Manager, Revenue Cycle - Customer Service (Call Center)

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 CycleCustomer 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 CycleCustomer Service will have oversight of 30+ employees, and an average of 25,000 calls per month. The leader will work with teams to design and implement cross-functional service standards to enhance the Customer Service experience. They will partner with Digital Engagement Team, Contact Center, Consumer Experience Teams, Risk Management, and Hospital Departments to provide the exceptional consumer experience. Effectively manage complex issues/processes while applying good judgment and relationship management skills. The leader will communicate with Revenue Integrity, Coding, and Revenue Cycle teams to promptly resolve any billing issues.
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.