Mgr PFS
Apply NowCompany: Lifespan
Location: Providence, RI 02902
Description:
Summary:
Reporting to the Director, Single Business Office (SBO) & Cash Management the Manager is responsible for managing, directing, and monitoring all operational aspects associated with daily operations within Patient Financial Services for the Brown University Health System and Brown Health Medical GroupphysicianBilling. The Customer Service Manager (CSM) is required to ensure that all patients have a memorable service experience that represents the stellar reputation of Brown University Health Systems and BHMG Physician Billing. This person must understand the intricacies of the revenue cycle in addition to possessing excellent inter-personal skills. As manager of the Customer Service Team, they must be able to select team members with the same level of empathy and be able to train them to quickly identify the cause of patient issues and resolve them timely in a courteous and professional manner. This will require broad knowledge of all aspects of the revenue cycle. Diplomacy and tact are also required for this position. This position is responsible for establishing relationships with all levels of employees from registrars to C-level executives at all facilities within Brown Health System and be familiar with each institution's payer contracts. The CSM must also be familiar with and know how to work within a call distribution system for monitoring staff performance and reporting results.
Responsibilities:
Regularly collaborates with the Director, Revenue Cycle Peers and hospital/ambulatory staff, and Senior Management in development and implementation of short- and long-term administrative objectives and action plans of the department.
Ensure that all patient and provider complaints are resolved in real-time with favorable solutions. Ensure internal employees and external vendors are providing exceptional customer service is provided in accordance with BUH Corporate Values.
Manage collection activities for self-pay and balance after insurance accounts. Coordinates collection activities within the revenue cycle, hospital/ambulatory leadership and vendors to maximize self service payments.
Manage business processes/function with external vendors for collection operations, including performance monitoring, inventory reconciliation, payments, invoicing, disputes, escalations, coordinates system access.
Assist the Director with determining operational strategies
Responsible for continuous improvement to process, developing and documenting efficient workflow plans
Stay up to date on industry trends and best practices in patient financial services.
Hires, coaches and develops team to improve quality, performance and productivity; Articulates work and performance expectations. Adheres to BUH policy regarding coaching, counseling, and progressive disciplinary actions.
Uses creative and innovative methods to motivate staff and to create a succession planning.
Develops targets and tracks staff daily performance and productivity. Creates stretch goals to improve service levels and optimize productivity.
Monitors and maintains work volume statistics.
Develops a process for escalated issues. Answers questions and recommends corrective services to address complaints.
Accomplishes organizational goals by accepting ownership for new and different requests with complete understanding and clarity to execute against plans. Supervise and ensure quality customer service to both external customers (patients, patient families, referring providers, insurance carriers, etc.) and internal customers (BUH healthcare providers and staff). This includes regular call monitoring and documentation review.
Develops and updates policies and procedures for the team, ensuring they align with HR and Compliance policies. Makes staff aware of these policies and consistently applies them to the daily activities of the department.
Develops training material for Patient Experience and Self Pay AR functions and updates these materials as needed. Shares information with leadership, revenue cycle, finance, practice leadership, which may include publishing information on the Brown University Health Intranet/Internet, holding town hall meetings for large groups and/or providing small group/individual training sessions.
Make Director aware of any trends that may pose a risk to Brown University Health or its revenue/reputation.
Serves as a resource to staff members on all patient dispute and collection issues and responds to inquiries in a timely manner. Responsible for researching complex coding issues, finding solutions and updating the team and other Brown University Health employees.
Ensure awareness, understanding, and compliance with all applicable federal, state, and agency laws and regulations.
Performs other duties as assigned.
Other information:
QUALIFICATION/EDUCATION
Associate degree in business, medical billing or equivalent experience.
QUALIFICATIONS/EXPERIENCE:
Bachelor's degree in accounting, Business Administration, Health Administration, Finance, or related field or 15 years of direct management experience in hospital/professional receivables within an academic health system.
Minimum of 5 years related experience and four years of direct management experience, preferably within a large integrated healthcare delivery system.
Epic experience highly desired.
Experienced in using team building and quality management concepts to positively influence the work.
Experienced in the customer service department of a business office within a fast-paced environment.
A minimum of seven years of progressive financial experience, hospital/professional receivables management
Experience with patient advocacy programs, financial assistance, and bad debt management.
Familiarity with healthcare pricing transparency and patient financial engagement tools.
High level of organizational and interpersonal skills to interact with Senior Management on matters having multiple and varying impact on department financial objectives and to respond effectively to competing needs for resources.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Work is performed in a typical home or office environment and could require extended periods of sitting, standing and walking.
INDEPENDENT ACTION:
Incumbent acts independently and in accordance with policies and procedures, referring unusual problems to the Director.
SUPERVISION:
Direct supervision for up to 40 full-time equivalent personnel. Supervision includes interviewing, hiring, termination, scheduling, training, conducting performance appraisals and recommendation of personnel actions.
Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.
