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Form of workAt Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We're empowered to influence change for, and with, our patients, their families, the community and each other.
As one of the leading academic medical systems, we're eager to share what we learn with hospitals around the country, and the world. We've got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.
We're defining a new standard of care for humankind. Are YOU ready to join us?
DescriptionJOB DESCRIPTION:
- This position supports and coordinates clinic revenue cycle functions that include financial clearance, charge capture, billing, coding, follow-up, denial management, and customer service aligning them with best-in-class performance metrics in specific categories of revenue cycle (productivity, compliance, accuracy, effectiveness, and efficiency).
- Designs, operates, and maintains quality programs for Revenue Cycle support Call Centers.
- Develops quality and operational metrics for all Revenue cycle call center teams, and delivers daily, periodic, and on-demand reports to staff and leadership.
- Provides quality coaching to staff, coaching feedback to leadership, and acts as an independent moderator for difficult coaching scenarios, works with departments and analyst on solutions and follow-up.
- Identifies and communicates opportunities for improvement in quality processes to Revenue Cycle teams in accorrdance to established EHC policies and regulatory standards.
- Analyzes quality and operational metrics trends to identify quality and service delivery lapses, determines appropriate solution strategies, and implements corrective action.
- Sets direction for overall quality program and defines how individual and team quality performance is measured.
- Leads quality and service delivery review meetings for revenue cycle teams and supported areas.
- Communicates quality and operational metrics organizationally to operational departments. Designs and maintains Verint quality scorecards for Revenue Cycle Call Center teams.
- Monitors, reviews, and scores Revenue Cycle Call Center and Quality Standards.
- Evaluates Analytics data and provides ongoing direction to the applications technical support team on key monitoring criteria as new quality trends emerge and call evaluation needs change.
- Serves as Revenue Cycle Access coordinator for EHC systems.
- Assists the Revenue Cycle Training team in developing and managing content related to training on quality standards and metrics. Performs related duties as required.
MINIMUM QUALIFICATIONS:
- Bachelors preferred.
- Five years of call center, or similar environment.
- Education and experience may be considered in lieu of degree.
- Expert MS Office Suite skills and on multi-line phone and ACD system.
- Provide input into training content, processes improvements and new product solutions.
- Combination of education and experience considered in lieu of degree.
Salary: $26.25-$45.47 min-max/hour
The grade and salary of the position are based on specific criteria met within the qualifications of relevant experience, skills, performance and internal equity.
Employment Type: FULL_TIME
