events and appointment scheduling at each client service location in a consistent manner.
• Plans, develops, reviews and implements customer service procedures at each client service location including telephone procedures, customer greetings, customer complaint resolution, etc. to ensure timely and courteous responses to call-in and walk-in customers.
• Contributes to the resolution of customer complaints by handling serious or sensitive complaints which cannot be resolved by customer service representatives, keeping immediate supervisor apprised of the situation.
• Ensures maximum payment for services rendered by way of appropriate collection techniques, benefits verification, co-payment collections and invoice processing.
• Initiates and maintains working relationship with third party insurers for authorizations as applicable.
• Ensure all eligibility and authorizations are processed accurately and timely to capture reimbursement as applicable.
• Ensures efficient utilization of appropriate clinical staff by preparation and maintenance of appointment scheduling.
• Ensures the efficient balancing and processing of cash, checks and credit card remittances on a daily basis.
• Ensures the timely data entry of service events and client registrations
• Ensures appropriate customer service coverage for all client service locations; to include covering the front desk when other customer service personnel are not available
• Ensures periodic issuance of customer satisfaction surveys including tabulation of results.
• Performs other related duties as assigned.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience: Graduation from an accredited school with a Bachelor's Degree in an area pertinent to the program/department responsibilities, and two years of directly related experience required. One year of experience providing supervision preferred. Additional education, experience, and/or certification may be required per program/department guidelines. As allowed by program/department, a combination of education and experience may be substituted for the degree requirement.

Knowledge/Skills/and Abilities:

• Knowledge of standard customer service practices preferably in a medical office setting, including benefits verification practices, admissions practices and appointment scheduling, and office procedures and equipment.
• Knowledge of specialty and DCF programs, as well as an understanding of copay, coinsurance and deductibles to ensure accurate payment collections.
• Some knowledge of bookkeeping, general accounting practices, collections techniques and cash registering procedures.
• Ability to communicate effectively, both orally and in writing.
• Ability to review moderately complex records both on hard copy and online from a computer terminal.
• Ability to supervise employees at multiple locations, make decisions in a manner consistent with company policies or payor agreements, resolve customer complaints which cannot be resolved by customer service representatives and be able to deal effectively with potentially stressful situations.

Necessary Special Requirements: Possession of a valid Florida driver's license, acceptable driving record, and proof of personal automobile insurance if required to drive an SMA vehicle and/or use a personal vehicle for SMA business. Complete State of Florida mandatory background screening prior to start of employment. Complete SMA required training during the first six (6) months of employment and updated if required.

Physical: Mobility and ability to bend and reach during an 8-12 hour day. Able to lift minimum 10 pounds. Visual and auditory acuity sufficient to evaluate, intervene, treat, and record client health care needs. Fine motor skills for legible and accurate writing of reports, charting, scheduling, daily correspondence and presentation. Work endurance ability to work an 8 to 13 hour day with a lunch break as possible. Routine 8 to 12 hour shifts. Hours and days off may vary. Weekend and after hour coverage will be required. Extra hours/rotation of shift may be required. On call duties will be required.

Application: This class specification is intended to identify the class and illustrate the kinds of duties that may be assigned to its incumbents. It should not be interpreted as describing all of the duties whose performance may ever be required of such an employee or be used to limit the nature and extent of assignments such individuals may be given.