Manager, SBO Call Center - 498640

Title: Manager, SBO Call Center

Department Org: Patient Financial Svcs - 108870

Employee Classification: J1 - Salaried Full Time HSC

Bargaining Unit: Professional Staff Association

Primary Location: HSC H

Shift: 1

Start Time: 8:30 am End Time: 5:00 pm

Posted Salary: Salary starting at $58K, will commensurate with education and experience

Float: No

Rotate: No

On Call: No

Travel: No

Weekend/Holiday: No

Job Description:

This role is accountable for maintaining patient satisfaction through the management of the University of Toledo’s SBO Customer Service area which handles incoming patient inquiries surrounding both hospital and physician billing. This role will manage the customer service representatives to ensure patient questions and concerns are handled in a prompt, friendly manner. Acting as a liaison between internal and external constituents. The individual in this role works to improve current departmental processes and policies in a way that increases both operation efficiencies and patient satisfaction.
Prepare and review necessary management reports. Plan, organize, implement, and direct the activities to support the mission, vision, and values of the University of Toledo Medical Center. Monitor and ensure compliance with all local, state, and federal laws in addition to contractual requirements. Participate in cross functional work groups. Collaborate with team to develop and institute best practices. Complete various daily, weekly, monthly monitoring and reporting.

Minimum Qualifications:

• Bachelor’s degree in accounting, business, or related area or equivalent relevant experience required (3 years).
• Minimum 2 years progressive leadership experience required.
• Strong communication (written and verbal) and interpersonal skills.
• Strong critical thinking and problem-solving skills.
• Strong Customer Service Skills.
• Demonstrated ability to lead and motivate staff.
• Ability to manage employees in a fair and consistent manner.
• Strong organizational and multi-tasking skills.
• Ability to defuse conflicts and handle stressful situations in a positive manner.
• Knowledge of Revenue Cycle procedures.
• Previous computer experience in Excel and Word required.
• Ability to work as part of a team and independently.
• Demonstrated proficiency with relevant hospital software.

Conditions of Employment:

To promote the highest levels of health and well-being, the University of Toledo campuses are tobacco-free. To further this effort, the University of Toledo Health Science Campus Medical Center is requiring candidates for employment to be nicotine-free. Pre-employment health screening requirements will include cotinine (nicotine) testing, as well as drug and other required health screenings for the position. With the exception of positions within University of Toledo Main Campus and the University of Toledo College of Medicine and Life Sciences, the employment offer is conditional upon successful completion of a cotinine test and Occupational Health clearance.

Equal Employment Opportunity Statement:

The University of Toledo is an equal opportunity, affirmative action employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation.

The University is dedicated to the goal of building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment and strongly encourages applications from women, minorities, individuals with disabilities, dual-career professionals and covered veterans.

The University of Toledo provides reasonable accommodation to individuals with disabilities. If you require accommodation to complete this application, or for testing or interviewing, please contact the HR Compliance at hrcompliance@utoledo.edu or 419-530-4747 between the hours of 8:30AM and 5:00PM or apply online for an accommodation request.

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the Main Campus of the University of Toledo.