Responsibilities

Job Summary:

With general direction and latitude for initiative and judgment, the Team Lead, Patient Services, is responsible for assisting the Supervisor, Patient Services with administering the daily activities of the team responsible for the resolution of patient inquiries resulting from medical services provided by the University of Rochester Medical Center (URMC), Highland Hospital (HH), and University of Rochester Medical Facility Group (URMFG). The ability to provide consistent leadership and maintain interpersonal relations with the team, physician faculty, providers, and their staff is essential. This position requires flexibility and the ability to function in an evolving and ever-changing environment. The Team Lead, Patient Services serves as a liaison between the department and other hospital/professional departments in the areas of customer service and satisfaction.

Responsibilities include, but are not limited to: provide leadership and direction to the Patient Services team, serve as the functional/technical and customer service escalation expert, assign work, coordinate and deliver training, champion process improvement, monitor quality assurance, and assist with performance management. Responsible for maintaining knowledge of and adhering to policies and procedures of the University of Rochester Medical Faculty Group, Patient Financial Services and the Fair Credit Debt Collection Practices Act.

Specific Responsibilities:

Leadership

• Motivates, supports, and inspires. Gains the respect and confidence of staff. Promotes mission, vision, and values.

• Models desired behaviors, supports and reinforces departmental and University decisions.

• Exhibits professionalism, enthusiasm, dedication, and interest in responsibilities and duties.

• