Manager, Customer Service & AR Support

Company Overview

National Partners in Healthcare (NPH) is a progressive healthcare company specializing in anesthesiology. We partner with physicians and health systems to deliver high quality care, aligning synergies and best practices to achieve superior outcomes. As a leader in the industry, we believe in developing a foundation of trust, transparency, and excellence in everything we do. The success of our company has created excellent career advancement opportunities that support a healthy work/life balance.

Position Summary:

Responsible for the overall management of the Customer Service Department, which includes developing and improving operational goals of department, staffing, training, quality assurance, and development of Customer Service Representatives, Account Receivable Support and RCM Mail Clerk Support.  Customer Service Manager ensures that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. This includes but is not limited to; training and mentoring of team, reviewing adjustments and account write-offs for individual team members, delegating work assignments and resolving personnel issues and disciplinary actions in conjunction with the Back-End Revenue Cycle Management Director and Human Resources.   

Essential Duties and Responsibilities: 

• Hiring, training, and preparing Customer Service agents to respond to customer questions and complaints from inbound calls and to troubleshoot problems 
• Hiring, training and preparing AR Support staff to perform duties including handling inbound mail, scanning correspondence, distributing faxes, handling attorney requests, medical records requests, bankruptcy notices and bad addresses. 
• Ensuring all direct employees understand and comply with all call center objectives, performance standards, and policies. 
• Answering agent questions regarding best practices or managing difficult calls. 
• Identifying operational issues and reporting to support departments and/or suggesting possible improvements. 
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. 
• Preparing reports from the phone system analytics and analyzing data to assist management as they determine call center goals  
• Working with other supervisors and management team members to support agents and maximize customer satisfaction. 
• Responsible for monitoring & analyzing self-pay and prepay AR. Identifies negative trends and works with management toward effective resolution. Reviews all prepay accounts and tracks them for additional procedures performed or time that runs over so patients can be billed additional fees as applicable.  
• Oversees reconciliation of the prepay cases to ensure charges and prepays are posted to the same patient account. 
• Manages Good Faith Estimates process as defined by the No Surprises Act and tracks all GFE’s supplied to surgeons or patients. 
• Facilitates daily workflow assignments to ensure all areas are covered. Strategically assigns staff based on skills and aptitude.  
• Calculates self-pay quotes for different divisions of NPH and trains 2 agents to do the same, collects/ faxes records for high-risk medical reviews as needed 
• Manages and assigns accounts with bad addresses returned by the statement service (DME) as well as unknown addresses set up from original facesheets for research and updates. 
• Manages single case agreement process and follows up on any outstanding payments. 
• Handles inquiries and correspondence from Collection Agencies regarding payments received and open balances on bad debt accounts. 
• Communicates any return accounts to the collection agency as needed. 
• Oversees and assigns accounts in the Self pay queue for outbound calls or texts to patients to collect insurance information or payment to include setting up payment plans. 
• Manages the process of uploading medical records to the UHC portal to keep requests current. 
• Retrieves and assigns any afterhours voicemails for call back. 
• Direct management of bankruptcy notices. 
• Reports any HIPAA violations or concerns identified to Compliance department. 
• Manages attorney requests for medical records and/or billing records to include collection billing record fees and sending records securely. 
• Effectively monitor how accounts are worked and how the call center agents communicate (both written and oral) with patients, payors, surgical offices, external collection agencies and our physicians. 
• Research and answer questions and concerns of office support team members  
• Communicate management goals and objectives to team 
• Enforces rules and guidelines of AR Dept as it may apply to Customer Service staff. 
•  Enforces NPH policies & procedures. 
• Resolve personnel issues and disciplinary actions in conjunction with the Sr. Director RCM Back End and Human Resources department.   
• Conduct staff evaluations annually; report on goals achieved and bonus payouts for staff quarterly. 
• Manages timekeeping, approve PTO and ensure proper coverage while employees are out of the office to include cross training on all positions/tasks. 
• Identify training needs of staff and coordinate learning sessions on these matters as needed. 
• Perform quarterly review and audit quality & productivity of all direct staff.  
• Compiles monthly call center report tracking call volumes, abandonment rate cash payments collected and other metrics; creates & works spreadsheets to reflect individual agent contributions to these numbers. 
• Act as an effective liaison with other depts. within the CBO as well as administration 
• Performs regular follow up with call center representatives and documents activity. 
• Monitors patient call volumes and ensures calls are handled appropriately and timely. 
• Handles escalated patient phone calls. 
• Always Maintains professionalism & strictest confidentiality  
• Assist with special projects and performs other duties as assigned 
• Mentor employees, conduct performance evaluations, counsel and provide disciplinary actions to assigned personnel, and works to facilitate individual and team development that drives positive results 
• Maintains strictest confidentiality 
• Adhere to all company policies and procedures. 
• Adherence to and compliance with information systems security is everyone’s responsibility. It is the responsibility of every computer user to: Know and follow Information Systems security policies and procedures. Attend Information Systems security training, when offered. Report information systems security problems.