Position Summary Responsible for the managerial oversight of customer service and self-pay collection activities. This role also oversees the daily operations of the customer call center. This role also directs and manages the business relationship between NYP Global International Services, PO Business Office, clinical departments and external collection agencies related to Self-Pay collections.
Develops strategies and workflows to improve overall revenue performance and collections. Provides recommendations and presents action plans to resolve issues.
Utilizes data analytics to develop action plans aimed at maintaining or improving financial and/or operational performance, reduce errors and denials and ensure that the call center's use is maximized.
Ensures that patient complaints regarding WCM physicians or services rendered to NYP Global Services International patients by WCM providers are handled timely and professionally.
Manages International Insurance Non-Government accounts receivable activities for professional services provided to NYP Global International patients by WCM providers.
Establishes operational benchmarks, metrics and productivity standards to streamline workflows and and identify improvement opportunities.
Develops and implements guidelines and policies related to charity care usage of allowances. Provides guidance for escalated requests for charity care.
Manages relationships with external collection agencies.
Generates standard and ad-hoc reports for analysis
Establishes short and long range goals to optimize operations.
Assists in the development of goals and targets for direct support management staff.
Participates in the interview process to screen potential candidates and makes hiring decisions.
Responsible for training staff in departmental policies and procedures and systems.
Manages staff disciplinary issues. Escalates to the Human Resources Department as needed.
Creates, monitors and communicates team goals.
Monitors staff performance and takes corrective action when necessary.
Attends workshops, seminars and/or conferences to keep abreast of standards and best practices within the field. Disseminates information to colleagues and/or staff as appropriate.
Approximately 3-5 years of related supervisory experience within physician billing and accounts receivable management.
Prior experience with managing a call center is desired.
In-depth knowledge of an automated practice management system (EPIC preferred) is desired.
General knowledge of employment laws and practices.
Demonstrated knowledge of medical terminology.
Demonstrated knowledge of third party reimbursement.
Knowledge, Skills and Abilities
Demonstrated ability to function independently and exercise independent judgment.
Demonstrated strong communication and interpersonal skills; demonstrated ability to interact with multiple constituencies and exercise "people skills".
Demonstrated proficiency with MS Office Suite and database applications.
Demonstrated organizational skills and ability to pay close attention to detail.
Demonstrated critical thinking and analytical skills.
Demonstrated ability to remain focused despite frequent interruptions.
Ability to treat confidential information with utmost discretion.
Demonstrates ability to exercise standards of professionalism, including appearance, presentation and demeanor.
Demonstrated ability to work effectively in a collaborative manner with all departmental faculty and staff, as well as other institutional representatives.
Demonstrated ability to apply a wide variety of communication techniques to deliver constructive feedback to subordinates, peers and management.
Demonstrated ability to allow objective judgment and discretion as necessary.
Demonstrated ability to manage multiple projects and overlapping deadlines, for individual work and delegated teams.
Demonstrated ability to apply conflict resolution techniques to successfully overcome differing viewpoints.
Skilled in determining strengths and weaknesses in subordinate staff, and able to identify areas for growth. Demonstrated ability to coach, train and provide staff development.
Demonstrated leadership in developing and managing position requirements including the ability to supervise and motivate staff and develop performance measures to maximize productivity and work quality.
Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world. Our doctors and scientists-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization-are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U.S. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork-Presbyterian Hospital/Weill Cornell Medical Center, NewYork-Presbyterian/Lower Manhattan Hospital, and NewYork-Presbyterian/Queens. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients - the center of everything we do. Weill Cornell Medicine is an Equal Employment Opportunity/Minorities/Females/Vet/Disabled employer.