Manager, Financial Counseling

One Oncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. Our team is bringing together leaders to the market place to help drive One Oncology’s mission and vision.
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* Job Description:

** This role works under the direct supervision of the VP, RCM and is responsible for managing the day-to-day operations and staff of the Patient Financial Counseling (PFC) Team. Duties include direct leadership of the Financial Counseling team; creating and implementing new work processes to include policies, procedures, performance metrics, and streamlined workflows; running daily and weekly reports, performing team audits and ongoing training of the team;

and, building rapport with the clinical and administrative operations across the practice.  Excellent verbal and written communication skills are required for reporting findings to executive leadership.
** Responsibilities:
*** Manages the team providing financial counseling services;
The Financial Counseling Team regularly communicates with patients, by phone or in person, regarding their financial obligation, establishing payment arrangements and sourcing available financial assistance
* Establishes and enforces performance metrics for department employees, including setting goals and goal achievement measurements.
* Effectively communicates and resolves patient billing issues and billing complaints
* Analyzes monthly benchmarks for staff and prepare reports for distribution and discussion.
* Provides feedback to leadership regarding possible areas of improvement or concern and meets regularly with clinical and practice leadership to determine areas of performance improvement.
* Maintain clinic assignments and ensure adequate coverage during employee absences and holidays.
* Review and update the team’s policy and procedure manual as needed.
* Monitors and reports volume of work as well as any outstanding issues to leadership.
* Assess workflow and develop strategy to complete all necessary work prioritizing tasks as necessary.
* Review & approve employee time for semi-monthly payroll; monitors overtime utilization.
* Lead and support the team with all financial counseling activities as needed.
* Oversee employee activity such as interviews, job performance, quarterly performance reviews and disciplinary actions with appropriate approvals as required.
* Manage employee relations issues appropriately as they arise and escalate to leadership as necessary.
* Prepare end of month report highlighting pertinent issues for leadership’s review.
* Daily review of scheduled patients to ensure that the PFCs have accurately noted the patients who need to stop for PFC discussion.
* Reviews and approves patient refund requests and sends to AP department for processing monthly.
* Perform monthly staff account audits to determine accuracy and error ratings.
* Ensure Best Practice Revenue Cycle Solutions are consistently maintained.
* Travel to clinics observing current processes and recommend improvements to optimize workflow.
* Additional responsibilities may be assigned to help drive our mission of improving the lives of everyone living with cancer.
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* Required Qualifications:

*** Bachelor’s degree or equivalent healthcare related experience required.
* Minimum of five years healthcare management experience; preferably with Oncology/Hematology knowledge.
* Frequent standing and walking
** Essential

Competencies:

*** Attendance is an essential job function.
* Knowledge of insurance coverage guidelines.
* Excellent written and verbal communication skills.
* Ability to apply good judgment.
* Ability to meet deadlines.
* Knowledge of clinic office procedures, medical practice and medical terminology.
* Ability to interpret, adapt and apply guidelines and policies and procedures.
* Ability to successfully organize, delegate, and supervise.
* Ability to recognize, evaluate and solve problems.
* Ability to successfully plan, implement and manage multiple projects simultaneously.
* Strong organizational skills and attention to detail.
* Strong knowledge of Windows-based software applications. (E.g.: Word, Excel, Outlook…)
* Excellent Customer Service skills.
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