Supervisor, Customer Service – Escalations, Self Payremoterocketship • Southfield, Michigan, United States
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Supervisor, Customer Service – Escalations, Self Pay
remoterocketship
- Southfield, Michigan, United States
- Southfield, Michigan, United States
Über
Supervises and coordinates day-to-day customer service team responsible for ensuring customer satisfaction activities within the Hospital or Medical Group revenue operations of an assigned Patient Business Services (PBS) location. Motivates staff to achieve the highest levels to meet the organization goals for customer service and financial performance. Provides hands-on supervision of daily activities and workflows of customer service team that handles various self-pay and insurance billing and collection functions in order to achieve optimal area performance and colleague productivity goals as part of the revenue cycle process for a PBS location. Monitors customer complaints, issues, and interactions; reviews documentation in appropriate system(s). Responsible for oversight of customer service processes to appropriately minimize customer complaints and issues in order to ensure problem resolution and corrective action for long-term solutions. Prepares service level metrics and explanatory summaries for the Manager Customer Service, Director Cash Posting and Customer Service, and other PBS leadership. Evaluates potential new colleagues and make recommendations for hiring. Develops and conducts meaningful performance appraisals for customer service colleagues. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. Requirements:
Must possess a comprehensive knowledge of revenue cycle functions and systems, as normally obtained through an Associate's degree in Business or Healthcare administration or a related field, and minimum three (3) years of experience within the area of revenue management, specifically experience with Customer Service or other functions related to revenue cycle activities or an equivalent combination of education and experience. Experience in a complex multi-entity healthcare organization or large complex revenue cycle services preferred. Exhibits supervisory skills that emphasize team‑building and strong leadership with the ability to provide clear oversight and coordination to the department, while also functioning as an individual contributor. Supervisory or team leader experience preferred. Strong written and verbal communication skills. Ability to communicate effectively and work with all levels of colleagues to expedite revenue cycle processes while supporting customer service. Effective critical thinking and problem-solving skills. Ability to analyze data and prepare related reports and summaries. Strong organizational skills supervising direct reporting relationships. Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
Sprachkenntnisse
- English
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