Patient Contact Center Manager - CPAR or CRCR

About the role

Job Category: Revenue Cycle

Work Shift/Schedule: 8 Hr Morning - Afternoon

Northeast Georgia Health System is rooted in a foundation of improving the health of our communities.

Job Summary

Working under the supervision of the Patient Receivables System Director, the Patient Contact Center Manager provides direct oversight and management of all aspects of centralized inbound and outbound collections operations as well as all customer service inquiries and issues for all professional and facility patient billing.

Patient Contact Center Manager will work congruently with the Contact Center staff to support and assist in the development and implementation of best practice, utilizing technical and financial resources to the fullest, including "standard work" and visual management in order to manage our patient receivables after insurance. Maintains appropriate staffing levels to ensure timely and efficient completion of job functions.

Ensures all polices are adhered to. Identifies, addresses and resolves patient complaints/problems in an appropriate, efficient and timely manner within the scope of authority. Oversees, maintains, supports and manages the communication tools and communications technology including automated dialer and automated call distributor software.

Develops and maintains a strong collaborative working relationships with third party payment plan and bad debt vendors. Understands the needs of the organization and acts as a liaison, supports and facilitates the mission, values and management of Northeast Georgia Health Systems. Relies on extensive experience and judgment to plan and accomplish service excellence through strong, positive leadership.

Minimum Job Qualifications

• Licensure or other certifications: CPAR or CRCR certification required. If not certified upon hire, certification must be obtained within six (6) months of the hire date.
• Educational Requirements: High School Diploma or GED.
• Minimum Experience: A minimum of five (5) years experience in healthcare patient collections or related fields, with at least two (2) years of leadership experience. Degree preferred but not required.
• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:
• Preferred Educational Requirements: Bachelors Degree.
• Preferred Experience:
• Other:

Nghs Core Competencies

• I Show Vulnerability when I:
• trust others and assume positive intent.
• am emotionally accessible and transparent without hidden agendas.
• acknowledge weaknesses and accept responsibility for mistakes.
• am comfortable saying "I don't know" and asking for help.
• seek and accept feedback in a non-defensive manner.
• forgive others and give the benefit of the doubt.
• I Display Empathy when I:
• seek to know others on a deeper level.
• work to ensure others feel included.
• accept others for who they are without judgment.
• show concern for the well-being and challenges of others.
• consider the human impact before making decisions.
• I Demonstrate Courage when I:
• do not hold back on anything that needs to be said.
• do the right thing even when that is difficult.
• speak my own truth, even when that means standing alone.
• address potential conflict quickly and directly.
• commit to seeing a difficult conversation through to the end.
• I Demonstrate Radical Listening when I:
• seek to understand the other person's viewpoint first, before expressing my own viewpoint.
• listen for the unsaid.
• ask questions to confirm understanding.
• accept others' perceptions as their truth.
• take action to help others feel fully heard and seen.
• pursue as many different viewpoints as possible and embrace the bearer of bad news.
• I Promote Teamwork when I:
• treat others in a respectful manner, regardless of their position, identity, and background.
• encourage and support my coworkers.
• value and acknowledge others for their contributions to the success of the team and NGHS.
• put the good of the team and NGHS first.
• strive to find common ground to solve problems for the good of NGHS.
• cut across boundaries to get things done.
• I Hold Others Accountable when I:
• provide clear, consistent, and frequent communication about what is most important.
• clarify what is less important to establish clear priorities.
• help others see their blind spots.
• look for every opportunity to provide reinforcing feedback.
• provide immediate and actionable corrective feedback.
• I Strive for Continuous Improvement when I:
• hold myself personally responsible to seek improvements every day.
• experiment regularly with new ideas and approaches.
• demonstrate initiative and perseverance to overcome obstacles and resistance to change.
• embrace mistakes and pivot quickly if a new approach fails.
• seek to always be better tomorrow than today.

Organization Expectations

• Quest: Demonstrates/utilizes Quest tools in department.
• Talent Development: Coaches and develops staff.
• Safety: Promotes patient, visitor and staff safety and effectively manages hazards that lead to injury or harm.
• Productivity: Meets productivity expectations.
• Regulatory Compliance: Ensures department's compliance with all regulatory, DNV, mandatory education, and similar requirements.

Key Performance Indicators (KPI)

Identifies unit/department level goals that align with the organization's Key Performance Indicators.

HIPAA (Health Insurance Portability and Accountability Act)

If, in the normal course of my duties and responsibilities, I am required to access protected health information (PHI) and electronic protected health information (EPHI) for the purposes of treatment, payment and operations within Northeast Georgia Health System, I will limit such access to only the minimum necessary amount of PHI and EPHI necessary to perform the functions of my job. If access is not required in the normal course of my duties and responsibilities, I will not access PHI or EPHI.

