Revenue Cycle Manager (Self-Pay Collection)

Revenue Cycle Manager (Self-Pay Collection)

The Revenue Cycle Manager (Self-Pay Collection) is responsible for direct oversight of the centralized Self-Pay collections unit handling outbound telephone calls associated with professional medical claims. The manager will ensure all outbound telephone calls are handled and resolved in a timely manner, all over-the-phone payments are posted and reconciled daily, and all patient complaints are addressed immediately. The Manager is responsible for unit performance, work quality, efficiency, and compliance with policies and regulations.

Responsibilities include:

• Organizing and supervising staff to work in accordance with operating protocols to achieve maximum efficiency.
• Managing "special situation" and/or higher complexity calls escalated by Self-Pay Specialists for resolution.
• Responsible for weekly/monthly/status reporting.
• Monitoring inbound telephone queues resulting from successful automated calls.
• Performing quality review on staff by sampling accounts and listening to live calls.
• Directly managing call workflows (manual and via an automated auto-dialer) and backlog reduction.
• Developing procedures and work practices designed to maximize performance and overall collection activities.
• Meeting regularly with CRO management team to review trends related to collections and/or billing issues.
• Assisting management in developing, implementing, and revising departmental policies and procedures.
• Conducting routine scheduled meetings with unit supervisors to ensure consistency, ongoing education, and training.
• Ensuring payments collected and posted by Specialists are reconciled daily.
• Managing a working relationship with collection agencies and external Legal offices and service providers, including litigation.
• Managing third-party Collection Agency performance and reporting.
• Effectively managing all collection-related escalations and routinely driving account suspensions and suspension resolution.
• Reviewing and recommending accounts for legal action and initiating proper follow-up.
• Reviewing hardship applications received from patients to determine if a discount should be granted.

Additional responsibilities include:

• Collaborating with clinical departments to establish effective communications to further the efficiency of the revenue cycle process.
• Serving as an individual or team contributor towards achieving established organizational goals across all Revenue Cycle units.
• Collecting and evaluating both internal and external data to identify quality management problems and suggest sound solutions.
• Reporting the status of the Unit with respect to staffing, work tools, reports, potential problems, changes, and requirements to the Director.
• Direct oversight of assigned staff includes recruiting and human resource management.
• Evaluating staff performance and taking corrective action in accordance with departmental HR guidelines.
• Promoting staff professionalism and performance with coaching, training, and feedback.
• As a member of the management team, performing other tasks, assuming additional management or supervisory responsibilities within the Revenue Cycle Department as assigned.
• Representing the FPO on committees, task forces, and work groups as assigned.
• Conforming to all applicable HIPAA, Billing Compliance, and safety policies and guidelines.
• Performing other related duties and responsibilities as assigned/requested.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

While this position is primarily remote, candidates must be in a Columbia University-approved telework state. There may be occasional requirements to visit the office for meetings or other business needs. Travel and accommodation costs associated with these visits will be the responsibility of the employee and will not be reimbursed by the company.

Minimum Qualifications:

• Requires a bachelor's degree or equivalent in education and experience.
• Minimum of 4 years of related experience in a third-party payor environment.
• Demonstrated intermediate skills in A/R management, Customer Service, problem assessment and resolution, and collaborative problem-solving in complex and interdisciplinary settings, including strong proficiency in healthcare and payer guidelines as they pertain to billing and reimbursement.
• Intermediate to advanced level proficiency in Microsoft Office (Word & Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Must successfully complete systems training requirements.

Preferred Qualifications:

• Knowledge of Epic and GE/IDX billing systems.
• Certified Coder is preferred.
• Ability to work collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrating tact and sensitivity in stressful situations.
• Ability to work independently, follow through, and handle multiple tasks simultaneously.
• Must be a motivated individual with a positive and exceptional work ethic.
• Excellent verbal and written communication skills.
• Prior experience with external collection agencies (e.g., oversight of financial reporting, managing vendor relationships, and statistical analysis in measuring performance).
• Managed care industry experience and at least 2 years of direct supervisory experience.
• Bilingual English/Spanish proficiency in a healthcare setting.
• Call center experience and knowledge of an automatic call distributor phone system.

Other Requirements:

Patient Facing Competencies:

Minimum Proficiency Level:

Accountability & Self-Management: Level 3 - Intermediate

Adaptability to Change & Learning Agility: Level 3 - Intermediate

Communication: Level 3 - Intermediate

Customer Service & Patient-Centered: Level 3 - Intermediate

Emotional Intelligence: Level 3 - Intermediate

Problem Solving & Decision Making: Level 3 - Intermediate

Productivity & Time Management: Level 3 - Intermediate

Teamwork & Collaboration: Level 3 - Intermediate

Quality, Patient & Workplace Safety: Level 3 - Intermediate

Leadership Competencies:

Minimum Proficiency Level:

Business Acumen & Vision Driver: Level 1 - Introductory

Performance Management: Level 2 - Basic

Innovation & Organizational Development: Level 1 - Introductory

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.