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Telephonic Financial Counseling Manager

3 months ago

New York, United States NYC Health + Hospitals Full time

About NYC Health + Hospitals:


Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible


NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.


At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.


Job Description:

SUMMARY OF DUTIES AND RESPONSIBILITIES:

This position is responsible for supervising the Telephonic Financial Counseling Team, which is responsible for screening uninsured or underinsured patients and enrolling them in health insurance coverage or financial assistance over the phone through inbound or outbound calls or other referral pathways. The primary responsibility is to oversee the day to day operations of the team including monitoring the flow of both inbound and outbound calls by the Telephonic Financial Counselors, identifying and troubleshooting issues, monitoring key indicators, and completing monthly reports.

General tasks and responsibilities will include:

  • The identification of tasks and responsibilities below are not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to the position within the revenue cycle process.
  • Supervise Telephonic Financial Counseling team
  • Responsible for overseeing the day-to-day operations of the Telephonic Financial Counseling Team, which is responsible for screening uninsured or underinsured outpatients to identify health insurance or financial assistance eligibility
  • Monitor workqueues and DAR related to the Telephonic Financial Counseling team
  • Support the Telephonic Financial Counselors Assistant Coordinating Managers to manage financial counseling workflows
  • Develop and maintain templates and tools to track project progress, drive decision making, and facilitate communication.
  • Create and manage reports of staff performance and productivity
  • Knowledgeable of NYC Health + Hospitals’ financial counseling and financial assistance policies and procedures
  • Provide training and monitor performance of staff on all elements of financial counseling operations
  • Prepare monthly staffing schedules to ensure proper coverages at all times. Monitor Time and Leave Request for the team.
  • Utilize PeopleSoft to assess and report staff performance and competency
  • Prepare and present metrics being tracked for process improvement
  • Ensure staff compliance with Annual In-service requirements.
  • Serve as a liaison with hospital support departments including but not limited to outpatient clinics, social work and emergency department.
  • Facilitate interactions with other departments when necessary
  • Conducts and attend all necessary training sessions to effectively perform the day-to-day functions of the position
  • Perform other Miscellaneous Clerical functions such as: Follow up calls, fax, e-mail etc
  • Directly supervises 5 Assistant Coordinating Manager
  • Perform all other duties, as assigned by Director


Minimum Qualifications:

1. A Master’s degree from an accredited college or university in Public Health, Public Administration, Business Administration, Social Work, Psychology or Rehabilitation Counseling; and

2. Two (2) years of full-time experience in medically-oriented health care and medical support systems environment, one (1) year of which included experience in an administrative or supervisory capacity in such occupations as physical, occupational, inhalation, speech and audiology therapy or as Medical/Laboratory Technologist, Microbiologist (various specialties), Chemist (biochemist), Radiation and X-Ray Technician; or two (2) years of responsible level experience in business management systems or general administration including one (1) year in a supervisory or administrative capacity; or

3. A Baccalaureate degree from an accredited college or university in disciplines listed in “1” above; and

4. Three (3) years of full-time experience, as described in “2” above, including two (2) years of experience in an administrative or supervisory capacity in occupations, as listed in “2” above; or

5. A satisfactory equivalent combination of education, training and/or experience.


Note: Certification or licensure may be required.


Department Preferences

  • Valid Certified Application Counselor (CAC) certification
  • Registration, billing and collections, financial counseling, and/or customer service
  • Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute; EPIC; Cisco Finesse; Connection to Wi-Fi
  • At least eighteen (18) months of Satisfactory, Full time clerical experience

.

NYC Health and Hospitals offers a competitive benefits package that includes:

  • Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
  • Retirement Savings and Pension Plans
  • Loan Forgiveness Programs for eligible employees
  • Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
  • College tuition discounts and professional development opportunities
  • Multiple employee discounts programs