Manager, Customer Service

Employment Type:Full timeShift:Day ShiftDescription:POSITION PURPOSEManages and oversees a team responsible for customer service and satisfaction within the Hospital or Medical Group revenue operations of an assigned Patient Business Services (PBS) location. Motivates staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service, operational and financial performance in order to achieve a world class revenue cycle team. Attends managerial meetings and supports the core values of Trinity Health, which is an integral part of this position. This positon reports directly to the Director Cash Application and Customer Service.ESSENTIAL FUNCTIONSKnows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.Manages and oversees the day-to-day activities and responsibilities of the customer service team handling various self-pay and insurance billing and collection functions to achieve optimal area performance and colleague productivity goals as part of the revenue cycle process for an assigned PBS location.Responsible for the supervision of Customer Service Supervisor(s) and subordinate colleagues, and with the assistance of the Supervisor, ensures all customer service activities are completed in a timely, accurate and compliant manner.Develops proposals for the Director Cash Application and Customer Service regarding long and short-term goals, objectives and strategies for the customer service operations. Monitors operations to ensure goals are achieved.Assists the Director Cash Application and Customer Service in the development of broader goals and objectives based on assigned PBS needs and ensures continuous improvement in quality, operational cost effectiveness, customer satisfaction and resource utilization.Reviews customer service trends, makes recommendations for resolution of issues and findings from Customer Service Supervisor(s); report findings to the Director Cash Application and Customer Service and other PBS leadership.Participates with peers and the Director Cash Application and Customer Service in the redesign of customer service management processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes.Monitors customer service team productivity and performance to identify areas of inconsistency and to optimize utilization of colleague resources.Manages assigned staff to ensure steady workflow balance and high-quality outcomes anticipating and planning for staffing fluctuations:Interviews, selects and is accountable for the on-going development and evaluation of colleagues within the area of responsibility;

Develops colleagues work schedules to ensure cost effective staffing that meets customer requirements and financial performance;

Establishes, implements and evaluates on-going performance improvement programs, utilizing an interdisciplinary approach;

Responsible for the financial and personnel management of assigned areas, and

Effectively directs and facilitates a multidisciplinary team to achieve its desired outcomes.

Creates and monitors a culture supportive of personnel by fostering individual motivation, teamwork and high levels of performance and accountability utilizing a participative management style to ensure staff retention. Identifies action plans to improve the quality of services in a cost-efficient manner and facilitates plan implementation.Maintains professional development and growth through journals, professional local, regional and national affiliations, continuing education programs, seminars, and workshops to keep abreast of trends in revenue cycle operations and healthcare in general:Develops and implements an annual plan of personal and professional development.

Serves in a leadership role and promotes positive Human Resource Management skills by fostering teamwork between business and clinical stakeholders and by recruiting, retaining, training, mentoring, developing and managing staff to achieve strategic objectives.Other duties as needed and assigned by the Director.Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.MINIMUM QUALIFICATIONSMust possess a comprehensive knowledge of revenue cycle functions and systems, as normally obtained through a Bachelor’s degree in Business or Healthcare Administration or a related field, and minimum five (5) years of experience within the area of revenue management, specifically experience managing the functional area of customer service or other management 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 superior management skills that emphasize team‑building and strong leadership with the ability to provide clear direction to the department.Demonstrated ability to interpret 3rd party payer contract requirements and recommend, design and implement procedures for compliance with regulations and standards.Supervisory experience.Must have strong written and verbal communication skills. Ability to communicate and work with patients/guarantors, physicians, physician office personnel, colleagues, 3rd party payer review personnel, and others to expedite revenue cycle processes to avoid negative financial and/or customer service impact on the facility. Serves as a change agent, coach, mentor, team builder and facilitator.Must demonstrate strong organizational skills leading a combination of direct and dotted‑line reporting relationships.Effective critical thinking, problem solving and decision-making skills. Strong quantitative and analytical abilities to process and display data.Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and ExcelMust 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.PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONSThis position operates in a typical office environment. The area is well lit, temperature controlled and free from hazards.Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.Manual dexterity is needed to operate a keyboard. Hearing is needed for extensive telephone and in person communication.The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptionsMust be able to set and organize own work priorities and adapt to them as they change frequently. 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.Must possess the ability to comply with Trinity Health policies and procedures.Trinity Health's Commitment to Diversity and InclusionTrinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.Trinity Health is one of the largest multi-institutional Catholic health care delivery systems in the nation, serving diverse communities that include more than 30 million people across 22 states. Trinity Health includes 94 hospitals, as well as 109 continuing care locations that include PACE programs, senior living facilities, and home care and hospice services. Its continuing care programs provide nearly 2.5 million visits annually.Based in Livonia, Mich., and with annual operating revenues of $17.6 billion and assets of $24.7 billion, the organization returns $1.1 billion to its communities annually in the form of charity care and other community benefit programs. Trinity Health employs about 133,000 colleagues, including 7,800 employed physicians and clinicians.Committed to those who are poor and underserved in its communities, Trinity Health is known for its focus on the country's aging population. As a single, unified ministry, the organization is the innovator of Senior Emergency Departments, the largest not-for-profit provider of home health care services — ranked by number of visits — in the nation, as well as the nation’s leading provider of PACE (Program of All Inclusive Care for the Elderly) based on the number of available programs. For more information, visit www.trinity-health.org (http://www.trinity-health.org/) . You can also follow @TrinityHealthMI on Twitter.