Manager, Rev Cycle Customer Service - Self Pay Digital Engagement

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
Responsible for overseeing the day to day operations of the Corporate Revenue Cycle Customer Service department. Manages and develops team members and coordinates activities of team members. He/she is responsible for assuring that team reaches or exceeds call center objectives and goals and provides quality Customer Service all within compliance standards. Will work with a diverse group of stakeholders - technical and non- technical personnel, management and department heads.Job Description
Main Responsibilities:
Manager, Revenue Cycle Customer Service - Self-Pay/Digital Engagementwill have oversight of 6+ employees who will service as Digital Engagement for Memorial Hermann My Chart communication channel. The leader will design, implement and oversee processes which will drive Digital Engagement with our customers. The Digital Engagement will include establishing Payment Plans, providing itemized statements, tax statements, facilitating resolution for patient questions or concerns, and ensuring requests are routed to the appropriate departments. This manager will be responsible for Self-Pay Collections and optimizing our patient billing process.
Minimum Qualifications:
Education: Bachelor's Degree preferred or 10 years of revenue cycle experience in a healthcare setting
Licenses/Certifications: Membership and/or participation with a Revenue Cycle Association (i.e., HFMA, AHIMA, NAHAM, etc.) preferred.
Experience / Knowledge / Skills:

• Bachelor's degree requires five (5) to seven (7) years of hospital/healthcare business office or financial management experience with a minimum of three (3) years of formal or informal leadership experience. No degree requires a minimum of ten (10) years of hospital/healthcare business office or financial management experience with a minimum of three (3) years of formal or informal leadership experience.
• Experience in one of the revenue cycle functions, including but not limited to: Patient Access Management, Denial Management, Insurance Collections, Patient Remittance Posting, Claim Submission, Contract Management, or Appeals.
• Experience and working knowledge of health system administrative and clinical applications.
• Experience leading teams and managing multiple entry-level and experienced employees.
• Principle Accountabilities:
• Prior experience in a high volume Customer Service oriented supervisory role preferred.
• Experience with Aspect or CISCO multi-phone system is a plus.
• Demonstrates knowledge based competencies of collections standards as well as regulatory guidelines and requirements as it relates to patient collections.
• Knowledge of payer contract agreements and all relevant state and federal laws regarding medical billing, including HIPAA privacy and security regulations.
• Understanding of process management, system implementations and system maintenance.
• Strong interpersonal, customer-oriented skills. Must have proven organizational skills with an ability to effectively prioritize present information publicly, and communicate in writing clearly, concisely, thoroughly, and accurately.
• Must have experience in working with computer software, and be able to demonstrate strong analytical and problem solving skills, decision making skills, stress management skills and time management skills.