• Supervise and coordinate the activities of the Accounts Receivable section of Duke Hospital Business Office. • Approve transactions, investigate collection problems, and maintain liaison with hospital personnel. • Assist in preparation of reports and analyses, and plan work distribution. • Conduct meetings with subordinates and recommend operating policies.

• Accurately apply payments and record cash receipts • Manage aging report • Monthly bank account reconciliation • Monthly reconciliation of AR accounts • Accurately record daily refund journal entry • Enter refund invoices for processing • Process refund batches weekly • Record journal entries as needed • Provide support for external auditors • Support business-facing teams such as Customer Service, Sales and Operations in the pursuit of exemplary client/customer service and maximization of revenue generation • Other responsibilities as required and assist in backing up teammates

Role Description Accomplishes all of the roles and responsibilities of a Team Leader. Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets. Handles complex and specialized functions and/or teams. Prime program initiatives to drive performance. Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and client concerns. Primary Responsibilities - Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis. Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives. - Acts as operations prime in the absence of Operations Managers related to management of day-to-day operations, including but not limited to stakeholder management to facilitate issue resolution and ensuring that client KPIs, goals, and targets are met. - Acts as a liaison for both internal and external groups for program initiatives. Helps create, launch and drive critical account initiatives and programs. - Be a mentor to other Team Leaders; acts as a catalyst for Peer-to-Peer Development. - Supports complex and/or multiple products/LOB's/queues and/or manages and/or supports resolution/escalation/coach teams and other specialized functions. - Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition. Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and/or spikes in call volumes. - Ensures that all Company and/or Client updates are cascaded to all individuals in the program by conducting regular meetings with Team Leads. Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality. - Liaisons with Top Management and the Client regarding the program's performance. Analyzes the necessary information (i.e. top and bottom performing teams/agents) and translates this to tangible and relevant data on program performance. - Facilitates on-boarding of new team members including Operations Orientation. Qualifications - 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and/or Marketing and Sales and/or Technical support operations. - Working knowledge of call center operations and organization required. - Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred. - Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software/systems (i.e. CMS/IEX, NICE, VERINT, etc.). - Supervisory and people-management skills. - Project management skills. - Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills; adaptive to changing work schedules and working hours. - Active listening skills. - Operates with minimal supervision. - Customer orientation. - Time Management and Multitasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. - Presentation Skills.

• Monitor and manage the debtors report across multiple job types daily • Review job statuses and customer notes to determine appropriate follow-up actions • Follow up on outstanding payments from customers via phone and email in a professional manner • Chase outstanding payments at key billing milestones including specific project claim stages • Process credit card payments over the phone and handle inbound accounting enquiries • Identify non-compliant or difficult payment situations and escalate them appropriately • Follow up on expired maintenance agreements and send out renewals to customers • Send regular acceptance invoice reports to internal stakeholders twice weekly • Maintain up-to-date payment status notes and accurate collection records • Cross-check accounts receivable records against accounting software reports • Attend weekly team meetings to discuss outstanding payment issues and strategies • Liaise with internal installation, service, and electrical departments to resolve customer disputes • Assist with ad-hoc accounts receivable administrative tasks and customer communications