Responsible for providing support to a team of VOB Representatives, working to ensure timely and accurate resolution of accounts by verifying eligibility and coverage, reviewing documents, initiating and following up authorizations, updating and correcting patients’ insurance information.

Co-manages volume and ensures that turnaround time is achieved day in and day out and is also responsible for the Team’s performance and development.

Key Areas of Accountability:  

1. Co-training, and preparing VOB representatives to handle verification of benefits tasks and solving authorization and date-of-service issues by utilizing the available tools and  following the eligibility methods of different insurances. 
2. Preparing reports and analyzing data to assist management as they determine the campaign’s goals. Including daily task assignments, task rotation and movement, SLA monitoring and rush requests completion. 
3. Assist in identifying operational issues, including escalation of critical items to their immediate Supervisors/Managers and onshore counterparts; Determining trends and suggesting possible improvements in process and system/tools. 
4. Monitoring and evaluating agent performance, specifically on efficiency and quality of output, providing learning or coaching opportunities. 
5. Ability to adapt to and work with the different tools and systems used to carry out duties and responsibilities; Adapts to and demonstrates the ability to deal with frequent changes in the work environment. 
6. Promotes companies culture by ensuring agents understand and comply with the program’s objectives, mission statements, performance standards, and policies; Ensure team compliance to regulations, observes legal and ethical guidelines for safeguarding patient and company confidentiality (HIPAA).

7. Working with other SME and management team members to support agents and ensure clients satisfaction.

8. Other Subject matter experts’ duties as assigned.

Communication Skills:  
• Excellent interpersonal skills 
• Detailed & Team Oriented 
• Professional communication & Writing Organization/Time Management Skills

Competencies required: 
• Fostering Teamwork 
• Commitment to Job Deliverables 
• Decision making 
• Attention to Details 
• Attention to Communication 
• Customer Orientation 
• Analytical Thinking 
• Leadership 
• Trustworthiness and Ethics 
• Problem Solving 
• Technical Expertise 
• Managing Change 
• Managing Performance 
• Adaptability 
• Initiative 
• Interpersonal Skills 
• Thoroughness 
• Self Confidence 
• Stress Management 
• Personal Credibility 
• Flexibility 

Minimum Qualification: 
• College diploma or equivalent, but more education, especially in management or healthcare, is preferred. 
• Minimum of 2 years of experience in healthcare accounts (preferably with strong background for Verification of Benefits and Authorization process) 
• Customer service, or supervisory experience may be required. 
• Proficiency with technology, especially computers, software applications, and phone systems. 

• Exceptional verbal and written communication skills. 
• Strong understanding of company products, policies, and services. 
• Ability to coach, train, and motivate employees and evaluate their performance. 
• Excellent problem solving, leadership, and customer service skills. 
• Analytical, efficient, and thorough. 
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.