Appeal Resolution Supervisor jobs in Lowell, MA

POSTED: August 14, 2023

Supervisor, Deductions – Billerica, MA

SUMMARY
Primary responsibility is to oversee and improve operations of the deductions team through customer and client account set up and maintenance, processing invoices, clearing customer deductions, resolving missed payments, and supervising staff.

DEPARTMENT: Deductions
REPORTS TO: VP, Human Resources
FLSA STATUS: Exempt

SUPERVISORY RESPONSIBILITIES

• Supervise and coordinate the daily activity of the deductions department
• Establish guidelines for quality work
• Review systems to improve workflow
• Provide feedback to associates on performance
• Propose staffing needs
• Respond to questions/issues that arise internally and external
• Oversee departmental training including partnering new analysts with peers
• Assign new clients
• Distribute workload for analysts

ESSENTIAL DUTIES & RESPONSIBILITIES

• Oversee the department’s research, analysis and reconciliation of all accounts
• Determine appropriate procedures and methods to ensure appropriate deduction management processes are in place and operate effectively
• Identify opportunities to improve deduction processes and assist with implementation plans
• Maintain detailed working knowledge of overall clients’ policies and procedures and conforms to these requirements
• Hire, train, develop, supervise, evaluate, and establish work schedules of deduction team
• Maintain working knowledge of all computer systems used (JOH & third party) and provide training to team members on these systems when necessary
• Perform subject matter expert role by troubleshooting for needed lines
• Serve as a resource to all Deduction Analysts at headquarters and regional offices in addressing questions and resolving deduction issues
• Escalate unresolved issues to Clients) and/or Account Executives, EVP’s
• Establish goals, identify priorities, and provide direction to associates
• Communicate customer policy changes or new policy guidelines
• Create collaborative work environment
• Provide back up for deduction analysts as necessary due to absence or surge work
• Other duties as assigned

SKILLS / KNOWLEDGE / ABILITIES REQUIRED

• Ability to take initiative and prioritize tasks
• Excellent critical thinking skills
• Strong attention to detail and accuracy
• Excellent verbal and written skills
• Strong analytical skills
• Advanced computer skills, Microsoft Office, Docuware as well as ability to understand and use external applications as warranted

PERFORMANCE AND/OR EDUCATION PREREQUISITES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the essential duties, responsibilities and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Business degree preferred, equivalent work experience considered
• Five years’ experience in deductions
• Three years’ experience in a supervisory role

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to reach with hands and arms and talk or hear. The employee frequently is required to sit. The employee is occasionally required to stand, walk; and use hands to finger, handle, or feel objects, tools, or controls.

Specific vision abilities required by this job include close vision.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

HAZARDS

Only those present in a normal office setting.