System Manager Patient Financial Services, Customer Service and Self Pay Collections

DescriptionLOCATION: 600 Holiday Dr Plaza Matteson, ILDEPARTMENT: Revenue CycleSHIFT: 8:00 AM - 4:00 PMSALARY RANGE: $120,675-$139,952 YEARLYSalary is commensurate with years of experience indicated at time of application submittal. Experience not disclosed or documented at the time of application will not be considered for initial step placement.JOB SUMMARYReporting to the System Director of Patient Financial Services, the System Manager of Customer Service and Self Pay Collections is a newly created position with responsibility for the billing and collections processes within the Central Business Office (CBO).The System Manager of Customer Service and Self Pay Collections provides day-to-day guidance and oversight to the department when questions arise regarding workflow, processes, procedures, and issues within the department in regards to our customer service and self-pay operations. The Customer Service and Self Pay areas are the primary patient contact for the Central Business Office after service has been rendered, it is essential for this candidate to have a professional demeanor that is conducive to handling difficult patient interactions, as well as effective and efficient work style in handling / resolving issues. Additionally, the appropriate candidate must demonstrate excellent verbal and written communication skills. This position will act as a positive role model! for the staff, promote teamwork, and provide the guidance or support necessary to assist the customer service representatives to reach their goals.TYPICAL DUITESResponsible for managing one or more of the activities involving billing of accounts, collection activities, third-party payer arrangements, legal proceedings, and the use of private collection agencies.Implement vendor metrics to ensure the department's collections vendor is maintaining leading practice benchmarks; identify poor performing vendors and recommend replacement vendor.Coordinates activities required to initiate legal proceedings, employ private collection agencies, or develop special arrangements for delinquent accounts.Implement and monitors performance standards and designed to maximize productivity and quality among the Customer Service Representatives. Ensure regular reporting of performance metrics to Manager and weekly feedback to staff.Assist and show guidance to new employees through on-site training; work with existing associates to refine and train on new skills and updates in the department.Assist customer service representatives with difficult situations regarding workflow, policies and daily job functions of the department.Mentoring and developing current department management (team leads and supervisors) and aides Director in management succession planning.Collaborates with CCHHS Director of Patient Accounts to create executive level summary reports.Assists in recruiting, interviewing, hiring, performance monitoring, retention, initiating/follow through with disciplinary action and termination of staff in consultation with Human Resources and the CCHHS Director of Patient Accounts.Actively participates in organizational and departmental committees, as wen as in special projects.Promotes quality management by initiating/participating in specific reviews and assists with quality monitoring.Performs other duties requested by System Senior Director of Revenue Cycle Operations and CCHHS Director of Patient Accounts.Develop/maintain dashboard for customer service and self-pay staff.Achieve department goals set forth by CCHHS Director of Patient Accounts.Monitors vendor performance and recommends changes when appropriate Creates monthly executive summaries.QualificationsMinimum QualificationsHigh School Diploma or GED equivalent. is required. (Copy of diploma or transcript is due at the time of interview)A minimum of five (5) years' experience in customer service and/or self-pay areas, is required.A minimum three (3) years of experience in a supervisory or management capacity, is required.Preferred QualificationsBachelor's degree from accredited institution with additional post graduate coursework in business or health administration, is preferred.Certified Health Financial Practitioner (CHFP) is preferred.A minimum of five (5) years’ experience within multi hospital system, is preferred.A minimum of five (5) years’ experience within self-pay areas of financial services, is preferred.Knowledge, Skills, Abilities and Other CharacteristicsKnowledge of hospital customer service and self-pay practices.Understanding of Federal, State, Local, and Agency healthcare laws, standards and financial regulations.Strong interpersonal skills and team skills, ability to communicate well with individuals, and in group settings, ability to communicate with diverse population and people from various backgrounds. Demonstrates sensitivity and respect in caring for patients.Written and verbal communication, ability to prepare reports and make presentations to various professional and public.Analytical skills, problem solving skills.Mathematical skill, describe.Conflict management skills.Strong decision-making skills and ability to use professional judgment.Attention to detail.Work to deadlines.Flexibility and adaptability in performing work duties.Strong project management skills.Emergency response skills.Knowledge of the following software programs: Windows based software.Knowledge of hospital specific accounting, billing and customer service systems.Experience in a specific area of medicine, specify.Knowledge of specific equipment, specify.Fluency in a foreign language, specify..Physical and Environmental DemandsThis position is functioning within a healthcare environment. The incumbent is responsible for adherence to all hospital and department specific safety requirements. This includes but is not limited to the following policies and procedures: complying with Personal Protective Equipment requirements, hand washing and sanitizing practices, complying with department specific engineering and work practice controls and any other work area safety precautions as specified by hospital wide policy and departmental procedures.The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.For purposes of the American with Disabilities Act, “Typical Duties” are essential job functions.VETERAN PREFERENCEPLEASE READ When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service.To take advantage of this preference a Veteran must:Meet the minimum qualifications for the position.Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, “Are you a Military Veteran?”Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable.ORA copy of a valid State ID Card or Driver’s License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.If items are not attached, you will not be eligible for Veteran PreferenceVETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER’S LICENSE AT TIME OF INTERVIEW.MUST MEET ALL REQUIRED QUALIFICATIONS AT TIME OF APPLICATION FILING. BENEFITS PACKAGEMedical, Dental, and Vision CoverageBasic Term Life InsurancePension PlanDeferred Compensation ProgramPaid Holidays, Vacation, and Sick TimeYou may also qualify for the Public Service Loan Forgiveness Program (PSLF) For further information on our excellent benefits package, please click on the following link: *Degrees awarded outside of the United States with the exception of those awarded in one of the United States’ territories and Canada must be credentialed by an approved U. S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.*Please note all offers of employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.*CCHHS is strictlyprohibitedfromconditioning,basingor knowinglyprejudicingor affectinganytermoraspectofCountyemploymentorhiringuponorbecauseofany politicalreasonorfactor.COOK COUNTY HEALTH & HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER.Organization: Health and Hospital SystemsSchedule: Full-time