Provider Relations Manager, MRS

This position is responsible for direct oversight of provider relations representatives working in a call-center environment.  Handles hiring, coaching, and overall management of a team of 10-12 direct reports.  Also responsible for meeting all team goals around provider call volumes, hold times, and effectively answering provider inquiries on reviewed medical bills.

Main responsibilities will include but are not limited to:

·         Manages staff, including hiring, performance management, coaching, and employee records retention.

·         Ensures provider relations representatives are meeting daily call stats including call volume and resolution time.

·         Answers escalated inquiries

·         Ensures team is returning voice messages within 24 hours.

·         Runs weekly reports detailing customer provider call volume.

·         Provides ongoing education and training to staff to ensure they are up-to-date on our bill review workflows and state regulations.

·         Other duties as assigned.

Qualifications:

·         College degree preferred.

·         Prior lead, supervisor or management experience required. 

·         Prior call center experience preferred. 

·         Experience in medical bill review or workers’ compensation claims highly desirable.