What are the responsibilities and job description for the Call Center Manager position at Arietis Health?
At Arietis Health, we recognize the vital role healthcare revenue cycle plays in maintaining the well-being of individuals and businesses alike. Our commitment is to demystify healthcare billing by empowering individuals and collaborating with premier healthcare organizations to address their executives' most pressing revenue cycle challenges. By doing so, we enable them to shift their focus towards providing exceptional patient care. Grounded in the belief of harnessing the expertise of a highly skilled team and advanced technology, we strive to cultivate a seamless patient billing experience that not only excels in efficiency but also delivers superior results. Join us in achieving our mission. We're actively seeking an on-site Call Center Manager to join our fast-growing team. If you're eager to contribute to redefining the landscape of healthcare revenue cycle management and be a part of our collaborative, positive, and human-centric culture, we'd love to hear from you!
About the Position: The Call Center Manager is responsible for production of Call Center employees and overall patient experience.
What You’ll Do: To excel in this role, an individual must satisfactorily perform the duties below; additional duties may be assigned. We are committed to intensive training opportunities and making reasonable accommodations to enable individuals with disabilities to perform the essential functions. Your contribution in this capacity is essential to our shared success.
- Ensures compliance with all legal requirements and government reporting regulations affecting human resource functions and ensures policies and procedures are followed in accordance with compliance requirements.
- Review patient correspondence for all client groups
- Review and/or assign tasks to individuals
- Review/answer any questions patient balance representative might have regarding previous day assignments
- Answering patient phone calls and Check/return Patient Voicemails
- Processing patient payments
- Review Hold Statement Report for all client groups
- Review Duplicate Account Report
- Notate accounts when returned mail is received (Bad Address)
- Respond to patient correspondence received via email about patient/guarantor balances
- Review Pending adjustments for Patient/Guarantor Balance
- Forwarding client electronic payment correspondence received in Billing Email to Payment Posting
- Retrieve mail from PO Box and take outgoing mail
- Review Patient Portal for Paperless Statement Requests for each provider organization
- Review Patient Portal for Profile Update Requests for each provider organization
- Review recurring payment accounts in Phygen
- Creating Letter Templates for all client groups
- Review daily Production for call center employees
- Review Call Center BI Tool Report in full
- Monitor calls for all reps for call center and patient liaison lines to ensure accuracy to the scripts
- Review bad address report, statement on hold and cosmetic reports weekly
- Meet with audit team on a weekly basis
- Touch base with all managers 1:1
- Adherence to the Code of Conduct and Corporate Compliance Program
What You’ll Bring:
- Bachelor's degree in healthcare administration or related field.
- Minimum 5 years' experience in Call Center Management.
- Proficient in Microsoft Office Suite or related software.
- Experience in working with reports, spreadsheets and Excel.
- Problem solving abilities.
- Excellent communication and customer relation skills.
- Ability to multi-task.
- Possess strong organizational skills.
- Understand HIPAA (Health Insurance Portability and Accountability) guidelines.
- Strong Language Ability: Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees.
- Strong Mathematical Ability: Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Apply concepts of basic algebra and geometry.
- Strong Reasoning Ability: Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Excellent technical writing capability
- Excellent non-technical writing capability
- Excellent telephone skills and manner with customers
- Excellent face-to-face interactions with customers
- Excellent organizational skills
- Excellent process development and documentation skills
What We Offer:
A chance to simplify revenue cycle management, together at a high-growth company! Since our founding in 2020, we’re already helping millions of patients and thousands of providers each year. We are proud to offer:
- Competitive compensation
- 401K plan with company match
- PTO with 12 additional paid holidays
- Telehealth at no cost to employees
- Health, dental, vision, and prescription drug coverage
- Group life insurance, Optional Life, Critical Illness and more.
- Training, development, and mentorship opportunities
Other:
- Our commitment to fostering a diverse and inclusive workplace is unwavering. All qualified applicants will be considered for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
- The job description provided above is not an exhaustive list of duties and standards for the position. Incumbents are encouraged to willingly embrace additional instructions and undertake related duties as assigned by their supervisor.
- As a condition of employment, you are expected to adhere to established compliance program requirements and uphold the employee and internet codes of conduct outlined in the Employee Handbook.
- While all tasks and responsibilities listed are considered essential functions of this position, we recognize that business conditions may require reasonable accommodations for additional tasks and responsibilities.
- The work environment characteristics outlined herein represent those encountered by an employee while performing the essential functions of this job. Reasonable accommodation may be arranged to facilitate individuals with disabilities in fulfilling these essential functions.
- The physical requirements outlined herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. We are dedicated to making reasonable accommodations to enable individuals with disabilities to fulfill these essential functions.
