System Manager of Customer Service

: Position Summary: The System Manager of Customer Service is responsible for planning, directing, organizing, monitoring and staffing subject to policies, budgets, objectives and directives mandated by regulatory agencies, DNV and the executive team. Supports the customer service function including the financial assistance program in maintaining team discipline for all elements of established standard processes and update or create as needed (work management, tools, team briefings, metrics tracking and prompt resolution of issues, problems and opportunities). Directs and coordinates all functions of customer service. Conducts research and education for the customer service functions. Educates, reports and provides information to organization regarding collections, financial assistance, and the customer service function. Minimum Qualifications:

• Bachelor's degree in Business or Accounting; equivalent combination of education and experience considered.
• Three (3) years of experience in customer service in healthcare billing, financial assistance programs, admitting, and collections
• Five years of management experience
• Preferred : Master's degree in healthcare administration or business administration or related field.
• Preferred: Regulatory knowledge required for PPS and CAH Hospital, Provider-Based, Free-Standing Clinic, and Swing Bed Billing

Essential Job Functions:

• Collaborates with the System Director of Revenue Cycle with broad operations to ensure the provision of comprehensive departmental services in compliance with all regulatory agencies and organizational requirements, ultimately providing best in class customer service
• Assesses current state for gaps in becoming a best in class customer service team and refines communication to provide clear, concise and straightforward information including website patient facing information
• Ensures a collaborative departmental approach to long-range strategic operational planning, care and service design and development of organizational policies and procedures, which reflect the mission of the organization
• Supports and ensures compliance with all applicable collection laws and regulations, i.e.Fair Debt Collection Practices Act, and Financial Assistance Policy (501r regulations)
• Facilitates the implementation and consistent application of BH's Financial Assistance (Charity Care) policy to include annual updates to the Amounts Generally Billed, patient notification, application process, eligibility criteria, community notification, and related forms
• Develops reports/dashboards to summarize collection and Charity Care trends to applicable committees, workgroups and department leaders as applicable
• Maintain knowledge of State and Federal Regulations including, Medicare Conditions of Participation, Medicare Billing and Reimbursement regulations, Commercial payor billing rules, Bozeman Health Payer Contracts, and ICD 10 and HCPCs coding classification systems
• Monitors customer service key performance indicators, i.e. collection rates, self-pay AR, MyChart collections and autopayment enrollment
• Analyze customer service and collection reports/dashboard to identify opportunities for improve and develop performance improvement plan
• Demonstrates responsible management of all departmental resources
• Demonstrates clinical/technical and managerial competency. Ensures staff professional and training needs are met
• Represents customer service and collection functions throughout the organization and is the primary contact for pertinent organizational questions or inquiries
• Collaborates with System Director and Compliance Officer to develop and revise required training guides, customer service playbook, and policies/procedures as needed.
• Responsible for Verge cases assigned to customer service and works collaboratively with patient relations/risk management to resolve cases.
• Identifies trends in customer complaints and develops plan to prevent and mitigate
• Demonstrates ability to handle escalated customer concerns and resolves concerns in a timely, compassionate fashion.
• Develops plan to improve efficiencies in all areas of responsibility
• Acts as a liaison between organization and collection agencies and other vendors as needed
• Represent Bozeman Health on any legal collection cases that end up being reviewed in court
• Supports organizational data requests for audits, questionnaires, reports etc
• Assesses current staffing model and work assignments to ensure the department is adequately resourced
• Leads, teaches, inspires, helps and consistently demonstrates hospital behavioral standards

Knowledge, Skills and Abilities

• Strong leadership managerial skills; ability to plan, delegate, monitor and improve work performance
• Demonstrates sound judgement, patience, and maintains a professional demeanor at all times
• Ability to work in a fast-paced environment
• Ability to escalate issues to director and provide possible issue resolution
• Strong interpersonal, verbal and written communication skills
• Creativity, problem analysis and decision making
• Exercises tact, discretion, sensitivity and maintains confidentiality
• Detail oriented, organizational skills and the ability to prioritize
• Standard office equipment and computer applications; MS Office, EMR, internet applications etc.
• Ability to work varied shifts

The above statements are intended to describe the general nature and level of work being performed by people assigned to the job classification. They are not to be construed as a contract of any type nor an exhaustive list of all job duties performed by the personnel so classified. 77211370 Patient Financial Services