Revenue Cycle Client Services Manager (Customer Service)

Full-Time Remote, In Office or Hybrid Opportunity

Overview

Reporting directly to the CEO of OS inc, the Revenue Cycle Client Services Manager (Customer Service) (CSM ) is responsible for ensuring that client contract deliverables and performance metrics are met. The CSM is responsible for leading, building and managing a team of Customer Service Representatives and Self-Pay Specialists. The incumbent will provide weekly and monthly reporting and analytical analysis in accordance with customer service department deliverables. The CSM will provide mentorship on living the core values of OS inc to team members as evidenced in their work, communication, and department performance.

The People

We have a group of people aspiring to be subject matter experts in all thing’s medical claims, who love technology, can critically think, who are fast moving and productive and who get geeked out on resolving claims. Our culture is a low ego atmosphere as no job is too small for us to handle. We are competitive in spirit and love to work hard and play hard.

Your Primary Responsibilities


Analysis and Reporting Responsibilities
  • Customer Service reporting and monitoring
    • Weekly Phone Reports – call volume by client (incoming/outgoing), average call time, abandoned call rate, and voicemails.
    • Weekly Self-Pay ATB progress report by client
    • Month End Reports – ATB Completion, Self-pay AR, and aging over 90 Days
    • Analyzes month end reports identifying opportunities for customer service work process improvements. 
  • Monitor call volumes, correspondence spikes, self-pay ATB numbers.

Department and Client Goals

  • Monitor the day-to-day customer service operations to ensure customer service workload is completed and client contract deliverables are being met.
  • Manages the monthly self-pay ATB completion ensuring that all project related work is completed in a timely manner or communicates any risk to the CEO and leadership team.
  • Monitors call volumes and assists with calls when influx identified and or needed.
  • Collaborate with compliance department to ensure OS and its team members are meeting standards and mitigating risk for both the company and its clients.

System Responsibilities

  • OS inc phone system knowledge and settings.
  • In coordination with OS inc’s managed IT services acts as the point of contact for OS inc phone system ensuring proper extension set up and call forwarding instruction and testing.
  • Soft phone set up and for customer service team and assignment of client groups.
  • Administrator for customer service client portal access.
  • Works with client IT departments for new user credentials and access.

Client Facing Responsibilities

  • Participates in customer service client meetings via phone or in person to ensure actions identified are completed or delegated to appropriate team member.
  • Effective communication of project status, roadblocks, and success reporting.
  • Creation of new client process for customer service deliverables: fax and mail cover sheets, correspondence documents, collection agency, payment system coordination and establish bad debt process.

Leadership, Training, & Supervision

  • Create an inspiring environment with an open communication culture.
  • Coach team members on new tasks, responsibilities, and skills.
  • Collaborate with compliance department to ensure OS and its team members are meeting standards and mitigating risk for both the company and its clients.
  • Creates an environment where team members accomplishments are recognized and celebrated.
  • Encourage creativity and risk-taking.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Inspire the trust and respect of the team and stimulate production within OS.
  • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

Performance Management

  • Create and monitor customer service team members mini workload calculator and scorecard.
  • Client specific and customer service role training.
  • Creates and delivers employee development plans for new hire new hire training, including weekly 1:1 meeting to review new hire performance progress.
  • Monthly team member meeting for performance feedback, scorecard review, questions, skill building, and quarterly  goal setting.
  • Monthly creation and assignment of customer service team workload calculator and self-pay ATB.
  • Performs and delivers team member audit of self-pay ATB and phone calls.
  • Monitors correspondence, attorney requests and client folders.
  • Handles escalated and supervisor calls and assists team members with patient disputes.
  • Provide clear performance expectations and regular feedback (positive/negative)
  • Recognize high performance and reward accomplishments.
  • Provide career path guidance, coaching and direction to ensure team members are successful in their role.

Core Values

  • Create an inspiring environment with an open communication culture.
  • Collaborate with compliance department to ensure OS and its team members are meeting standards and mitigating risk for both the company and its clients.
  • Listen to team member feedback and resolve and/or communicate issues or conflicts.
  • Inspire the trust and respect of the team and stimulate production within OS.
  • Exhibits and embodies the Core Values of OS inc. as evidenced by actions, attitude, initiative, and communication.
Professional Qualities
  • In-depth knowledge of the revenue cycle management industry standards and regulations.
  • Positive relationships with client contacts
  • Excellent organizational skills.
  • The CSM (Customer Service)  is a revenue cycle expert in the areas of self-pay and customer services best practices.
  • Must have experience and demonstrated proficiency using multiple billing and patient record systems.
  • Must be able to effectively communicate with a wide variety of contacts at all levels of the organization.

Education and/or Experience

  • 1 year customer service,  revenue cycle billing or claims experience in a healthcare or clearinghouse setting.
  • Customer service experience in healthcare or call center preferred.
  • Ability to handle multiple tasks simultaneously, meet time sensitive deadlines and organize workload with general supervision.
  • Must be detail oriented and thorough.
  • Expertise in Microsoft software products.
  • Must be able to communicate well with a wide variety of contacts at all levels of the organization.
  • Demonstrated ability to compose clear and accurate routine and non-routine correspondence.
  • High school diploma or equivalent, related college degree is preferred.

Certifications/Licenses/Memberships 

AAHAM CRCP Certification or HBI Patient Financial Services Specialist Certification required within 1 year of acceptance of position.

EOE
Job Type: Full-time, Remote, In Office or Hybrid

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