Manager, Self- Service

As a community, the University of Rochester is defined by a deep commitment to Meliora
- Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):
Remote Work
- New York, Albany, New York, United States of America, 12224 Opening:
Worker Subtype:
Regular Time Type:
Full time Scheduled Weekly

Hours:

40 Department: 910401 Patient Self-Pay Services

Work Shift:

UR
- Day (United States of America) Range: UR URG 112 Compensation Range: $70,600.00 - $ The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

• Responsible for the administrative management of the customer service programs.
• Directs the supervision, guidance and coordination of the day-to-day activities of the team responsible for patient inquiries and self pay collections processes for both hospital and professional service area(s).
• Develops policies and procedures that ensure standardization and compliance and seeks to continually improve service to both the institution and the patient.
• Develops goals and objectives for staff and ensures ongoing accountability.
• Serves as a liaison between functional area/department and other departments to resolve complex problems or manage significant or sensitive service recovery situations.

• Coordinates activities with the area Supervisor, directs the day-to-day activities of functional areas within the patient services group.
• Monitors quality of work to ensure ongoing educational opportunities are available for staff, related to system, processes, outcomes, and customer service.
• Responsible for evaluation, wage and salary recommendations, and other personnel actions for assigned staff.
• Maintains responsibility for ensuring positive patient relationships with URMFG and SMH in matters relating to customer service, self pay billing, and collections processes.
• Acts as liaison between functional area/department and other Hospital and Faculty Practice departments to resolve complex problems or in significant or sensitive service recovery situations.
• Develops reports, analyses, and communication protocols to ensure results are thoroughly analyzed, communicated, and appropriate follow up is completed.
• Meets with Medical Center leadership on a routine basis, providing advice/consultative services in matters relating to patient services and overall patient satisfaction.
• Develops and executes strategic plans to facilitate program development and process improvement.
• Promulgates consistent operating policies and procedures for functional area.
• Serves as the project leader in the development and implementation of new programs and/or initiatives relating to functional areas.
• Evaluates new programs for feasibility and existing programs for continued viability.
• Establishes metrics to measure internal controls and quality assurance measures designed to ensure call center staff, self pay collectors, and the charity care officers provide the highest level of quality service to patients.
• Guides internal staff and Hospital/URMFG department management in the proper implementation of customer services and collections policies and procedures.
• Collaborates with departmental billing managers, Quality Officers for SMH, PAO, URMFG to proactively…