Department: 10280 Revenue Cycle - WI Patient Billing Contact Center Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: First Shift, Call Center hours Monday-Friday 8-5. 100% Remote Work. Go into the office as needed. Major Responsibilities: Supervises and oversees all inbound/outbound contacts with patients, their representatives, physicians, insurance companies and others to ensure quality, productivity, and service expectations are met. Oversees contact types (i.e. calls, email, chat, or correspondence) and documentation to ensure that all appropriate information is obtained, researched, and properly documented to ensure patient expectations are met. Understands and meets state and HIPAA regulations and follows department policies and procedures. Collaborates with the quality team to develop and implement performance standards for contact quality, documentation accuracy, and patient satisfaction. Collaborates with workforce scheduling and contact center operations to develop and implement key performance indicators including abandoned call rates, average speed to answer, and adherence to schedule. Makes changes to the schedule in the absence of workforce scheduling staff. Collaborates with customer service process staff to improve productivity and accuracy of patient contacts and to improve response time to patients' questions. Responsible for reviewing extended payment plan requests, authorization of account balance adjustments, interaction with vendors handling system problems and other transactions. Resolves patient (or internal/external customer) complaints, collaborating with patient contact center leadership when appropriate. Participates in strategic planning and implementation of patient contact center goals. Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations. Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business. Licensure, Registration, and/or Certification Required: None Required. Education Required: Bachelor's Degree (or equivalent knowledge) in Health Care Administration, or Bachelor's Degree (or equivalent knowledge) in Business or related field. Experience Required: Typically requires 3 years of experience in high volume contact center, preferably in healthcare or insurance environment with demonstrated leadership abilities and staff management. Knowledge, Skills & Abilities Required: Excellent interpersonal, problem solving and decision-making skills. Excellent written and verbal communication skills. Advanced computer skills to include all Microsoft Office applications, call center software, and database applications. Demonstrated ability to work with a wide variety of individuals. Customer-focused approach. Knowledge of health care revenue cycle functions preferred. Demonstrate the Advocate Aurora Health purpose, values and behaviors. Physical Requirements and Working Conditions: Must have functional vision, touch, speech and hearing. Ability to sit at a desk or workstation and use a computer for several hours a day and flexibility to move throughout the entire contact center as needed. Operates all equipment necessary to perform the job. Exposed to a normal office environment. Occasional travel for training and conferences. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care