Falckis a global emergency medical services provider originating from Denmark that services multiple states in the US including California, Oregon, and Colorado. Falck has been operating in the US since 2010 and is the second largest private provider of emergency medical services in the country today. Our Emergency Medical Services impact not only the lives of our patients, but their families and communities.

What We Offer:

• Full-Time Benefits (Medical, Dental, Vision, Life)
• 401(k) with company match
• Training and Career Development
• Paid Time-Off

Position Summary:

As the Patient Experience Manager (billing) for Falck, a leading global emergency medical services provider, you will play a crucial role in ensuring a positive patient experience post 911 transport.

Your primary focus will be on patient billing, insurance coordination, and collecting copays, while also prioritizing patient satisfaction and leveraging digital solutions to enhance their experience. We expect great people skills and that you have a natural fit to our 3 winning behaviors (We are committed to care, We build trust and together we create more value)

In addition, you will play a pivotal role in designing, transforming, and improving the short- and long-term patient payment experience. It is crucial that our patients also receive exceptional service after the emergency transport.

Based in our Mesa, Arizona office, you will lead a team of 1 supervisor with 6 patient experience staff members, within our internal team. Additionally, you will oversee our outsourced patient contact center to ensure seamless coordination and exceptional service delivery.

Your responsibilities will include guiding and supporting the internal team, streamlining billing processes, collaborating with cross-functional teams, and implementing strategies to improve patient experience and service delivery across both the internal and outsourced teams.

We offer full-time benefits, including medical, dental, vision, and life insurance, as well as a 401(k) with company match. Additionally, we provide training and career development opportunities, along with generous paid time-off.

Responsibilities:

• Lead and guide a team of patient experience staff members, providing support and mentorship to drive exceptional patient satisfaction.
• Streamline billing processes and procedures, identifying opportunities for improvement and automation to enhance efficiency.
• Collaborate with cross-functional teams to optimize the patient payment experience and ensure seamless coordination.
• Implement strategies to improve patient experience and satisfaction levels, leveraging design thinking principles.
• Monitor billing performance metrics and analyze trends to identify areas for improvement and optimize cash flow.
• Handle escalated patient inquiries, resolving complex issues and ensuring high patient satisfaction.
• Develop and deliver training programs to enhance the team's knowledge of patient billing processes best practices.
• Stay updated with industry trends and regulatory changes to ensure compliance in billing practices.
• Collaborate with the management team to develop and implement strategic initiatives for revenue growth and improved patient experience.

Qualifications:

• Bachelor's degree in business administration, finance, or a related field preferred. Relevant certifications or equivalent experience will be considered.
• Proven experience in a customer service management role, preferably within the healthcare or medical billing industry.
• Strong knowledge of medical billing processes, insurance regulations, and reimbursement methodologies.
• Excellent leadership and team management skills, with the ability to motivate and inspire a team.
• Exceptional problem-solving and analytical abilities, with a focus on process improvement and operational efficiency.
• Strong communication and interpersonal skills, with the ability to effectively communicate complex information to stakeholders.
• Detail-oriented mindset, with a commitment to accuracy and data integrity.
• Ability to work well under pressure and handle multiple priorities in a fast-paced environment.
• Strong customer service orientation and a passion for delivering exceptional experiences.
• Flexibility and adaptability, with the ability to adjust to changing priorities and client needs.
• Availability to travel to other Falck locations as needed.

Falck is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.