Manager, Self-Pay Service

University of Rochester•Rochester, NY

8d•Remote

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. This role is responsible for the administrative management of customer service programs, directing the supervision, guidance, and coordination of daily activities for the patient inquiry and self-pay collections teams. The Manager develops policies and procedures for standardization, compliance, and continuous improvement, sets goals for staff, and ensures accountability. They act as a liaison between departments to resolve complex problems and manage sensitive service recovery situations. The position also involves developing reports, analyzing results, meeting with leadership to provide consultative services, and developing/executing strategic plans for program development and process improvement. They will serve as project leader for new initiatives, evaluate program feasibility, and establish metrics for quality assurance. Collaboration with billing managers and quality officers is key to identifying operational improvements. The Manager will also serve as the main contact for auditors and external vendors, manage relationships with credit bureaus and collection agencies, and represent the department on committees.

Requirements

Bachelor's degree and 3 years of experience in health care required
Or equivalent combination of education and experience
Previous supervisory experience required

Responsibilities

Responsible for the administrative management of the customer service programs.
Directs the supervision, guidance and coordination of the day-to-day activities of the team responsible for patient inquiries and self pay collections processes for both hospital and professional service area(s).
Develops policies and procedures that ensure standardization and compliance and seeks to continually improve service to both the institution and the patient.
Develops goals and objectives for staff and ensures ongoing accountability.
Serves as a liaison between functional area/department and other departments to resolve complex problems or manage significant or sensitive service recovery situations.
Coordinates activities with the area Supervisor, directs the day-to-day activities of functional areas within the patient services group.
Monitors quality of work to ensure ongoing educational opportunities are available for staff, related to system, processes, outcomes, and customer service.
Responsible for evaluation, wage and salary recommendations, and other personnel actions for assigned staff.
Maintains responsibility for ensuring positive patient relationships with URMFG and SMH in matters relating to customer service, self pay billing, and collections processes.
Acts as liaison between functional area/department and other Hospital and Faculty Practice departments to resolve complex problems or in significant or sensitive service recovery situations.
Develops reports, analyses, and communication protocols to ensure results are thoroughly analyzed, communicated, and appropriate follow up is completed.
Meets with Medical Center leadership on a routine basis, providing advice/consultative services in matters relating to patient services and overall patient satisfaction.
Develops and executes strategic plans to facilitate program development and process improvement.
Promulgates consistent operating policies and procedures for functional area.
Serves as the project leader in the development and implementation of new programs and/or initiatives relating to functional areas.
Evaluates new programs for feasibility and existing programs for continued viability.
Establishes metrics to measure internal controls and quality assurance measures designed to ensure call center staff, self pay collectors, and the charity care officers provide the highest level of quality service to patients.
Guides internal staff and Hospital/URMFG department management in the proper implementation of customer services and collections policies and procedures.
Collaborates with departmental billing managers, Quality Officers for SMH, PAO, URMFG to proactively identify opportunities for operational improvements in the patient billing and collections cycle to to improve SMH and URMFG customer service, receivables, and maximize revenue opportunity.
Serves as main contact with internal/external auditors in relation to self pay and collection processes and with an external vendor that creates patient statements.
Establishes and maintains effective working relationships with credit bureaus/collection agencies and Early Out agencies.
Regularly reviews agency results and ensures URMC’s revenue recovery is maximized.
Ensures accounts placed with agencies are effectively managed and that agencies are performing within URMC’s standard of customer service.
Works with vendors to ensure commission rates are favorable to URMC.
Independently makes changes to account distribution across vendors.
Represents department on various internal and external committees.
Other duties as assigned.