The position is responsible for the daily operations of the Pre-Service functions of the Patient Engagement Center – related to telephone call triaging, appointment scheduling, eligibility verification, pre-registration, authorization and financial clearance needs for Practice and Hospital Services. Assuring staff are executing actions necessary to timely scheduling and authorization/financial clearing meet our patients and provider expectations. Significant attention to daily metrics related to call center management; ensuring necessary staffing and process modifications are made to ensure key performance indicators for pre-service revenue cycle best practice are met. Management of a high-functioning team, promoting a strong team and patient centered approach for recruitment and retention.

Experience & Education:

• Bachelor's Degree
• CHAM (or acquired within first 2 years)
• 5 - 7 years supervisor experience Hospital, Practice or Patient Billing specific to appointment and service scheduling
• Revenue Cycle Operation experience including healthcare call center experience with demonstrated patient-centered approach to best practice appointment scheduling process.

Skills, Knowledge & Abilities:

• Demonstrated success in the development of a patient-centered environment; promoting and instilling all actions are to promote the optimal patient experience.
• Revenue Cycle Management to include direct experience with denial prevention including but not limited to third party payer contractual agreements and Practice and Hospital Billing Regulations; review billing edits for long term approach for resolution at time of scheduling
• Demonstrate critical thinking and ability for successful service recover
• Excellent attention to detail and ensuring all procedures are followed for best practice pre-service (revenue cycle) processes; with strong analytical skill to identify process fail points and improvement measurement implementation.
• Ability to think on your feet with solution to immediate patient complaints; focus of service recovery
• Ability to lead, motivate and inspire team to achieve excellence in best practice revenue cycle principles
• Understand system integration and optimizing system functionality for efficiency in workflow
• Ability to create daily, weekly, monthly dashboards for ease of identifying revenue cycle vulnerabilities; create cash targets for point of service collection
• Multi-tasking in a high stress environment with ability to meet mission critical expectations

Job Type: Full-time

Pay: $60,308.00 - $96,492.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Gym membership
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Ability to commute/relocate:

• Menands, NY 12204: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Preferred)

Work Location: In person

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