What are the responsibilities and job description for the Customer Service Manager PFS - Patient Financial Services - FT Days position at ANDERSON HOSPITAL?
Job Details
Description
Job Summary: The Customer Service Manager will be responsible for providing leadership, guidance and daily support to our Customer Service Team, while driving service excellence, and process improvements for all entities involved in the PFS operations. The manager of Customer Service will be responsible for handling and de-escalating patient complaints, staff training, productivity and quality monitoring, and corrective actions. In addition to these responsibilities this person will be responsible for overseeing any bankruptcy, deceased and probate accounts.
Service and Quality Standards:
Service
Is Customer focused
Anticipates customer needs
Adheres to customer service standards
Is Competent, caring and compassionate
Treats coworkers and customers with dignity and respect
Demonstrates competent, caring and compassionate behavior
to customers and coworkers
People
Is conversation conscious
Assures confidentiality of patient and employee information
Is positive in interactions with others
Is courteous and respectful
Promotes a harassment free environment
Inspires the trust of others
Acts in accordance with hospital policies, meets the requirements of the Code of Conduct, and identifies any conflicts of interest.
Quality
Is excellent in patient care and service
Demonstrates multidisciplinary cooperation
Assists in obtaining excellent satisfaction scores of feedback
Is safety conscious
Demonstrates safety consciousness and supports safety initiatives
Is involved with improvement efforts
Supports performance improvement
Seeks ways to improve systems and services
Shows commitment to improvement efforts
Meets mandatory educational requirements
Growth
Is a loyal ambassador
Demonstrates commitment to hospital mission and vision
Is active and involved
Supports hospital initiatives
Champions innovation and supports change
Is a positive role model
Fosters team cooperation
Finance
Is a good steward of hospital resources
Develops/uses efficient work methods
Is cost effective
Conserves organizational resources
Job Responsibilities:
- Manages Customer Service regarding patient accounts for all entities within the Anderson Healthcare Organization
- Performs and oversees team training needs.
- Provides Leadership and guidance daily to staff
- Monitors productivity and quality standards for each team member, and reports results to the (PFS) Director.
- Performs corrective action for employees as needed.
- Selection and hiring of new employees, in consultation with PFS Director.
- Maintains working relationships with other departments to resolve issues.
- Maintains effective working knowledge of Meditech, FinThrive applications, and all other PFS ancillary software applications.
- Appear in court as needed for probate, bankruptcy, deceased cases.
- This person will be the first point of contact for handling patient complaints.
- Responsible for the correction of Guarantor related account issues and reporting to the Privacy Officer.
- Other Job Duties as assigned
Qualifications
Education Requirements and Other Requirements:
Education Level: High School diploma or equivalent. Degree or college course work in business, accounting, or management preferred.
Certification/Licensure:
Experience Requirements:
Minimum 2 years hospital patient accounts supervisory experience preferred.
Experience with Meditech and FinThrive Claims Management and Contract Management preferred.
Experience with Microsoft Excel and Word applications preferred.
Working Conditions: Exposure Category III: Tasks that involve no exposure to blood, body fluids, or tissues, and Category I tasks are not a condition of employment. The normal work routine involves no exposure to blood, body fluids, or tissues. Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid or to be potentially exposed in some other way.
