The Manager of Patient Financial Services (PFS) Customer Service demonstrates strong team leadership, inter-departmental collaboration and outcomes management skills.
This role plays a key leadership role in providing excellent internal / external customer service while optimizing the customer service interactions and cash yields from patient financial obligations for Inova Health System's Revenue Cycle.
Has oversight for more than 25 fulltime team members, made up of supervisors and staff of the Patient Contact Center team.
Job Responsibilities
- Interfaces with Patient Financial Services (PFS) Training Analyst to ensure trends, root causes and opportunities for improvement are identified and executed internally and across interconnected departments in order to achieve benchmark goals.
- Provides timely feedback and analysis regarding process improvement opportunities to relevant departments.
- Effectively manages oversight and ownership over all assigned worklists to ensure completion per established work flow processes.
- Utilizes daily, weekly and monthly Epic and phone system reporting to review staff adherence to established productivity and quality metrics.
- Partners with the Senior Manager of PFS Customer to utilize Epic to review results against established Accounts Receivable and Recovery goals such as payment collections.
- Creates and executes plans to continually improve quality, operating efficiency and outcomes by using Lean methodology.
- Takes ownership for understanding and utilizing Epic reporting and functionality to achieve goals while escalating issues to Epic Information Technology as needed.
- Manages outcomes consistent with all state / federal regulatory requirements and applicable laws in accordance with the financial goals of the organization.
- Oversees assigned department or functional area to ensure it is performing effectively, which may include but is not limited to, preparing and implementing business strategy to achieve the organization’s goals, ensuring legal compliance, communicating and collaborating with stakeholders, managing employment decisions and contributions of supporting team members, and managing departmental budget and fiscal success.
- May perform additional duties as assigned.
Additional Requirements
Experience - Four years of relevant experience; 1 year of supervisory experience
Education - Bachelor's degree or four years of relevant experience in lieu of degree
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