Revenue Cycle Manager, Customer Service & Self-Pay

Job description:

Revenue Cycle Manager, Customer Service & Self-Pay

Established and growing Revenue Cycle Management company seeking a motivated, customer-service oriented individual to join our team!

RevCare, Inc., an industry leader in RCM, is currently seeking a Manager, Customer Service & Self-Pay to lead our patient contact center located in Fairlawn, OH.

Reporting to the Revenue Cycle Director of Operations, the Manager, Customer Service & Self-Pay will provide leadership over the day-to-day and strategic operations of the Patient Contact Center within the Early-Out Services division. This includes managing a team of revenue cycle representatives/team leads and being accountable for quality performance, including the ability to consistently meet established key performance indicators and the optimal customer and patient experience required by the healthcare organizations we serve. The Revenue Cycle Manager, Customer Service & Self-Pay is responsible for direct oversight of the centralized Self-Pay collections unit handling inbound/outbound telephone calls associated with hospital and professional medical claims. The manager will ensure all inbound/outbound telephone calls are handled and resolved in a timely manner, over-the-phone payments are posted and reconciled daily, and all patient complaints are addressed immediately. The Revenue Cycle Manager is responsible for the assigned team performance, work quality, efficiency, and compliance with all policies and regulations.

Qualifications and Experience:

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 5 years’ related experience in an RCM customer service environment, patient contact center or call center.
• Minimum of 3 years’ direct supervisory experience.
• Demonstrated skills in A/R management, customer service, problem assessment, resolution, and a strong proficiency in healthcare as it pertains to self-pay billing, A/R and collections.
• Ability to work collaboratively with team members and leadership, strong customer service skills that demonstrate tact and sensitivity in stressful situations.
• Ability to work independently, follow through and handle multiple tasks simultaneously.
• Excellent verbal and written communication skills.
• Intermediate to advanced level proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Knowledge of multiple hospital EHR’s is preferred, including Epic.
• Must be a self-motivated individual with a positive and exceptional work ethic.
• Must successfully complete system training requirements.

Essential Functions:

• Reviews standard organizational metrics and reports internal self-pay trends, underlying root causes, and other related issues. Applies a structured and disciplined approach to defining problems and improving performance. Champions the effectiveness of revenue cycle functional team efforts and recommend improvement strategies to enhance overall efficiency across the patient contact center and remote teams.
• Organizes and supervises staff to work in accordance with operating protocols to achieve maximum efficiency. Assists with the evaluation of ongoing operations and programs regularly for efficient resource use.
• Manages "special situation" and/or higher complexity calls escalated by Representatives for resolution. Identifies trends and conducts root cause analysis. Makes recommendations to close identified gaps in process, people, or technology.
• Responsible for weekly/ monthly/status reporting (development/preparation/maintenance of reports) submitted to both clients and executive leadership.
• Monitors inbound/outbound telephone queues resulting from successful automated calls and letter campaigns.
• Perform consistent quality reviews on staff by sampling accounts and listening to live calls.
• Directly manage call workflows (manual and via an automated auto-dialer) and backlog reduction.
• Develop procedures and work practices designed to maximize performance and overall collection activities.
• Meets regularly with the RevCare,Inc. management team to review trends related to collections, billing issues and contact center/client performance.
• Assists in developing, implementing, and revising departmental policies and procedures
• Conduct routine scheduled meetings with team to ensure consistency, ongoing education, and training.
• Ensure payments collected and posted are reconciled daily.
• Manage working relationships with healthcare clients.
• Review and validate statement cycles for all clients to ensure patients receive statements in a timely manner.
• Monitor the refund/credit queues and processes to ensure refunds/credits are accurate and processed timely.
• Ensures compliance with all client and internal policies, as well as all state and federal regulations.

Other duties may be added, and this job description can be amended at any time.

Key Requirements:

• Proven track record in reliability and dependability.
• Demonstrates effective problem solving and conflict resolution skills.
• Demonstrates friendly, personal, and timely customer service skills.
• Proven track record in effectively planning, organizing and attention to detail.
• Demonstrates ability to be a team player and leader.
• Demonstrates current competencies applicable to the job position.
• Efficient organizational skills with the ability to effectively prioritize and multi-task.
• Demonstrates ability to work in a fast-paced, ever-changing environment.
• Ability to maintain a positive, courteous demeanor with all patients and colleagues.
• Demonstrates understanding of, and ability to comply with, all regulatory requirements of HIPAA and FDCPA.

Job Type: Full-time

Benefits:

• 401(k) matching

Schedule:

• 8-hour shift
• Monday to Friday

Work Location: Hybrid/Remote/In person