Floor Coach - Healthcare 3P & Healthcare Outsourcing

Job Description

Job Description

Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for friendly, professional, and motivated Collections Floor Coach to join our Operations team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today!

The Collections Floor Coach is responsible for driving a team of representatives to meet goals and KPI’s via mentoring and coaching.

Schedule: Must be available for shifts during hours of business operations – 7:00am to 8:00pm Monday through Friday, and 8:00am to 2:00pm Saturday

Location: must be local to Chicago and able to come into the Downtown Chicago office

Salary: current pay rate, plus – will receive 20% reduction on monthly goal, and eligible for $500 a month Floor Coach bonus

Positions : 3 - 2 on Healthcare Bad Debt, 1 on Healthcare Outsourcing. Only current Harris & Harris employees will be considered.

Additional Compensation and Benefits:

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:

• Medical, Dental, and Vision insurances from premium providers
• 401K with matching
• Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
• Tuition Reimbursement
• Paid Time Off and Wellness Days
• Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.

DAY TO DAY

• Manage team by walking around the call center, managing via Microsoft Teams, and assisting employees and spending quality time with them.
• Provide coaching and training daily using call monitoring and side-by-side performance results. Coach employees on phone techniques, quality and on production improvement.
• Ensure the collection team is meeting production goals, Key Performance Indicators (KPI’s) complying with company standards and federal collection laws and generally performing the essential functions of the position.
• Provide ongoing feedback to representatives regarding performance and improvement opportunities at least (30%) of your time
• Serve as a content resource providing direction and support
• Communicate and negotiate with callers by telephone in an attempt to bring resolution to unpaid accounts and escalated issues with advanced levels of expertise
• Continue to consistently maintain your own monthly collection base, QA scores, and KPI metrics - while effectively mentoring your team

WHAT YOU MUST POSSESS

Must Have:

• Must be a current Harris & Harris associate
• High School Diploma or Equivalent
• Must maintain a monthly QA score of over 80%
• Must not have any attendance or performance management issues
• Proven ability to resolve issues, coach, develop others while exceeding goals
• Excellent customer service skills, experience in handling difficult situations, and ability to motivate a team
• Must know the state laws governing the collection of debt and the laws mandated by the federal Fair Debt Collection Practices Act.

Other Skills:

• Good written, oral and reading communication skills.
• Excellent interpersonal skills and the ability to adjust and interact with all levels of personnel.
• High quality customer service skills.
• Good problem solving skills and strong attention to detail.
• Ability to multitask, be organized, and set priorities to meet deadlines.
• Motivated and goal-driven.
• Able to work in a fast-pace environment.
• Able to maintain confidentiality.

WHY HARRIS & HARRIS?

Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.

The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.

We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.

At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.

We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.

At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you!

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.