Manager, Patient Business Services - Call Centers (Onsite)

Memorial Hermann Health System•West, TX

1d•Onsite

About The Position

Responsible for managing day-to-day operations including pre-registrations/verifications, registrations, reservations, financial counseling, and/or collection of third party and private receivables. This role is located at the Memorial City campus, 902 Frostwood Drive, Houston, TX 77024, and is an onsite position.

Requirements

Must have call center management experience to be considered
Experience managing a healthcare call center preferred
Experience management the medical referral process.
Able to manage inbound/outbound referral process
Experience working in a large, cross-functional team collaborating effectively across the organization and within complex contexts.
Outstanding written and verbal communication abilities, especially in communicating effectively with all levels of management.
Exceptional time management skills and attention to detail.
Exceptional customer service, interpersonal, and relationship-building skills.
Ability to create a positive work environment that promotes team success
Bachelors Degree in Business, Finance, Accounting or Economics or commensurate experience preferred
Five (5) to seven (7) years of hospital/healthcare business office or financial management experience
Demonstrated computer skills with the Microsoft Office Suite of products (Excel, Access, Word, PowerPoint)
Effective oral and written communication skills

Nice To Haves

Experience managing a healthcare call center
Experience management the medical referral process.
Able to manage inbound/outbound referral process

Responsibilities

Develops a working knowledge of the patient population and physician relationships; builds business plans that meet the needs of our customers.
Ensures operations are in line with the strategic business objectives of the facility.
Evaluates the performance level of the unit and individuals.
Defines performance expectations, measurement tools and policy and processes.
Supports the instruction of educational programs that promote staff competency.
Evaluates and provides recommendations for the staffing levels required to perform the functions of the unit.
Allocates work assignments in a manner that improves customer service levels, increases productivity and net revenue in the facility.
Monitors quality improvement efforts and makes recommendations for change as necessary.
Works with peers to improve workflow and departmental processes.
Assists with the planning, development, and direction of capital expenditures, business objectives, departmental goals, and special projects.
Manages expenses as defined by the department budget and monitors cost reports, making adjustments as necessary to reconcile variances.
Leads in the preparation of departmental compliance with all regulatory requirements.
Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.
Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.
Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences.
Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
Other duties as assigned.