Revenue Cycle Manager - Customer Service
Employment Type: Full-Time
Industry: Customer Service/Call Center
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* Requisition no: 502598* Work type: Full Time* Location: Other US Locations* School/Department: Faculty Practice Organization* Grade: Grade 106* Categories: Administrative Support, General AdministrationPosition SummaryThe Clinical Revenue Office, located in Ft. Lee, New Jersey is looking for a Revenue Cycle Manager. The Revenue Cycle Manager (Customer Service) is responsible for direct oversight of the centralized customer service unit handling inbound calls associated with professional medical claims. He/she will ensure all inbound telephone calls are handled and resolved within a timely manner, all over the phone payments are posted and reconciled on a daily basis and all patient complaints are addressed immediately. The manager is responsible for unit performance, work quality, efficiency and compliance with policies and regulations.Responsibilities* Day-to-day management of staff. Includes recruiting and human resource management.* Organizes and directs staff to maximize efficiency of operations.* Supervises and directs staff accordingly to handling inbound calls.* Monitor inbound telephone queues and minimize high wait times.* Manages "special situation" and/or higher complexity calls escalated by Customer Service Specialists for resolution.* Organizes and directs staff to maximize efficiency of operations. Assists with the evaluation of ongoing operations and programs on a regular basis for efficient use of resources.* Evaluates staff performance, provides timely feedback and corrective personnel action when appropriate, utilizing appropriate human resource policies and procedures.* Performing quality review on staff by sampling accounts and listening to live calls.* Develops procedures and work practices designed to maximize performance and overall collection activities.* Works collaboratively with clinical departments to establish effective communications.* Reports the status of the Accounts Receivable Unit with respect to staffing, work tools, reports, potential problems, changes and requirements to the CRO Director.* Responsible for weekly/ monthly/status reporting (development/preparation/maintenance of reports)* Meets regularly with CRO management team to review trends related to collections and/or billing issues.* Assists the management in developing, implementing, and revising departmental policies and procedures.* Performs other revenue cycle tasks as required and assigned including, but not limited to, job functions in all AR follow up and Customer Service Units* Conforms to all applicable HIPAA, Billing Compliance and safety policies and guidelines.* Responsible for maintaining and developing workflows and assisting in backlog reduction.* Conduct routine scheduled meetings with unit supervisors to ensure the consistencies, on-going education and training.Minimum Qualifications* BA/BS in Business Administration, Health Services Administration (or in a related field) or equivalent work experience in healthcare management required.* Minimum of 5 years' experience of customer service in medical billing or third party payer environment with knowledge of CPT, ICD-10, and HCPC coding and medical terminology.* Demonstrated skills in A/R management, problem assessment, and resolution and collaborative problem solving in complex, interdisciplinary settings.* Ability to work collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrating tact and sensitivity in stressful situations.* Knowledge of electronic billing systems; Automatic Call Distributor systems; knowledge of office machines, including personal computers, and an ability and willingness to learn new systems and programs.* Ability to work independently and follow-through and handle multiple tasks simultaneously.* Must demonstrate effective communication skills both verbally and written.* Advanced knowledge of Microsoft Excel or similar software is required.* Must be a motivated individual with a positive and exceptional work ethic.Preferred Qualifications* Call center experience and knowledge of an automated call distributor phone system* Knowledge of Epic and GE/IDX billing system* Working Knowledge of Microsoft Office (Word and Excel)* Certified Coder* Bilingual English/Spanish* Previous experience in an academic healthcare billing environmentOther Requirements*Competencies: The following competencies focus on the behavioral qualities needed for this role as well as an individual's proven abilities and technical skills. Core Competencies: Preferred Minimum Proficiency Level Accountability & Self-Management Level 3 - Intermediate Adaptability to Change Level 3 - Intermediate Communication Level 3 - Intermediate Customer Service-Patient Focus Level 3 - Intermediate Emotional Intelligence Level 3 - Intermediate Problem Solving & Decision Making Level 3 - Intermediate Productivity & Time Management Level 3 - Intermediate Teamwork & Collaboration Level 3 - Intermediate Quality & Compliance Focused Level 3 - Intermediate Leadership Competencies: Preferred Minimum Proficiency Level Business Acumen & Vision Driver Level 1 - Introductory Performance Management Level 2 - Basic Innovation & Organizational Development Level 1 - IntroductoryEqual Opportunity Employer / Disability / VeteranColumbia University is committed to the hiring of qualified local residents.Applications open: Aug 23 2019 Eastern Daylight Time Applications close:Back Apply Share
Associated topics: answer, call center, client, client service, customer, customer order, phone call, representative, support specialist, telephone activation specialist
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