Revenue Cycle Manager (Self-Pay Collection)

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Standard Work Schedule: Monday-Friday
• Building: 400 Kelby Street, Fort Lee NJ 07024
• Salary Range: $90,000.00 - $110,000.00

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Position Summary

The Revenue Cycle Manager (Self-Pay Collection) is responsible for direct oversight of the centralized Self-Pay collections unit handling outbound telephone calls associated with professional medical claims.  The manager will ensure all outbound telephone calls are handled and resolved in a timely manner, all over-the-phone payments are posted and reconciled daily, and all patient complaints are addressed immediately. The Manager is responsible for unit performance, work quality, efficiency, and compliance with policies and regulations.

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Responsibilities

Operations

• Organizes and supervises staff to work in accordance with operating protocols to achieve maximum efficiency. Assists with the evaluation of ongoing operations and programs on a regular basis for efficient use of resources.
• Manages “special situation” and/or higher complexity calls escalated by Self-Pay Specialists for resolution. Identifies trends and conducts root cause analysis. Makes recommendations to close identified gaps in process, people, or technology.
• Responsible for weekly/ monthly/status reporting (development/preparation/maintenance of reports)
• Monitors inbound telephone queues resulting from successful automated calls.
• Performs quality review on staff by sampling accounts and listening to live calls.
• Directly manages call workflows (manual and via an automated auto-dialer) and backlog reduction.
• Develops procedures and work practices designed to maximize performance and overall collection activities.
• Meets regularly with CRO management team to review trends related to collections and/or billing issues.
• Assists management in developing, implementing, and revising departmental policies and procedures.
• Conducts routine scheduled meetings with unit supervisors to ensure consistency, ongoing education, and training.
• Ensures payments collected and posted by Specialists are reconciled daily.
• Manage a working relationship with collection agencies and external Legal offices and service providers, including litigation.
• Manage third-party Collection Agency performance and reporting
• Effectively manage all collection-related escalations and routinely drive account suspensions and suspension resolution
• Reviews and recommends accounts for legal action and initiates proper follow-up. Consults with appropriate personnel prior to legal action. Follows through as required.
• Reviews hardship applications received from patients to determine if a discount should be granted;

Strategic

• Works collaboratively with clinical departments to establish effective communications to further the efficiency of the revenue cycle process.
• Serves as an individual or team contributor towards achieving established organizational goals across all Revenue Cycle units. Develops new business cases for revenue optimization.
• Collects and evaluates both internal and external data to identify quality management problems and suggest sound solutions, consistent with Revenue Cycle’s operation standards.
• Reports the status of the Unit with respect to staffing, work tools, reports, potential problems, changes, and requirements to the Director.

People

• Direct oversight of assigned staff includes recruiting and human resource management.
• Evaluates staff performance and takes corrective action in accordance with departmental HR guidelines.
• Promotes staff professionalism and performance with coaching, training, and feedback.

Compliance & Other

• As a member of the management team, performs other tasks, assumes additional management or supervisory responsibilities within the Revenue Cycle Department as assigned.
• Represents the FPO on committees, task forces, and work groups as assigned.
• Conforms to all applicable HIPAA, Billing Compliance, and safety policies and guidelines.
• Performs other related duties and responsibilities as assigned/requested.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Please note: While this position is primarily remote, candidates must be in a Columbia University-approved telework state. There may be occasional requirements to visit the office for meetings or other business needs. Travel and accommodation costs associated with these visits will be the responsibility of the employee and will not be reimbursed by the company.

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Minimum Qualifications

• Requires a bachelor’s degree or equivalent in education and experience.
• Minimum of 4 years of related experience in a third-party payor environment.
• An equivalent combination of education and experience may be considered.
• Demonstrated intermediate skills in A/R management, Customer Service, problem assessment and resolution, and collaborative problem-solving in complex and interdisciplinary settings, including strong proficiency in healthcare and payer guidelines as they pertain to billing and reimbursement.
• Intermediate to advanced level proficiency in Microsoft Office (Word & Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Must successfully complete systems training requirements.

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Preferred Qualifications

• Knowledge of Epic and GE/IDX billing systems.
• Certified Coder is preferred.
• Ability to work collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrating tact and sensitivity in stressful situations.
• Ability to work independently, follow through, and handle multiple tasks simultaneously.
• Must be a motivated individual with a positive and exceptional work ethic.
• Excellent verbal and written communication skills.
• Prior experience with external collection agencies (e.g., oversight of financial reporting, managing vendor relationships, and statistical analysis in measuring performance).
• Managed care industry experience and at least 2 years of direct supervisory experience.
• Bilingual English/Spanish proficiency in a healthcare setting.
• Call center experience and knowledge of an automatic call distributor phone system.

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Other Requirements

 

Patient Facing Competencies

Minimum Proficiency Level

Accountability & Self-Management

Level 3 - Intermediate

Adaptability to Change & Learning Agility

Level 3 - Intermediate

Communication

Level 3 - Intermediate

Customer Service & Patient-Centered

Level 3 - Intermediate

Emotional Intelligence

Level 3 - Intermediate

Problem Solving & Decision Making

Level 3 - Intermediate

Productivity & Time Management

Level 3 - Intermediate

Teamwork & Collaboration

Level 3 - Intermediate

Quality, Patient & Workplace Safety

Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

Business Acumen & Vision Driver

Level 1 - Introductory

Performance Management

Level 2 - Basic

Innovation & Organizational Development

Level 1 - Introductory

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Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.