How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Job Summary:

The Assistant Vice President of Customer Service is responsible for managing all aspects of Wellstar Health System Customer Service Call Center and Revenue Cycle Centralized Operations Support Unit. The AVP of Customer Service will lead the Customer Support Teams and Revenue Cycle Centralized Operations Support at Wellstar Health System into keeping up with our Core Value of "World Class Customer Service." Works closely with internal revenue cycle teams, third-party agencies, and revenue cycle customers to deliver excellent customer service. The AVP of Customer Service will lead this dynamic, healthcare oriented customer call center with a bias for results, drive for continuous improvement, and a willingness to collaborate with others. Key business outcomes that will be used to measure success include call center KPI's, self say collections growth, and vendor performance/productivity. Also, managing the daily operations of the Customer Service department for hospital and physician services across WellStar Health System. This position manages daily customer service, customer service issues, self-pay collections, county application processing, and charity/financial assistance. Other responsibilities include managing the relationship with WellStar Health System's self-pay vendors and development and maintenance of the informatics security applications/ system for both hospital and physician services. This is a management position that operates independently and requires specific expertise in customer service skills, development of policies and procedures, and daily and monthly invoicing reconciliation procedures. This position requires complex data analysis and is required to make independent decisions within the scope of responsibility. Major decisions are subject to the review and approval of the Vice President (VP) of Revenue Cycle. Work situations require strong analytical skills, fact-finding, problem solving, and leadership. Management skills are required in the daily operation of the assigned areas and in the supervision of subordinate staff. Internal contacts consist of all levels of staff and management throughout WellStar Health System. External contacts consist of patients and their families, insurance companies, physicians and their staff, state and federal agencies, outside accounting firms, auditors, and vendors. Contacts are for the purpose of resolving problems and issues, and discussing sensitive and confidential information with all contact levels. This position reports directly to the VP of Customer Service.

Core Responsibilities and Essential Functions:

Daily Operations: * Manage the daily operations and programs of the Customer Service and Self Pay Departments within the Single Business Office, assuring policy and procedures are followed and the self-pay collection process is handled in a timely and professional manner. * Manage the daily operations of the county applications and claims processing to ensure payments for indigent care are made within the definitions of the corporate policy. * Manage the current quality standards in the appropriate and timely handling of financial assistance documents and correspondence, reviewing necessary documented information on the patient accounts. * Manage the self-pay vendors and ensure they are performing at optimal levels. * Monitor and manage the metrics on patient balance recovery and call volume, dropped call rates, and hold times. * Authorize requests for writing off bad debt accounts and cancellation of accounts from collection agencies. * Ensure assigned departments are adequately and properly staffed, reassessing workload assignments on a regular basis, maintaining productivity and billing statistics to justify department staffing levels. * Establish controls and review mechanisms for every procedure to ensure systems and procedures are being followed correctly. * Monitor the current standards of productivity and quality expectation for all staff. * Maintain a strong knowledge base of reimbursement procedures of third party and private insurance payers, state and federal regulations, and local regulations relating to insurance and private collections. * Facilitate regular staff meetings to communicate departmental and organizational issues, goals, achievements, and changes. * Select, evaluate, counsel, and discipline as required in a positive manner consistent with medical center policies. * Maintain a system to informally and formally recognize staff for accomplishments. * Demonstrate excellent customer service through oral and written communication in providing assistance/expertise to patients, families, and other external or internal contacts. * Meet the current standards of productivity and quality expectation as set forth by management. * Identify and bring to management attention opportunities for system or process improvements. * Proficiently use all systems and processes applicable to the job. * Develop and oversee cross-training schedules for the staff in all assigned functions. * Recommend and arrange appropriate internal and external training seminars for all direct-report staff. * Oversee the training and professional development of any assigned supervisor(s). * Ensure all staff have the proper and appropriate training to interact professionally and courteously with the patients, family members, physicians, and representatives of third-party payers. * With the approval of the Director, develop, document, and oversee the maintenance of department operational procedures, through an understanding and knowledge of administrative and department policy. Ensure the maintenance of department specific and hospital-wide policy and procedure manuals. * Implement and enforce cash and personal property controls in accordance with hospital and standard accounting guidelines and procedures. * Aid in the development of the departments annual operating budget, maintain responsibility for the department operating within the assigned budget. * Oversee and ensure the departments compliance with JCAHO and other regulatory agencies rules and regulations, reporting any violations and/or problems to the director. * Interface with patients and other operational departments to investigate and expedite patient or outside agency complaints, either written or oral, arising from the billing and collection process. * Ensure proper and timely resolution of terminal and other equipment problems. * Participate in the testing of assigned software upgrades and programs, and ensure the staff has the appropriate and applicable access to and training on software programs. * Participate in the selection and aid in managing the implementation of software and hardware applications. * Oversee and ensure the completion of all employee paperwork and files, including the accurate and timely completion of timecards, employee evaluations, leaves of absence, Workers Compensation reporting forms, and employee education files. * Assist in the development of criteria-based performance evaluations and staff job descriptions. * Approve and oversee the tracking of all employees sick and/or vacations requests in accordance with department policy and staffing requirements. * Serve as a role model and mentor to co-workers. * Perform other duties and responsibilities as assigned. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

Bachelor's Degree BA in Business, Accounting, Finance or related field. Master's Degree in Health Care Administration, or Business Administration or equivalent.

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 10 years hospital and physician accounts receivables experience Preferred and Minimum 7 years of progressive leadership including director level responsibility in a complex healthcare organization, Call Center Support Preferred and Exceptional interpersonal skills for written, verbal, presentation, and computer communication Required and Experience with leading integration or other large transformation projects Preferred

Required Minimum Skills:

Knowledge of state and federal regulations as they pertain to billing/collections processes and procedures. Knowledge of insurance claim processing and third party reimbursement. Knowledge and detailed understanding of all negotiated agreements. Knowledge of the principles of Information Systems in order to effectively analyze and make decisions. Skill in good oral, written, and interpersonal communication. Skill in problem solving in a variety of settings. Skill in technical or professional accounting. Skill in time management and project management. Ability to work efficiently under pressure. Ability to operate a computer and related applications. Advanced proficiency in Microsoft Excel. Ability to apply appropriate supervisory, management and leadership techniques in an operational setting. Ability to work independently and take initiative. Ability to demonstrate a commitment to continuous learning and to operationalize that learning. Ability to deal effectively with constant changes and be a change agent. Ability to deal effectively with difficult people and/or difficult situations. Ability to willingly accept responsibility and/or delegate responsibility. Ability to set priorities and use good judgment for self and staff. Ability to effectively manage complex vendor relationships. Ability to interpret and ensure compliance of complex vendor contractual agreements

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