Director-Customer Service and Collections

General Summary

Coordinates and supervises customer service, patient inquiry and credit and collection functions of the System.

Duties and Responsibilities

• Implements appropriate credit and collection procedures, ensuring that all accounts receivable records are kept in accordance with established procedures. Works jointly with Patient Financial Services and Revenue Cycle leaders responsible for maintaining AR days and cash flow within specific targets.
• Keeps current on all reimbursement and billing procedures of third-party insurance payers and credit/collections laws.
• Supervises a variety of operations which may include Customer Service, credit and collection, insurance and patient inquiry functions, and financial assistance and Medicaid enrollment.
• Implements controls to ensure appropriate customer service, credit and collection and payment cycles. Establishes appropriate procedures for follow up and collection on all overdue self-pay accounts.
• Evaluates appropriate policies and procedures and makes recommendations for improvement, including performance improvement projects and patient satisfaction reviews of customer service in coordination with all revenue cycle departments.
• Establishes policies to screen and review applicants/applications in determining resources for patients or financial assistance determination for free care allocations.
• Monitors bad debt write off against budgeted level and third-party agency performance.
• Prepares reports measuring actual results with established targets. Ensures the validity of financial reports utilized by finance and operational management. Provides explanations for fluctuations to Revenue Cycle departments or Financial Services as requested.
• Maintains a level of customer relations consistent with that of the System. Fosters a positive experience with patients, insurers, etc. Works collaboratively with peers in the System as part of the overall billing and/or collections process. Responds to billing questions or complaints from patients, physicians and insurers.
• Maintains an in-depth knowledge of the information system requirements for collections (and follow up protocols) and billing (both professional and technical). Maintains an appropriate level of staff training and utilization. Supports sites with information system needs and work closely with Information Services personnel. Makes suggestions for system improvements.
• Oversees all relationships, contractual agreements and performance monitoring for third party collection and customer service vendors, including assurance for accuracy of reporting and electronic file transfers and reconciliations of payments and account inventories.
• Maintains performance standards for all aspects of the customer service function.

Common Expectations:

• Recommends staffing levels, selects and assigns staff, evaluates performance, evaluates/tests competencies (as applicable), provides orientation, training and continuing education of staff, and initiates or makes recommendations for personnel actions.
• Develops and recommends appropriate budget(s) for area(s) of responsibility and ensures that area(s) operates within budget.
• Coordinates and integrates services within the department/service line/entity, with other departments/service lines/entities, and with the System's primary functions. Participates in the selection of outside services (if needed).
• Continuously assesses and improves the department/service line/entity/System's performance. Maintains appropriate quality control/assessment programs (if applicable).
• Maintains departmental reports and records and collects statistical data for administrative and regulatory purposes.
• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings, and workshops.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation

Qualifications

Minimum Education:

• Bachelors Degree Required

Work Experience:

• 3 years Experience in business administration or accounting. Required and
• Supervisory experience. Required

Licenses:

• Certified Revenue Cycle Professional Upon Hire Preferred