Lead, coach, and mentor multiple Team Leads and their AR specialists.
Conduct regular touchpoints, performance reviews, and one-on-one check-ins to guide development and reinforce process standards.
Collaborate with the QA/Training team to ensure new process updates, payer guidelines, or regulatory changes are cascaded effectively.
Monitor roster adherence, shrinkage, and floor coverage to ensure staffing efficiency.
Participate in calibration sessions and collaborate with stakeholders to drive process consistency and best practices.
Use operational reports and dashboards to analyze productivity, identify gaps, and implement improvement plans.
Support the rollout of new tools, documentation practices, and training initiatives.
Ensure that team KPIs such as Call per hour target, productive hours and accuracy.
Prepare performance and trend reports to share with clients or leadership, including recommendations for continuous improvement.
Be approachable and available to team members, promoting open communication and support.
Promote a culture of collaboration, accountability, and continuous learning.
