Call Center Manager for AMG Shared Services

Call Center Manager for AMG Shared Services Location Phoenix, AZ :

Position Summary:

Sets, formalizes and executes corporate strategy and performance metrics for Financial Counseling, Customer Service and Self Pay Accounts Receivable functions. Controls, transactions, team accountability and vendor management for technical and professional patient service support providing patient liability information before, during and post service collections ensuring compliant, accurate, timely and optimized collections and system cash flow. Optimizes patient collection strategy through continued analysis of collection behavior, bad debt mining and industry best practices and reduces bad debt dollars. Remains current and ensures Tenet's compliance with industry standards associated with fair collection practices. Ensures performance and cost controls meets or exceeds corporate objectives for achieving best practice net revenue collections as well as cost containment.

Essential Duties:

• Directs department activities and ensures compliant services and operations including ensuring timely, accurate and patient friendly service including setting goals using industry benchmarks to drive best practice performance.
• Sets, monitors, measures and continuously improves standards and targets for department, unit and staff level including daily, weekly, monthly dashboard transparency resulting in best practice performance and outcomes.
• Implements and sustains routine auditing processes and reports findings as appropriate. Identifies billing errors, and follows-up with staff members/third party payors to ensure resolution reporting with feedback cycles are completed and documented to ensure ongoing improvement in service delivery.
• Develops, implements and publishes department score card capturing key performance indicators for Customer Service, Collections and vendor performance.
• Conducts analysis of department statistics, collections, agency performance and bad debt to identify ongoing service and collection strategies for the organization.
• Accomplishes customer service human resource objectives by leading recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining leaders and employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves customer service and patient collection objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Meets customer service and patient collections financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determines customer service and patient collections requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improves customer service and patient collection quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Works with leadership team to establish staff assessment, training and post training validation programs and ensures adherence requirements.
• Identifies opportunities for process improvement and automation by recognizing issues based on changes in patient inquiry trends. Provides timely feedback to peers in operational areas and leadership to improve Revenue cycle processes based on patient experiences. Participates in process improvement initiatives throughout the entire revenue cycle operation.
• Ensures staff members are properly addressing cases where patients needing services have no medical insurance (referred to as self-pay). Coordinates staff members and external agencies in assisting patients with obtaining coverage via government programs and the evaluation of charity assistance where applicable.
• Ensures staff members are properly handling all customer service/billing issues and questions, and works with priority patients, insurance companies and/or clinicians to ensure resolution.
• Ensures that self and department ensures in-depth knowledge of policies, procedures and laws relating to medical insurance/patient billing and collections.
• Ensures that self and department maintains in-depth knowledge of government assistance programs and resolves payment discrepancies that are escalated from the staff.
• Performs other duties as assigned.

Education:

• Bachelor's Degree, preferably in business, health administration, accounting and/or HIS, required.

Experience & Knowledge:

• 7-10 years progressive management experience in healthcare revenue cycle operations required including experience hiring, training, evaluating, disciplining, developing and engaging staff members.
• Minimum 5 years of leadership and practical Patient Collection, Customer Service, Financial Counseling, vendor collection experience, practice management and/or hospital administration experience or equivalent skill to perform in the role.
• Experience tracking and analyzing call data and implementing process improvements required.
• Excellent communicator both oral and written skills including public presentations.
• Must be customer, provider, and employee focused with exceptional people and service skills
• Experience with managing escalated customer complaints, and executive level inquiries required.
• Must be detail-oriented and organized, with good analytical and problem solving ability.
• Notable client service, communication, presentation and relationship building skills required.
• Ability to function independently and as a team player in a fast-paced environment required.
• Must have exceptional written and verbal communication skills.

Special Skills & Equipment Knowledge:

• Demonstrated ability to use PCs, Microsoft Office suite, and general office equipment (i.e., printers, copy machine, FAX machine, etc.) required.
• Kronos, In-Contact, Athena, EPIC and Cerner, experience preferred

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Employment practices will not be influenced or affected by an applicant's or employee's race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.