Medical Customer Service Manager

3 days ago

Manahawkin NJ, United States Hackensack Meridian Health Full time
Job Summary

At Hackensack Meridian Health, we are seeking a highly skilled Medical Customer Service Manager to join our team. This is a critical role that requires a strong understanding of revenue cycle operations and a passion for delivering exceptional customer service.

Key Responsibilities
  • Oversee all managerial functions related to Patient Access Services, including Inpatient, Emergency Department, Outpatient Registration, Bed Planning, Concierge Program, and Insurance Verification and Point of Service Cash Collection.
  • Ensure workflows meet organizational and Revenue Cycle Operational needs and proactively secure reimbursement and ensure quality customer service.
  • Facilitate integrations with physician offices and other hospital departments to support performance improvement and ensure accurate and timely reimbursement.
  • Assist with training, coordination, and implementation of new and/or updated departmental processes to ensure positive patient outcomes and maximum reimbursement.
  • Responsible for facilitating integration with Physicians, Hospital Departments, and Physician offices as it relates to the overall success of the Verification and Point of Service (POS) Collection process.
  • Maintain and enhance the revenue generated for services provided, denial, and bad debt prevention through the use of EPIC productivity and quality tools.
  • Responsible for the day-to-day operation of the Inpatient Registration for the Johnson Rehabilitation facility and the Patient Financial Clearance for Shore Rehabilitation Institute.
  • Oversee the daily activities of registration, point of service collection, and insurance verification to ensure compliance with Department standards.
  • Complete performance appraisals for all direct reports with input from the Director.
  • Develop/review weekly staffing matrix and inform Director of projected staffing deficits/excesses and suggest alternate staffing strategies.
  • Review Time and Attendance System and input the staff schedules within the appropriate time frame and update team member time cards as needed.
  • Assist with daily reviews of all inpatients, outpatient, and ED registrations for quality assurance, quantity, and timeliness of work.
  • Manage team collaboration with customers using tools, trending, and results analysis for process improvement.
  • Seek ways to control costs without compromising patient safety, quality of care, and service.
  • Work closely and professionally with Nursing and Ancillary departments in an effort to maintain a team approach.
  • Review daily point of service cash collection for all applicable departments.
  • Manage access operations to maximize revenue cash flow, ensure that the cashiering process at the facility follows identified protocol posting cash payments, providing change for multiple departments, armored car transactions, and reconciliation at the end of the day.
  • Resolve patient and employee conflicts with professionalism - taking corrective action in those situations requiring immediate intervention.
  • Work flexible hours to oversee staff issues on the evening and weekends and is responsible for on-call coverage (alternating weekends with department Supervisors and Coordinator).
  • Train and educate new personnel for areas outside of Patient Access Services, as needed.
  • Assist Director with policy updates.
  • Stay current with all Access and Billing regulatory rules and processes.
  • Manage and/or assist in the recruitment, development, and supervision of all team members.
  • Track, analyze, and report on relevant data and metrics as needed and/or requested.
  • Develop, recommend, and/or implement actions or process improvements as appropriate.
  • Regularly monitor key financial indicators and performance metrics, modifying business activities where needed in response to changing financial situations.
  • Handle team member grievances and complaints.
  • Make decisions in a timely manner and uphold all administrative decisions with a positive demeanor.
  • Responsible for team building and team development.
  • Ensure that supervisors and the coordinator adhere to all Departmental and Hospital Wide Policies.
  • Ensure delivery of excellent customer service resulting in positive and improving patient satisfaction scores for the department and Medical Center.
  • Perform other duties and/or projects as assigned.

Requirements
  • Bachelor's Degree, or relevant and equivalent HMH experience.
  • Minimum 5 years prior experience in Revenue Cycle Operations.
  • Advanced knowledge of the health insurance industry, managed care issues, revenue cycle, and hospital IT systems.
  • Prior registration, insurance verification, and/or specifications experience.
  • Customer Service Oriented.
  • Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.
  • Advanced knowledge of various Revenue Cycle platforms, including those offered by EPIC.
  • Medical Terminology knowledge.
  • Prior registration/insurance verification/specifications experience.
  • Proficiency with Google and/or Microsoft applications.
  • Bilingual.

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