Job Title: Customer Service Supervisor

Overview:

XIFIN, Inc^® delivers a highly automated, Web-based application with integrated infrastructure services to support laboratory Accounts Receivable and financial management operations. XIFIN Services manage, deliver, and maintain the entire infrastructure supporting A/R including: connectivity, reference databases, payer requirements, transaction services vendors, hardware and software, as well as compliance/regulatory work flow logic.

Posting Period:  November 8, 2007 until filled
Type:  Full-time
Salary:  Market/DOE

Job Description:

The Customer Service group plays a key role in ensuring that our customers optimize utilization of the system in order to gain efficiencies and maximize timely collections of their accounts receivable. The Customer Service Supervisor will coordinate, train and develop an effective customer service team. The qualified individual must be analytical and capable of researching and troubleshooting customer issues regarding system functionality and laboratory billing processes. This position reports to the Director of Customer Service.

Duties Include:

• Complete understanding of XIFIN software functionality
• Act as the first level of escalation for calls received by the XIFIN call center that cannot be resolved by customer service representatives
• Determine and resolve training needs of customer service staff
• Research to determine cause of escalated problems and identify potential solutions –determine if further escalation is required
• Develop and monitor customer service productivity and performance metrics
• Over see call logs to assure timely resolution of open items
• Prepare and complete action plans to improve departmental performance
• Identify customer centric system improvements
• Answer customer telephone calls

Required Skills/Qualifications:

• High School Graduate
• Knowledge of medical billing
• Ability to multi-task
• Willingness to learn the XIFIN application
• Appreciation for the importance of customer service
• Self starter with good communication skills, team player
• Ability to work in a high energy, fast paced environment
• Experience with PCs and PC applications and tools (Excel, Word, Access)

Desirable:

• Appreciation for the importance of customer service
• Self starter with good communication skills, team player
• Ability to work in a high energy, fast paced environment
• Knowledge of clinical laboratory billing
• Prior experience with laboratory billing software