Tpr Manager, Patient Billing Call Center

3 weeks ago

Tucson, United States Tenet Practice Resources Full time

**Position Summary**:
Sets, formalizes, and executes corporate strategy and performance metrics for Customer Service and Self Pay Accounts Receivable functions. Manages team accountability and vendor management for technical and professional patient service support providing patient liability information before, during and post service collections ensuring compliant, accurate, timely and optimized collections and system cash flow. Remains current and ensures Tenet’s compliance with industry standards associated with fair collection practices. Ensures performance and cost controls meets or exceeds corporate objectives for achieving best practice net revenue collections as well as cost containment.

**Essential Duties**:

- Directs department activities and ensures compliant services and operations including ensuring timely, accurate and patient friendly service including setting goals using industry benchmarks to drive best practice performance.
- Sets, monitors, measures, and continuously improves standards and targets for department, unit and staff level including daily, weekly, monthly dashboard transparency resulting in best practice performance and outcomes.
- Implements and sustains routine auditing processes and reports findings as appropriate. Identifies billing errors and follows-up with staff members/department leadership teams to ensure resolution reporting and documenting information to ensure ongoing improvement in service delivery.
- Develops, implements, and publishes department key performance indicators for Customer Service, and vendor performance on a monthly basis by market. Develops action plans for any missed key performance indicators.
- Accomplishes customer service human resource objectives by leading recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining supervisors, team leads and employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Achieves customer service by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
- Improves customer service and quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Works with leadership team to establish staff assessment, training and post training validation programs and ensures adherence requirements.
- Identifies opportunities for process improvement and automation by recognizing issues based on changes in patient inquiry trends. Provides timely feedback to peers in operational areas and leadership to improve Revenue cycle processes based on patient experiences. Participates in process improvement initiatives throughout the entire revenue cycle operation.
- Ensures staff members are properly handling all customer service/billing issues and questions, and works with priority patients, insurance companies and/or clinicians to ensure resolution.
- Ensures that self and department maintain in-depth knowledge of policies, procedures and laws relating to medical insurance/patient billing and collections.
- Ensures that self and department maintain in-depth knowledge of third-party payer rules and resolves payment discrepancies that are escalated from the staff.
- Monitors call center vendor performance and reports any deficiencies to Revenue Cycle leadership; holds vendors accountable to key performance indicators and works with vendors to improve on any missed key performance indicators.
- Performs other duties as assigned.

**Qualifications**:

- Bachelor’s Degree, preferably in business, health administration, accounting and/or HIS, required. Work experience could be considered in lieu of a degree.
- Minimum 5 years of leadership including experience hiring, training, evaluating, disciplining, developing and engaging staff members. Practical Patient Collection, Customer Service, Financial Counseling, vendor collection experience, practice management and/or hospital administration experience or equivalent skill to perform in the role.
- Experience tracking and analyzing call data and implementing process improvements required.
- Excellent communicator both oral and written skills including public presentations.
- Must be customer, provider, and employee focused with exceptional people and service skills.
- Experience with managing escalated customer complaints, and executive leve

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