Manager, Consolidated Services/Billing Call Center Manager

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

680 Lake Shore Drive

Job Description

The Customer Service/Billing Call Center Manager is responsible for overseeing the daily operations of the billing call center. This role involves managing staff, ensuring high levels of customer satisfaction, and optimizing processes to meet and exceed key performance indicators (KPIs). The Customer Service/Billing Call Center Manager will play a crucial role in developing strategies to improve service levels, enhance team performance, and drive overall efficiency.

Key Responsibilities:

Operational Management:

• Oversee the day-to-day operations of the Revenue Cycle Operations Billing call center, ensuring that all activities are carried out in a timely and efficient manner.
• Monitor and manage call volumes, staffing levels, and productivity to meet service level agreements (SLAs).
• Implement and refine Customer Service/Billing call center processes to improve efficiency and customer satisfaction.

Team Leadership:

• Lead, mentor, and motivate a team of call center agents and a lead.
• Conduct regular performance reviews, provide coaching, and develop training programs to enhance skills and performance.
• Foster a positive and collaborative work environment that promotes teamwork and high morale.

Performance Monitoring:

• Track and analyze key performance indicators (KPIs) such as call wait times, average handling time (AHT), abandon call rate (ACR), first call resolution (FCR), and customer satisfaction.
• Develop and implement action plans to address any performance gaps.
• Prepare and present regular weekly and monthly reports on call center performance to Director.

Customer Experience Management:

• Ensure that the call center delivers a superior customer experience in every interaction.
• Handle escalated customer issues and work to resolve them efficiently.
• Collaborate with other departments to ensure a seamless customer service experience.

Technology & Process Improvement:

• Collaborate with IT/IM and other relevant departments to ensure that call center technology is up-to-date and meets operational needs.
• Identify and implement process improvements and automation opportunities to enhance efficiency.
• Stay informed about industry trends and best practices, integrating them into the call center’s operations where applicable.

Budgeting & Resource Management:

• In collaboration with Director, manage the call center budget, ensuring efficient use of resources.
• Forecast staffing needs and manage recruitment processes in collaboration with leadership and HR.
• Ensure compliance with company policies and relevant regulations.

Education

Bachelor’s Degree (Required)

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

• Supplemental Life, AD&D and Disability
• Critical Illness, Accident and Hospital Indemnity coverage
• Tuition assistance
• Student loan servicing and support
• Adoption benefits
• Backup Childcare and Eldercare
• Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members
• Discount on services at Lurie Children’s facilities
• Discount purchasing program

There’s a Place for You with Us

At Lurie Children’s we embrace and celebrate diversity and equity in a serious way. We are committed to building a team with a variety of backgrounds, skills, and viewpoints — recognizing that diverse identities strengthen our workplace and the care we can provide to the Chicago community and beyond. We treat everyone fairly, appreciate differences, and make meaningful connections that foster belonging and allyship. This is a place where you can be your best, so we can give our best to the patients and families who trust us with their care.

Lurie Children’s and its affiliates are equal employment opportunity employers. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin, ancestry, age, disability, marital status, pregnancy, protected veteran status, order of protection status, protected genetic information, or any other characteristic protected by law.

Support email: candidatesupport@luriechildrens.org

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