Extended Business Office Patient Access Billing Manager

Job Summary

The EBO and PAS Program Manager oversees Extended Business Office and Patient Access (scheduling, registration and other) daily operations.  Revenue Enterprises is a healthcare patient accounts receivable and patient access support services organization, providing outsourcing solutions for patient billing, patient balance collections, appointment scheduling and other contact center services for hospitals and other healthcare providers across the U.S. 

Primary areas of accountability include:

·       Leadership, management and accountability of direct and indirect reports

·       Delivery of client programs per standard operating procedures

·       Client satisfaction and day-to-day relationship management including coordination with client experience management team

·       Consistent & accurate internal and external reporting of operational performance

·       Account inventory oversight and management to optimize program collections and minimize inventory aging

Revenue Enterprises functions under core values of:

·       Be Your Word

·       Be In Communication

·       Resolve It Now

·       Inspire Enthusiasm

·       Be Grateful

·       Care

We are looking for an individual who has an elevated drive to succeed with a slight competitive edge, who also is transparent and functions with a high level of integrity.  Successful Managers within the organization are professional, communicative, go-getters who also are not afraid to make decisions and act.  They thrive in an environment of accountability and take pride in GSD (getting stuff done)!  This is a high-energy, intellectual and analytic position that requires good people skills and creative thinking and problem-solving abilities is a plus.  Prior experience with patient billing and collections and/or patient access in a healthcare environment is not mandatory but would likely reduce the learning curve to full success in the role.

The Manager reports to the Director of Operations and is responsible for ensuring employees meet or exceed established metrics and receive feedback and appropriate one on one time with their Supervisor/Manager to motivate and coach for greater performance, as well as implement disciplinary action when necessary. The Manager monitors call metrics and works to ensure adequate staffing is available to answer incoming calls in a timely fashion. The Manager enacts and manages workflow policies to ensure that accounts are worked timely and appropriately. The Manager works directly with their EBO Clients to ensure the team’s work efforts provide valuable support to their business office functions and we are adhering to their patient service, financial and billing policies with our efforts. 

The EBO and PAS Program Manager works cooperatively with Leadership and the Client Experience teams to ensure that accounts are worked in such a way as to maximize account recovery efforts and that we are providing our EBO clients with valuable feedback on the status of their accounts. The EBO Manager reviews system reports and performs call audits for quality and compliance review. The EBO Manager handles escalated consumer calls to answer questions and assists with account resolution. The Manager communicates with both internal and external clients and consumers and must conduct him/herself in a manner that demonstrates leadership and motivates staff through high quality work efforts and integrity.

Summary of essential job functions:
1. Oversight and management of EBO and PAS daily operations for assigned client programs.
2. Oversight and management of program staffing; account workflow; productivity; call center service metrics; and work quality for EBO programs.
3. Provides and/or coordinates direct training for EBO Customer Service Representatives in scripting; self-pay collection techniques; Insurance Billing and Follow Up; system update expectations.
4. Coordinates and schedules training with Client Account Management and Client(s) on Client Specific processes and systems.
5. Provides training for employees on expected work efforts and follow-up processes.
6. Monitors recovery efforts and works with Management to ensure work queue structures are in place to maximize recovery for each client program.
7. Regularly audits work efforts to ensure quality and compliance.
8. Reports all QA results back to representatives to help improve performance.
9. Tracks daily; monthly; and yearly trend average Key Performance Indicators for Call Service, attendance and collections. Sends daily dashboard report to Management and Client as requested.
10. Works cooperatively with other REL departments to ensure inventory is worked in a timely and appropriate manner for each client program.
11. Supports REL’s adherence to and ensures staff is trained appropriately on all applicable Federal and State Regulations that govern the work we do to protect consumer confidentiality and in communicating with clients and others regarding their work, including but not limited to the following:
• HIPAA
• FDCPA
• CFPB
• UDAAP
• 501(R)
12. Responds promptly to all Client inquiries and loops in Management and other departments as needed to ensure quick and thorough response to all Client needs.
13. Handles escalated consumer calls for representatives to answer and resolve patient/guarantor questions or disputes on behalf of our healthcare providers while protecting the brand of our clients in the community.
14. Meets regularly with employees to ensure good dialogue is in place on performance, career goals and training needs. Enacts disciplinary measures as needed to improve performance issues.
15. Must be available to work onsite based on the needs of the company around training, coaching, meetings, or other purposes on occasion.
16. Participates in Client Meetings as necessary to report on EBO efforts and ensure Revenue Enterprises EBO Division efforts are meeting the needs of our clients.