LAS Client Liaison Supervisor

Provides oversight and responsibility for the performance and operation of the department. Oversees performance daily, taking corrective action where necessary to ensure functionality. Effectively manages staff to ensure departmental standards and expectations are realized.

Responsible for customer retention through active relationship building Responsible for the performance and collection of the Private and Foreign In-

Hospital Debt.

Responsible for the setup and maintenance of relationships the Hospital Admin and Accounts Teams.

Responsible for training Hospital Admin and Accounts Teams on the Private and Foreign Strategy.

• 3 Year Diploma/Degree in Finance/Accounting/Business Administration/ Business Management
• Team Leader/Supervisory experience required
• > 3 Years relevant working experience (Finance/Accounting/Debt Collection)

Manages, trains, mentors and coach staff to ensure they have skills required by the organisation and are able to achieve their performance objectives, and customer service.

Trains, Lab and Depot staff that are involved in the collection of the Private and Foreign Accounts to ensure they have skills required by the organisation and are able to implement the strategies that aid in collections and customer service.

Contributes as a member of the Collections Contact Centre management team to the development of an overall Contact Centre strategy for Lancet in line with business needs.

Provides reporting to regional managers, Matrons and on the collection performance for their areas, regions and Province.

Prepares Incentive reporting to for all areas involved in the collection of the Private and Foreign debt

Allocates work and resources amongst the team, chairs meetings with own staff to discuss operational requirements and contingency plans.

Monitor the management of the Client Liaison Administrator to action Private and Foreign accounts within the first 14 days of inception of service. 70% of all outstanding Private and Foreign accounts should be collected in full within a 2 month period.

Monitors the daily activities of the team to ensure maintenance of occupancy levels and adherence to schedules.

Monitor the management of SHIPPING accounts ensuring 70% of all outstanding debt is collected in full within a 2 month period.

Monitor payment arrangements, the follow-up of default payment arrangements, the tracing of debtors and general

administration thereof to ensure efficient debt collections, target achievement and reduction of bad debt (FB to BD) and bad debt write offs.

Maintains a high level of Customer service competence /assists staff in resolving queries / problems and works with customers to ensure solutions are satisfactory and maintain a positive image of the practice and promote the services of Lancet Laboratories.

Analyses calls randomly and advises the team to assist with validity of data and operational efficiency.

Manages the day to day running of the Private and Foreign Team to ensure efficiency and quality.

Analyses and vets discount requests within own scope.

General filling and promotes housekeeping tidiness to ensure a safe and healthy work environment for Agents. ?Develops unit standards, policies and procedures and effectively manages to achieve them.

Provides project management for small to medium size departmental projects, ensuring the proper and timely scheduling and allocation of resources, including staffing. Provides reports and communicates progress to manager.

Establishes and aligns unit/project deliverables and priorities with the departments overall strategic plans. Makes recommendations and provides input to management for inclusion in strategic planning discussions.

Manages escalated customer complaints from Lancet managers. Checks and distributes queries received via Task and e-mail to staff and puts quality control measures in place ensuring that queries are resolved within the agreed turnaround time.

Ensure objectives are being met so that the company maintains operations at an optimal level.

Compile and analyse reports, adherence statistics and dashboards for monthly comparison.

Compiles monthly reports and trends and forwards to manager for analysis.

Establishes working relationships with others in the department, collaborating on Quality procedures, uses for existing technologies to increase functionality or efficiency.

Establishes working relationships with Hospital, Depot and Administrative Staff to enable effective strategies and procedures, to increase data collection and communication thereby decreasing the debtors days and increasing collections

Contributes to the ISO 9001 and Lean processes to ensure both processes are introduced and maintained within the department

• Quality management system
• Business processes and services
• Computer literate
• Occupational Health and Safety