Manager – Self-Pay Resolution

November 19

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Stanford Health Care

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Healthcare Insurance • Pharmaceuticals • Biotechnology

Stanford Health Care is a leading healthcare provider affiliated with Stanford University, offering a wide range of medical services, including primary, specialty, and emergency care. Known for its cutting-edge research and innovation in medicine, the facility also partners with Stanford Medicine and Stanford School of Medicine to provide top-tier medical education and research opportunities. Patient care is enhanced through their MyHealth online and mobile platforms, allowing easy access to medical records, appointment scheduling, and bill payments. Stanford Health Care is dedicated to improving health outcomes through advanced technology, personalized care, and comprehensive health services.

10,000+ employees

Founded 1991

⚕️ Healthcare Insurance

💊 Pharmaceuticals

🧬 Biotechnology

📋 Description

• Manages both hospital and professional customer service departments and assists in integrating them into one • Manages the schedules, performance and work products/services of the Customer Resolution Specialists and Financial Assistance Specialist • Serves as a resource for both customers and revenue cycle personnel to expediently address and resolve billing and collections questions and/or concerns • Maintains a complete record of current policies and procedures followed by staff in the manager's areas of responsibility; responsible for having complete knowledge of the patient flow and steps taken by staff to complete these procedures • Assures that staff is adequately trained and meets competency requirements and levels • Develops goals and priorities, and assigns tasks and projects • Develops staff skills and training plans • Counsels, trains and coaches assigned staff • Implements corrective actions and conducts performance evaluations • Provides leadership, direction and guidance • Represents the department on various committees; conducts regular unit staff meetings • Responsible for designing, developing, and monitoring of performance improvement processes • Manages implementation of standards and systems to enhance quality, consistency, efficiency, and timeliness of responsibilities for the enterprise on a 24/7 basis • Monitors to ensure that integrity and accuracy of registration data is maintained by the staff supervised • Works collaboratively with other departments to ensure the processes and systems for registration are standardized and optimized for efficient and effective flow of patients within the department and the organization • Oversees payment plans and other credit procedures, bad debt write-offs, and processing of bankruptcies • Through leadership and by example, ensures that services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements • Manages multiple projects in a timely and efficient manner

🎯 Requirements

• Bachelor's Degree in a related business discipline from an accredited college or university • Five (5) years of related customer service management experience (i.e. Credit and Collections, etc.) including One (1) year of supervisory/management experience • Business/Health Administration background and experience • Familiarity, knowledge and understanding of hospital policies, practices and HIPAA regulations • Familiar with the complexities with the health care/hospital environment (front office, service areas and clinician operations) • Demonstrated business communication skills with patients, providers and other clinicians • Effective interpersonal skills and professional conduct • Demonstrated analytical, problem solving abilities, strong organization and decision-making abilities including conflict management skills • Maintain effective working relationships with all employees and upper management • Balance priorities and Lean principles • Project management skills (Utilize Lean/project management protocols for efficient workflows) • Demonstrated computer and software applications skills including Microsoft Office applications including Excel, Word, Project or other spreadsheet and/or word processing software.

🏖️ Benefits

• C-I-CARE standards and commitment to exceptional patient and family experience