Supervisor

• Manage the Service Desk and call center team, including staffing, training, supervision, and performance evaluation.
• Own talent management for the team - recruiting, onboarding, career development, and succession planning - to build a high-performing, engaged support organization.
• Direct reports may physically reside in the United States and/or India working remotely or in an MRO corporate office.
• Oversee day-to-day Service Desk and call center operations across our combined support platforms (Freshdesk and Jira Service Management (JSM)) to resolve reported technology related user issues.
• Implement effective ticket and call triage, assignment, diagnosis, escalation, and resolution processes.
• Maintain SLA and other performance metrics.
• Provide escalation management, in partnership with other Support Supervisors, to review and accelerate resolution for requested support items by working with individual contributors and leaders inside and outside of Support Operations.
• Train and mentor Service Desk Analysts and call center agents to develop strong troubleshooting, phone/call handling, and customer service capabilities.
• Provide real-time support and guidance to ensure excellent user outcomes.
• Use analytics and reporting across Freshdesk and JSM to recognize patterns and trends in ticket and call volumes, and take appropriate, proactive actions to address short-term and long-term issues impacting user experience.
• Support user’s technical platform consisting of hardware - including BYOD equipment, virtual desktop environment, standard software applications, MRO applications, internet/networking, access/security, etc.
• Provide new employees with technical onboarding.
• Establish documented Service Desk and call center processes and systems, spanning Freshdesk and JSM, that ensure consistent achievement of targeted SLA performance, staff productivity, client/stakeholder satisfaction, quality, and other operational metrics.
• Engage cross-functionally to promote collaboration in developing continuous process improvement initiatives that enhance the team’s operational performance, customer service and morale.
• Support direct ticket resolution when staffing levels or demand require. Although this is not the Supervisor’s primary responsibility, all MRO technology Support Operations leaders are expected to contribute as needed to meet business objectives, reduce downtime, and maintain high customer satisfaction.
• Flexible Availability expected – potential to work occasional evening and weekend shifts

Senior Supervisor, Service Desk

Revenue Operations

• Overall management responsibility for Revenue Integrity ROI operations
• Conducting meetings with client audit and HIM stakeholders to review Audit Manager requests with suggestions to streamline workflow, create efficiencies and provide issue resolution / suggestive guidance
• Ability to generate timely, concise, and effective business correspondence
• Responsible for management of labor and expenditures to budget
• Ability to interact with employees, customers, and colleagues in a professional and courteous manner
• Superior time management and attention to detail
• Participate in process review and improvement meetings
• Participate in monthly and quarterly business reviews for client
• Ensuring productivity standards and goals are met for direct reports
• Oversees Area Managers who manage ROI Specialist workflow to ensure maximum productivity and quality standards are met, including guiding Area Managers on work assignment adjustments needed to cover peak periods, leave and vacancies
• Ensures Area Managers perform Quality Assurance (QA) monitoring of work completed by ROI Specialists, and reviews QA outcomes with Area Managers to identify trends and coaching needs
• Ensures Area Managers conduct quarterly and annual work performance reviews for ROI Specialists, and supports Area Managers in developing their team members to achieve professional goals
• Monitors Area Manager performance and provides performance feedback and evaluations for direct reports
• Promoting a positive image of MRO with emphasis on customer service by treating patients, co-workers, and medical center personnel with courtesy and respect
• Responding to customer needs in a positive, professional, and efficient manner
• Improve processes, policies, and practices so as to achieve company’s goals and ensure regional policies are met.

Associate Director, Revenue Integrity Operations

• Manages workflow among on-site employees at multiple client sites to ensure maximum productivity and quality standards are met.
• Adjusts work assignments as needed to cover peak periods, leave and vacancies at the staffed hospital sites.
• Provides coverage in event of backlogs, illness, vacation or leave of absence of ROI Specialists.
• Performs Quality Assurance monitoring of work performance for the ROI Specialists.
• In conjunction with and under the direction of the Area Manager, conducts productivity and work performance reviews for ROI Specialist in accordance with MRO/customer policies and procedures and Federal/State law.
• In conjunction with and under the direction of the Area Manager, monitors performance and provides performance feedback for ROI Specialists.
• Manages employee schedules and approves bi-weekly payroll to include approval of PTO requests
• Promotes a positive self-image of MRO with emphasis on customer service by treating patients, co-workers, and medical center personnel with courtesy and respect.
• Responds to customer needs in a positive and efficient manner.
• Provides support to the Area Manager as needed.

Area Supervisor, Medical Records, Release of Information

Medical Records Specialist

• Determines records to be released by reviewing requestor information in accordance with HIPAA guidelines
• Obtaining pertinent patient data from various sources
• Answer phone calls concerning various ROI issues
• Responds to walk-in customers requesting medical records
• Logs information provided by customer into ROI On-Line database
• Responds and processes requests from physician offices on a priority basis
• Logs medical record requests into ROI On-Line database
• Scans medical records into ROI On-Line database
• Complies with site facility policies and regulations
• Responsible for handling and recording cash payments for requests

Account Manager

• Act as a main contact for communicating and collaborating with assigned accounts
• Reviewing and verifying medical record requests for validity and compliance with HIPAA
• Verifying patient information within assigned accounts' EMR systems
• Confirming request information and requesting additional documentation from patients/requesters
• Pulling and reproducing requested medical records while ensuring accuracy and compliance with MediCopy policies
• Following and performing workflows specific to assigned accounts
• Providing and logging detailed and accurate information on each file/chart processed
• Updating and maintaining an accurate Accounting of Disclosures for all activities and processes
• Providing world-class customer service to patients and clients
• Handling high call volumes while maintaining a high level of service and professionalism
• Maintaining all established production/quality goals