The Customer Service and Patient Collections Manager oversight of the employees within the collections services which includes the customer service representatives and patient collectors. This person is also responsible for ensuring efficient work procedures, making recommendations for on-going process improvement, and coordinating programs to meet collections goals to ensure exceptional customer service to our patients. Provide escalation process for patients who are unsatisfied or have additional questions. Ensure the collection agency is collecting on outstanding calls, ensure bankruptcy notices are processed immediately and respond to web billing responses from patients.
Oversee the staffing, training, support, performance and monitoring of the collections department
Performs Q&A for team members
Responds to escalated patient complaints and customer complaints
Submits Q&As to customers
Oversees and ensures compliance with all WCF billing/collections/refunds policy and procedures
Develops and maintains effective communications between all levels of personnel
Problem solving – Provides feedback and input to assist in resolving any billing problems
Contributes to putting plans in place to avoid recurrence and ensure improvements where necessary
Customer Service – Maximizes patient experience by assisting the patient with understanding their financial obligations. Reviews and handles patient billing complaints AR Improvement
Perform other duties and functions as directed and/or requested
High school diploma or equivalent
3 years billing experience in medical office environment
Ability to multi-task in a stressful, deadline-oriented environment
Comprehensive governmental regulations and compliance requirements
Ability to create efficient workflow and processes
Knowledge of medical billing and office automation software
Excellent Microsoft Office skills, specifically Excel
Excellent verbal and written communication skills
Ability to use a computer and enter data in electronic medical record system
Associates degree or higher, from a two year college
Three years of medical billing and collections experience in a multi-physician practice, including third party and self pay billings
Accounts Receivable experience helpful
Experience in E-Clinical Works
Women’s Care, founded in 1998, is a leading women’s healthcare group in the United States, dedicated to providing the highest quality of care for women through their reproductive years and beyond. With 110 locations and over 400 OB/GYNs and specialists across the country, Women’s Care provides comprehensive patient care in obstetrics, gynecology, gynecologic oncology, urogynecology, gynecologic pathology, breast surgery, genetic counseling, maternal fetal medicine, laboratory services, and fertility.
Women’s Care has grown tremendously through the years and expects to accelerate its growth with plans to expand rapidly into new markets across the U.S. With the commitment of our employees, we remain true to our mission of ‘Improving the Health of Women Every Day.’ At Women’s Care, we CARE about our patients, and we stand by our values.
Compassion & Empathy: Treating patients like valued friends and family
Accountability: Taking responsibility for our actions and behaviors
Respect: Acting respectfully in every interaction
Excellence & Quality: Providing the safest, highest quality of care
We are looking to grow our team with equally value-driven professionals who are passionate about using their skills to further our mission. We value our employees just as we value our patients, and we prioritize advantages like work-life balance, employee engagement, and other incentives to help you be your best. Now is a great time to join our team!