Executive Director, Revenue Cycle Customer Service

Overview

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Responsibilities

The Executive Director of Customer Service is responsible for managing all aspects of Wellstar Health SystemCustomer Service Call Center, Bad Debt Management, Correspondece, Complaint Resolution, My Chart, PatientEstimates, and Consumerism. The Executive Director of Customer Service will lead the Customer Support TeamsOperations Support at Wellstar Health System into keeping up with our Core Value of "World Class CustomerService." Works closely with internal revenue cycle teams, third-party agencies, and revenue cycle customers todeliver excellent customer service.

The Exectuve Director of Customer Service will lead this dynamic, healthcare oriented customer call center with abias for results, drive for continuous improvement, and a willingness to collaborate with others. Key businessoutcomes that will be used to measure success include call center KPI's, self say collections growth, and vendorperformance/productivity. Also, managing the daily operations of the Customer Service department for hospital andphysician services across WellStar Health System. This position manages daily customer service, customer serviceissues, self-pay collections, county application processing, and charity/financial assistance. Other responsibilitiesinclude managing the relationship with WellStar Health System's self-pay vendors and development andmaintenance of the informatics security applications/ system for both hospital and physician services.

This is a management position that operates independently and requires specific expertise in customer service skills,development of policies and procedures, and daily and monthly invoicing reconciliation procedures. This positionrequires complex data analysis and is required to make independent decisions within the scope of responsibility.Major decisions are subject to the review and approval of the Asst.Vice President (AVP) of Revenue Cycle. Worksituations require strong analytical skills, fact-finding, problem solving, and leadership. Management skills arerequired in the daily operation of the assigned areas and in the supervision of subordinate staff. Internal contactsconsist of all levels of staff and management throughout WellStar Health System. External contacts consist ofpatients and their families, insurance companies, physicians and their staff, state and federal agencies, outsideaccounting firms, auditors, and vendors. Contacts are for the purpose of resolving problems and issues, anddiscussing sensitive and confidential information with all contact levels. This position reports directly to the VP ofCustomer Service.

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Qualifications

Required Minimum Education:BA in Business, Accounting, Finance or related field.Preferred Masters Degree in Health Care Administration, or Business Administration or equivalent.

Required Minimum Experience:- Seven (7) years hospital and physician accounts receivables experience preferred - Minimum 5 years of progressive leadership including director level responsibility in a complex healthcare organization, Call Center Support preferred. - Exceptional interpersonal skills for written, verbal, presentation, and computer communication required.

- Experience with leading integration or other large transformation projects is preferred.

Required Minimum Skills:Knowledge of state and federal regulations as they pertain to billing/collections processes and procedures.Knowledge of insurance claim processing and third party reimbursement.Knowledge and detailed understanding of all negotiated agreements.Knowledge of the principles of Information Systems in order to effectively analyze and make decisions.Skill in good oral, written, and interpersonal communication.Skill in problem solving in a variety of settings.Skill in technical or professional accounting.Skill in time management and project management.Ability to work efficiently under pressure.Ability to operate a computer and related applications. Advanced proficiency in Microsoft Excel.Ability to apply appropriate supervisory, management and leadership techniques in an operational setting.Ability to work independently and take initiative.Ability to demonstrate a commitment to continuous learning and to operationalize that learning.Ability to deal effectively with constant changes and be a change agent. Ability to deal effectively with difficult peopleand/or difficult situations.Ability to willingly accept responsibility and/or delegate responsibility.Ability to set priorities and use good judgment for self and staff.Ability to effectively manage complex vendor relationships.Ability to interpret and ensure compliance of complex vendor contractual agreements