System Manager of Customer Service and Self Pay Collections

Matteson, IL
Full Time
Mid Level
Keystone Advisors is looking for System Manager of Customer Service and Self Pay Collections to support one of our healthcare clients in Matteson, Illinois.  

Job Summary

Reporting to the System Director of Patient Financial Services, the System Manager of Customer Service and Self Pay Collections is a newly created position with responsibility for the billing and collections processes within the Central Business Office (CBO).

The System Manager of Customer Service and Self Pay Collections provides day-to-day guidance and oversight to the department when questions arise regarding workflow, processes, procedures, and issues within the department in regards to our customer service and self-pay operations. The Customer Service and Self Pay areas are the primary patient contact for the Central Business Office after service has been rendered, it is essential for this candidate to have a professional demeanor that is conducive to handling difficult patient interactions, as well as effective and efficient work style in handling / resolving issues. Additionally, the appropriate candidate must demonstrate excellent verbal and written communication skills. This position will act as a positive role model! for the staff, promote teamwork, and provide the guidance or support necessary to assist the customer service representatives to reach their goals.

Typical Duties
  •  Responsible for managing one or more of the activities involving billing of accounts, collection activities, third-party payer arrangements, legal proceedings, and the use of private collection agencies.
  • Implement vendor metrics to ensure the department's collections vendor is maintaining leading practice benchmarks; identify poor performing vendors and recommend replacement vendor.
  • Assumes ownership for the accurate and timely billing of all patient accounts. Ensures alI patient's accounts receive the same level of account collection activity.
  • Coordinates activities required to initiate legal proceedings, employ private collection agencies, or develop special arrangements for delinquent accounts.
  • Implement and monitors performance standards and designed to maximize productivity and quality among the Customer Service Representatives. Ensure regular reporting of performance metrics to Manager and weekly feedback to staff.
  • Assist and show guidance to new employees through on-site training; work with existing associates to refine and train on new skills and updates in the department.
  • Assist customer service representatives with difficult situations regarding workflow, policies and daily job functions of the department.
  • Mentoring and developing current department management (team leads and supervisors) and aides Director in management succession planning.
  • Collaborates with CCHHS Director of Patient Accounts to create executive level summary reports.
  • Assists in recruiting, interviewing, hiring, performance monitoring, retention, initiating/follow through with disciplinary action and termination of staff in consultation with Human Resources and the CCHHS Director of Patient Accounts.
  • Actively participates in organizational and departmental committees, as wen as in special projects.
  • Promotes quality management by initiating/participating in specific reviews and assists with quality monitoring.
  • Performs other duties requested by System Senior Director of Revenue Cycle Operations and CCHHS Director of Patient Accounts.
  • Develop/maintain dashboard for customer service and self-pay staff.
  • Achieve department goals set forth by CCHHS Director of Patient Accounts.
  • Monitors vendor performance and recommends changes when appropriate Creates monthly executive summaries.
Minimum Qualifications
  • Bachelor's degree from accredited institution
  • Five (5) years’ experience in customer service and/or self-pay areas
  • Three (3) years’ experience in a supervisory or management capacity
Preferred Qualifications
  • Bachelor's degree from accredited institution with additional post graduate coursework in business or health administration
  • Certified Health Financial Practitioner (CHFP)
  • Five (5) years experience within multi hospital system
  • Five (5) years’ experience within self-pay areas of financial services
Knowledge, Skills, Abilities and Other Characteristics
  • Knowledge of hospital customer service and self-pay practices
  • Understanding of Federal, State, Local, and Agency healthcare laws, standards and financial regulations
  • Strong interpersonal skills and team skills, ability to communicate well with individuals, and in group settings, ability to communicate with diverse population and people from various backgrounds
  • Demonstrates sensitivity and respect in caring for patients
  • Written and verbal communication, ability to prepare reports and make presentations to various professional and public
  • Analytical skills, problem solving skills
  • Mathematical skill, describe:
  • Conflict management skills
  • Strong decision-making skills and ability to use professional judgment
  • Attention to detail
  • Work to deadlines
  • Flexibility and adaptability in performing work duties
  • Strong project management skills
  • Emergency response skills
  • Knowledge of the following software programs: Windows based software,
  • Knowledge of hospital specific accounting, billing and customer service systems
  • Experience in a specific area of medicine, specify:
  • Knowledge of specific equipment, specify:
  • Fluency in a foreign language, specify:
COMPENSATION PACKAGE
  • Competitive Salary
  • Paid Time Off
  • Health, Vision & Dental Insurance
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA)
  • Short & Long Term Disability
  • 401 (K) with company match
  • Life Insurance

 
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