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Central Billing Office - Customer Service Manager - **On Site Las Vegas, Nevada**

Las Vegas, Nevada
Job Type
1 Sep 2022

Position Summary:
We have an exciting opportunity to join our team as a Customer Service Manager for our Las Vegas NV site.

In this role, the successful candidate will oversee our customer service team in an effort to maximize patient satisfaction, and expedite issue resolution. The candidate will manage scripting and workflows for customer service calls, perform staff training, proactively identify opportunities for improving the patient experience, research/track patient issues, coordinate responses, and identify areas for improvement. The candidate will also perform quality control by monitoring customer service phone calls, track workqueues volume, measure key indicators, and meet with FGP customer service teams to perform training. The candidate will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy and professionalism. The candidate will also work closely with customer service team and Central Billing Office leadership to assist with daily operations.

Job Responsibilities:

    • Manage billing customer service team and processes
    • Other duties as assigned
    • Assist with the ongoing management of systems/processes to improve customer service
    • Provide, oversee, and/or coordinate the provision of training for new and existing staff on applicable operating policies, protocols, systems and procedures, standards, and techniques
    • Participate in corrective actions in response to variances, trends, grievances, and complaints
    • Ensure that the activities of the customer service teams are conducted in a manner that is consistent with overall central billing department protocol, and are in compliance with Federal, State, and payer regulations, guidelines, and requirements
    • Assist with the development of strategic plans and goals for continued improvement and service leverage acting as key leader to implement plans
    • Manage and review analyses, reporting, key performance indicators, and operational metrics
    • Build and maintain positive relationships with other teams within the central billing office
    • Manage and review daily CRM reports
    • Create action plans as needed
    • Develop, implement and ensure compliance with billing policies and procedures
    • Work with the credentialing and managed care teams to resolve billing issues
    • Monitor the teams metrics and improvements
    • Manage the call metrics and maintain call performance standards
    • Manage the operations of the staff which includes inbound and / or outbound customer service call workflows.

Minimum Qualifications:
To qualify you must have a Bachelor's Degree in accounting, finance, healthcare administration or related field required. Masters in Business Administration or Health Care Administration preferred.
Requires 3-5 years in a billing office or healthcare setting with prior experience of healthcare finance, medical reimbursement and managed care contracts. Three to five years managerial experience in a Professional Billing Office
Thorough knowledge of billing requirements/regulations of the major third party carriers

Preferred Qualifications:
Strong critical thinking and effective listening skill
Epic systems experience
Microsoft Office experience
Strong PC skills
Adaptable to change
Self-control and patience
Strong time management skills
Foreign language preferred
Knowledge of CPT and ICD10 preferred
Healthcare revenue cycle / professional billing a must
Professional demeanor and positive attitude a must
Willingness to work a flexible schedule a must
Team Oriented a must
Ability to operate under stressful conditions
Ability to learn and analyze
Demonstration of strong matrix management skills
Manage a team of 20+ customer service staff

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  • Job Reference: 701663646-2
  • Date Posted: 1 September 2022
  • Recruiter: NYU Langone Health
  • Location: Las Vegas, Nevada
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent