Provides daily leadership to all personnel within the department to ensure that all duties are performed accurately and efficiently. The Customer Service Manager monitors all functions of the Customer Service office and maintains equipment/software, i.e. table files, to ensure promptness and efficiency of all Customer Service duties. Supervises the Customer Service staff, Scanning staff and Customer Service and Financial Posting Supervisor on a daily basis. Recruits, selects, develops and motivates a competent staff to ensure the continuance of productivity and positive morale. Acts as liaison to Financial Services Staff at the hospital. Establishes and monitors staff training program. This position assists the department Director and the Vice President in establishing and meeting strategic goals and outcomes for the Consolidated Business Office (CBO). The CBO provides Patient Accounting functions for multiple facilities and entities, which requires a working knowledge of several service lines and payer requirements.
College graduate with degree in finance, accounting, or business/management preferred, High School with experience equivalent to degree and applicable to and necessary to fulfill duties of position may be considered. Good working knowledge of healthcare collections, Medicare/Medicaid collections guidelines and other Third Party Payor rules and regulations.
Three (3) to five (5) years experience in health care preferred. Experience in problem solving, analytical reviews, budgeting, and forecasting preferred. Knowledge of third party payors and hospital Customer Service software required. Must possess a knowledge of claims submission process for all major carriers and intermediaries, knowledge of third party reimbursement with working knowledge of Network/Managed Care issues, and an understanding of bankruptcy law, credit and collection act. Demonstrates the ability to handle varying tasks as well as understanding and interpreting procedures relative to the collection process. Expected to perform adequately within the position after working at least three to six months on the job.
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