Job Specific and Unique Knowledge, Skills and Abilities

• Creative, responsive problem solver with strong customer service focus and a commitment to patient care, quality assurance and financial stewardship
• Advanced knowledge of cash collection policies and practices, including all state and federal regulations regarding fair collection practices along with working knowledge of Revenue Cycle processes and goals
• Advanced knowledge of customer service protocols and facility and professional billing policies and processes as well as working knowledge of financial counseling and cash collection policies and practices
• Demonstrated experience in planning, developing and implementing revenue cycle best practices, gathering and analyzing data, and developing new procedures to improve quality and quantity of work processed
• Must possess detailed understanding and knowledge of insurance guideline and protocols, the components of full verification, and payer information/requirements
• Above average use of Excel spread sheets
• Must have the ability to troubleshoot multifaceted issues in a systematic manner
• Working knowledge of automated phone distributor systems and automated dialers

Essential Tasks and Responsibilities

• Manages the Northeast Georgia Payment Center (NGPC) team by receiving inbound and making outbound calls, mail correspondence, and patient portal messages regarding patient and non-patient balances through day 180 and financial assistance level-one inquiries. Leader will manage phone, mail and electronic correspondence operations to include call routing and dialer campaigns to ensure they are tracking to best practice operations. Leader will work to develop leading edge customer service operations by maximizing use of phone and patient portal technology, scripting employees to achieve standardized work practices, working to reduce the number of calls necessary to the unit and reducing administrative complaints related to billing practices. Leader will monitor phone work and production standards of the team as well as mentor team in appropriate collection and customer service techniques.
• Develops and promotes the use of standard work and competencies for staff. Provides training and on-going support including scripting and coaching for handling difficult patients. Serves as QUEST champion for department, including utilizing and promoting safety toolkit, leadership standard work, daily huddle process, and improvement rounds.
• Serves as super user and subject matter expert for all collections systems and tools.
• Provides workload distribution, tracking and workflow management. Supports productivity and quality of team by performing audits, monitoring queues and phone logs, Adjusts routines and schedules in order to complete daily assignments and have supportive coverage within their area of responsibility/locations as well as the System Patient Receivables Center in general.
• Leader will also meet with any service or technology vendor to review operations and ensure that new strategies to improve processes are incorporated into department project plans. Serves as level-one representative for any customer-service related technology (e.g., dialer, statements, on-line bill pay portal). Manages and directs all aspects of customer service-related vendors, including but not limited to payment plans, bankruptcy and estate scrubs, and bad address, as well as payroll deduction program for both facility and professional bills. Ensures all communications received via phone, mail, emails, or on-line portal are resolved in a timely, professional and customer-friendly manner.
• Responsible for the utilization of positive communication skills with staff, patients, facilities, Physicians and vendors.
• Assumes responsibility for the maintenance, communication and implementation of changes within their areas of responsibility.
• Participates in education and training efforts to maintain levels of knowledge.
• Maintains and reviews daily reports, providing communication immediately to Director regarding any anomalies or concerns. Provides key performance indicators (KPIs) related to assigned areas of responsibility.
• Advises Director of any discrepancies or issues (organizational and staffing) that may occur. Provides staff coaching, discipline, and annual performance reviews. Keeps management informed and seeks assistance when necessary.
• Assists in budget development and manages resources within budgetary constraints (time and attendance).
• Generates reports on NGPC performance, including abandoned call rates, average speed to answer, incoming call volumes, hold times and agent performance. Maintains the Automated Call Distributing (ACD) system in a manner that minimizes customer wait times and optimizes staff time management.
• Develops and implements NGPC training including Q&A, roleplaying, and regular staff meetings.
• Sets, monitors and tracks individual and team goals and successes, and provides coaching and develops performance improvement action plans.
• Manages the research and resolution of patient complaints from the Patient Complaint Management System and other sources of consumer complaints (e.g., Better Business Bureau, Georgia Insurance Commissioner, etc.) within the acceptable time frame. Serves as an escalation resource for any customer or compliance complaints. Leader will utilize complaints as a method to train and develop staff.
• Maintains and improves NGPC operations by monitoring system and vendor performance; identifying and resolving problems; completing system audits and analyses; managing systems, process improvement and quality assurance.
• Maintains a comprehensive working knowledge of the markets, specialties and fields of business development.
• Utilizes organization and prioritization skills in their daily tasks. Utilizes time management skills to ensure completion of daily processes.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time
• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time
• Vision: Moderate, Frequently 31-65% of time
• Kneeling/Stooping/Bending: Occasionally 0-30%
• Standing/Walking: Occasionally 0-30%
• Pushing/Pulling: Occasionally 0-30%
• Intensity of Work: Frequently 31-65%
• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding

Environment and Working Conditions

• OSHA Category III: Job classifications in which the normal duties do not entail predictable or unpredictable contact with blood or other potentially infectious or hazardous materials.

Additional information

Working at NGHS means being part of something special: a team invested in you as a person, an employee, and in helping you reach your goals.

NGHS: Opportunities start here.