Providing leadership for all Patient Financial Services related activities. Develops, recommends, and administers company policies and procedures related to patient financial services department functions. Responsible for ensuring escalated patient complaints are handled in a timely manner. Responsible for continued improvement in staff through education, training, and positive enforcement of appropriate working practices. Must be able to meet performance goals to include, abandonment rate, patient satisfaction, cash, A/R days and production by area.

PRIMARY RESPONSIBILITIES:

• Oversees all functions under the Patient Financial Services department and it’s high-volume call center.
• Prepares written goals and objectives for departmental activities and translates these into successful plans of action for self and the staff.
• Participates in corporate wide and departmental planning for improvements in all to include escalated complaints, coordination with our vendors, legal, marketing team and collections agencies as well as other related functions.
• Evaluates, recommends, and approves actions regarding employee relations’ matters in accordance with departmental and corporate policies and procedures, as necessary
• Directly responsible for managing the timely handling of patients disputes to include highly sensitive, Better Business Bureau, Social Media and Legal inquiries relating to patient billing disputes
• Meets with third parties to discuss collection or workflow efforts as warranted by the condition of the accounts receivables
• Educates, develops, and assists staff to ensure performance and productivity standards are met
• Utilizes Gantt charts and other project planning tools to address areas in need of improvement.
• Oversees the RFP process to evaluate and onboard new Call Center tools

QUALIFICATIONS REQUIRED QUALIFICATIONS

• 7 plus years of healthcare related Customer Service/Call Center with escalating roles & responsibilities
• 5-7 years of Management experience
• Exceptional leadership, conflict-resolution, employee relations skills
• Demonstrates knowledge of professional billing processes and reimbursement, and insurance protocols
• Ability to take initiative by identifying problems, conceptualizing resolutions, and implementing change
• Ability to build (and oversee the build of) a reference library of resources and training materials
• Excellent writing and interpersonal communication skills (both one-on-one and in a group setting)
• Ability to create and nurture a positive and productive work environment
• Ability to make sound decisions with limited supervision
• Proficiency in positively motivating staff to highest potential
• Strong comfort level with patient price estimations
• Proficient in Microsoft Office (Word, Excel, PowerPoint, PowerBI)
• Up to 10-15% travel required

DESIRED/PREFERRED QUALIFICATIONS :

• High School Diploma or equivalent
• Coding degree preferred but not required
• A Bachelor's degree in Business, Healthcare Administration, or a related field preferred but not required
• Experience in high volume, call center and various call monitoring platforms