Floor Coach - Healthcare 3P & Healthcare Outsourcing

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…