Location: Brown University Health Corporate Services,USA:RI:Providence
Work Type: Full Time
Shift: Shift 1
Union: Non-Union
Reporting to the Director, Single Business Office (SBO) & Cash Management the Manager is responsible for managing, directing, and monitoring all operational aspects associated with daily operations within Patient Financial Services for the Brown University Health System and Brown Health Medical GroupphysicianBilling. The Customer Service Manager (CSM) is required to ensure that all patients have a memorable service experience that represents the stellar reputation of Brown University Health Systems and BHMG Physician Billing. This person must understand the intricacies of the revenue cycle in addition to possessing excellent inter-personal skills. As manager of the Customer Service Team, they must be able to select team members with the same level of empathy and be able to train them to quickly identify the cause of patient issues and resolve them timely in a courteous and professional manner. This will require broad knowledge of all aspects of the revenue cycle. Diplomacy and tact are also required for this position. This position is responsible for establishing relationships with all levels of employees from registrars to C-level executives at all facilities within Brown Health System and be familiar with each institution's payer contracts. The CSM must also be familiar with and know how to work within a call distribution system for monitoring staff performance and reporting results.
Responsibilities:
Regularly collaborates with the Director, Revenue Cycle Peers and hospital/ambulatory staff, and Senior Management in development and implementation of short- and long-term administrative objectives and action plans of the department.
Ensure that all patient and provider complaints are resolved in real-time with favorable solutions. Ensure internal employees and external vendors are providing exceptional customer service is provided in accordance with BUH Corporate Values.
Manage collection activities for self-pay and balance after insurance accounts. Coordinates collection activities within the revenue cycle, hospital/ambulatory leadership and vendors to maximize self service payments.
Manage business processes/function with external vendors for collection operations, including performance monitoring, inventory reconciliation, payments, invoicing, disputes, escalations, coordinates system access.
Assist the Director with determining operational strategies
Responsible for continuous improvement to process, developing and documenting efficient workflow plans
Stay up to date on industry trends and best practices in patient financial services.
Hires, coaches and develops team to improve quality, performance and productivity; Articulates work and performance expectations. Adheres to BUH policy regarding coaching, counseling, and progressive disciplinary actions.
Uses creative and innovative methods to motivate staff and to create a succession planning.
Develops targets and tracks staff daily performance and productivity. Creates stretch goals to improve service levels and optimize productivity.
Monitors and maintains work volume statistics.
Develops a process for escalated issues. Answers questions and recommends corrective services to address complaints.
Accomplishes organizational goals by accepting ownership for new and different requests with complete understanding and clarity to execute against plans. Supervise and ensure quality customer service to both external customers (patients, patient families, referring providers, insurance carriers, etc.) and internal customers (BUH healthcare providers and staff). This includes regular call monitoring and documentation review.
Develops and updates policies and procedures for the team, ensuring they align with HR and Compliance policies. Makes staff aware of these policies and consistently applies them to the daily activities of the department.
Develops training material for Patient Experience and Self Pay AR functions and updates these materials as needed. Shares information with leadership, revenue cycle, finance, practice leadership, which may include publishing information on the Brown University Health Intranet/Internet, holding town hall meetings for large groups and/or providing small group/individual training sessions.
Make Director aware of any trends that may pose a risk to Brown University Health or its revenue/reputation.
Serves as a resource to staff members on all patient dispute and collection issues and responds to inquiries in a timely manner. Responsible for researching complex coding issues, finding solutions and updating the team and other Brown University Health employees.
Ensure awareness, understanding, and compliance with all applicable federal, state, and agency laws and regulations.
Performs other duties as assigned.
Other information:
QUALIFICATION/EDUCATION
Associate degree in business, medical billing or equivalent experience.
QUALIFICATIONS/EXPERIENCE:
Bachelor's degree in accounting, Business Administration, Health Administration, Finance, or related field or 15 years of direct management experience in hospital/professional receivables within an academic health system.
Minimum of 5 years related experience and four years of direct management experience, preferably within a large integrated healthcare delivery system.
Epic experience highly desired.
Experienced in using team building and quality management concepts to positively influence the work.
Experienced in the customer service department of a business office within a fast-paced environment.
A minimum of seven years of progressive financial experience, hospital/professional receivables management
Experience with patient advocacy programs, financial assistance, and bad debt management.
Familiarity with healthcare pricing transparency and patient financial engagement tools.
High level of organizational and interpersonal skills to interact with Senior Management on matters having multiple and varying impact on department financial objectives and to respond effectively to competing needs for resources.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Work is performed in a typical home or office environment and could require extended periods of sitting, standing and walking.
INDEPENDENT ACTION:
Incumbent acts independently and in accordance with policies and procedures, referring unusual problems to the Director.
SUPERVISION:
Direct supervision for up to 40 full-time equivalent personnel. Supervision includes interviewing, hiring, termination, scheduling, training, conducting performance appraisals and recommendation of personnel actions.
Brown University Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.
Location: Brown University Health Corporate Services,USA:RI:Providence
Work Type: Full Time
Shift: Shift 1
Union: Non-Union