The Patient Advocate Center Manager is responsible for managing and supervising the day-to-day activities of the Patient Advocate Center, ensuring patient inquiries and account actions are addressed in a timely and courteous manner and ensures best practices are exercised. This position provides strategic planning, oversight and development of center service strategies including maximization and use of contact center system technologies, processes and staff. Responsible for developing goals for improving customer service in all aspects of the patient billing process. Responsible for developing positive working relationships with providers, operations personnel and act as a liaison between providers and patients when dealing with billing and collection issues.
Reports to the Director of Business & Revenue Cycle Excellence
Hire, train, coach and lead call center team in supporting our customers.
Evaluate job performance in a timely manner and recommend merit increases, promotions and disciplinary actions.
Develop team, work with them on a career path to suit their skills, develop a plan with them to get them to where they want to go.
Monitors the service levels of the Patient Advocate Call Center Team (number of lost calls answered within 30sec, percent of calls abandoned, etc.) and makes staffing level adjustments as appropriate.
Ensure calls are handled efficiently, accurately, and in a timely manner
Assist staff in resolving complaints or escalated calls
Develop and maintain processes and procedures to ensure patient calls and encounters are handled in a timely and professional manner.
Evaluates call center team operations making recommendations regarding short and long-term plans to improve the team's day-to-day efficiencies and operations.
Create an environment that supports the call center team in delivering legendary customer service.
Identify business risks and opportunities for improvement and develop realistic solutions for consideration by the management team.
Oversee deployment of new contact center technologies and processes.
Provides tracking, analysis and reporting of contact center performance goals.
Ensure accurate and timely updating of patient accounts and records.
Work with collection agencies and other outside vendors to ensure timely and effective collection efforts.
Develop the management skills of unit supervisors through effective delegation and assignment of duties and projects.
Assist director in the overall operation of the department.
Ensure all Clinic and Department policies are enforced within the Unit.
Treat all co-workers and patients with compassion, empathy and respect.
Comply with the Springfield Clinic incident reporting policy and procedures.
Perform other job duties as assigned.
Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
High School graduate or GED required; college degree preferred.
Five (5) or more years of experience working in and leading a high volume in-bound and out-bound call center environment required.
Five (5) years of experience in a healthcare or healthcare-related office setting preferred but not required.
Three to five (3-5) years of healthcare revenue cycle experience preferred.
Experience with healthcare accounts receivable and denials; medical collections, billing and/or medical insurance preferred.
Or any combination of relevant education and experience to meet the above requirements.
Knowledge, Skills and Abilities
Energetic, positive and engaging.
Solid and excellent customer service skills.
Ability to communicate and relate to all audiences, internally & externally.
Strong leadership skills.
Excellent verbal and written communication skills.
Strong organization skills and attention to details.
Lead team meetings.
Answer team's questions and guide them through difficult calls or issues, diffuse angry customers and/or handle issues that cannot be fielded by call center team.
Conduct monthly 1:1s with call center supervisors to review team performance including quality evaluations, call metrics, individual team member performance along with opportunities for improvement.
Partner with and assist other management team members in identifying trends and establishing call center service levels and goals.
Prepare reports and analyze call center data to improve processes, forecast volumes, ensure resources are properly allocated and maximize efficiency and customer satisfaction. Develop and implement a workforce management plan to ensure all goals/objectives/service levels are achieved.
Research customer escalations, provide root cause analysis and respond to customer communications as appropriate.
Ability to handle multiple projects and tasks.
Ability to motivate staff and develop/maintain a positive work environment.
Ability to coach and counsel others, with a proven ability to develop and hire potential leaders and facilitate training needs.
Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management.
Able to work constructively under stress and pressure and perform tasks efficiently.
Ability to adapt to an ever-changing environment.
Ability to embrace workload flexibility to meet the fluctuating demands of the client.
Knowledge and understanding of company financial reports.
Knowledge of budgeting cost estimating, and fiscal management principles and procedures.
Knowledge of contract and agreements.
Knowledge of performance evaluation procedures.
Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness
Manual dexterity required for use of calculator and computer keyboard
Working under stress and use of telephone required
Some bending and stretching required
Requires sitting and standing for periods of time working in an office environment
Must attend meetings and make site visits at other Clinic locations on occasion