eBilling Supervisor (Remote)

Monday-Friday, 8:30am - 5:30pm

• *Supervise e-billing employees to ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance

• *Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly

• Ensure that billing workloads are appropriately weighted and balanced

• *Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, development, planning for key roles, and off-boarding management

• *Identify areas for additional training to ensure that skill levels are uniformly excellent across the group 

• *Monitor client inventory balances assigned to team members based upon job specifications; ensures timely billing of unbilled balances and consistent follow-up on accounts receivable

• *Ensure that team members follow established workflow process e-billing, including necessary reviews and approvals 

• *Serve as initial point of contact and aid team members with daily questions and concerns

• *Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction

• *Ensures consistent and regular communication with law firm around aged balances and invoices and identifies and elevates problem accounts to management

• Maintain a thorough knowledge of client billing and payment terms, discount arrangements, lawyer and client preferences

• *Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation

• Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges

• *Ensure e-Billed invoices are transferred to the e-billing vendor in a timely fashion

• *Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary

• Work with manager to create development plans and challenging assignments for team members

• *Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings

• May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs)

• Have a strong knowledge of the client’s businesses and the impact of our services

• Foster cross-training and a sense of team work to optimize client service delivery