Manager, Patient Services

🕒 il y a 21 jours

🏈 Ohio – Distant

🏈 Ohio – Remote

💵 $68 315 - $126 383 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

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US Acute Care Solutions

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2015

💊 Pharmaceutique

📡 Télécommunications

💰 Private Equity Round en 2021-02

Healthcare • Pharmaceuticals • Telecommunications

US Acute Care Solutions est une société détenue par des médecins, spécialisée dans la gestion et la fourniture de services de soins aigus à travers les États-Unis. En se concentrant sur la médecine d'urgence, la médecine hospitalière et les soins critiques, USACS s'associe aux systèmes de santé pour améliorer les soins aux patients et optimiser le continuum des soins de santé. Chaque année, l'entreprise dessert plus de 10 millions de patients et gère plus de 500 programmes cliniques dans 30 États, animée par un engagement en faveur de l'innovation, de la qualité et de la collaboration dans la prestation des soins de santé.

Description

• Manage and optimize technology systems and vendor operations including telephony, workforce management and contact center platform. • Oversee hiring, training and evaluation of Patient Services staff, setting clear performance goals (KPIs) and participating in performance reviews. • Lead change management for technology rollouts (new features, upgrades, add-ons), coordinate testing, create training materials, and ensure smooth adoption. • Partner with IT and vendors to implement, configure, and maintain integrations between RCM applications and analytics/dashboards. • Develops Patient Services leaders through coaching and mentoring by fostering an environment of transparency and continuous growth. • Manage daily call center operations, including inbound/outbound calls, correspondence, patient billing & collections, and escalations. • Use reporting and analytics tools to monitor KPIs (service level, AHT, abandonment, first-call resolution, schedule adherence, patient satisfaction) and drive continuous improvement. • Partner with Quality Assurance team to monitor call quality and accuracy of information provided to patients to ensure compliance with company policies, SOPs, PCI standards, and industry regulations. • Create and present department performance metrics presentations to leadership. • Provide strategic direction, lead innovations and identify operational enhancements to deliver best in class service to callers and promote first call resolution.

🎯 Exigences

• 3–5+ years of leadership experience in a healthcare revenue cycle, medical billing, or patient collections call center environment • Bachelor’s degree in healthcare/business (or equivalent professional experience) required. • Proven experience implementing/managing contact center technologies: ACD/IVR, CTI, VoIP, CRM, workforce management, and reporting tools. • Experience with omnichannel support (voice, chat, email, SMS) and patient engagement platforms. • Knowledge of systems and technology including Patient Engagement platforms, Electronic Health Records, Practice Management software, AI driven Call routing and chat solutions, workforce management systems, analytics and reporting dashboards. • Knowledge of HIPAA, FDCPA, TCPA.

🏖️ Avantages

• Medical, dental, and vision insurance options • Health savings accounts (HSA) and flexible spending accounts (FSA) • 401(k) employee and employer contributions • Paid time off, including vacation, sick leave, and company holidays • Paid parental leave & family support benefits • Short-term and long-term disability insurance • Life and accidental death & dismemberment (AD&D) insurance • Employee assistance programs & wellness resources • Additional compensation may include bonus eligibility, equity, or other incentive programs