Job Details

POSITION SUMMARY: We have an exciting opportunity to join our team as a Faculty Group Practice - Assistant Customer Service Manager. In this role, the successful candidate will be reporting to the Customer Service Team Manager along with the direction and guidance from the Customer Service Team Senior Manager, the Assistant Manager will manage the customer service team in an effort to maximize patient satisfaction, and expedite issue resolution. The candidate will manage scripting and workflows for customer service calls, perform staff training, proactively identify opportunities for improving the patient experience, research/track patient issues, coordinate responses, and identify areas for improvement. The candidate will also perform quality control by monitoring customer service phone calls, track work queue volume, measure key indicators, and meet with FGP customer service teams to perform training. The candidate will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy and professionalism. The candidate will also work closely with customer service team and Central Billing Office leadership to assist with daily operations.

JOB RESPONSIBILITIES:

• Manage billing customer service team and processes
• Manage the operations of the staff which includes inbound and/or outbound customer service call workflows.
• Manage the call metrics and maintain call performance standards
• Monitor the team's metrics and improvements
• Work with the credentialing and managed care teams to resolve billing issues
• Develop, implement and ensure compliance with billing policies and procedures
• Create action plans as needed
• Manage and review daily CRM reports
• Build and maintain positive relationships with other teams within the central billing office
• Manage and review analyses, reporting, key performance indicators, and operational metrics
• Assist with the ongoing management of systems/processes to improve customer service
• Assist with the development of strategic plans and goals for continued improvement and service leverage acting as key leader to implement plans
• Ensure that the activities of the customer service teams are conducted in a manner that is consistent with overall central billing department protocol, and are in compliance with Federal, State, and payer regulations, guidelines, and requirements
• Participate in corrective actions in response to variances, trends, grievances, and complaints
• Provide, oversee, and/or coordinate the provision of training for new and existing staff on applicable operating policies, protocols, systems and procedures, standards, and techniques
• Performs other duties as assigned

MINIMUM QUALIFICATIONS: To qualify you must have a Bachelors Degree in Accounting, Finance, Healthcare Administration or related field required. Masters in Business Administration or Health Care Administration preferred. Minimum of 1-3 years in a billing office or healthcare setting, with prior experience of healthcare finance, medical reimbursement, and managed care contracts. Three to five years managerial experience in a Professional Billing Office preferred. Thorough knowledge of billing requirements/regulations of the major third party carriers. Strong critical thinking and effective listening skills Epic systems experience Microsoft Office experience Strong PC skills Adaptable to change Self-control and patience Strong time management skills Foreign language preferred Knowledge of CPT and ICD10 preferred Healthcare revenue cycle / professional billing background required Professional demeanor and positive attitude a must Willingness to work a flexible schedule a must Team Oriented a must Ability to operate under stressful conditions Ability to learn and analyze Demonstration of strong matrix management skills Manage a team of 20+ customer service staff

Required Skills Required Experience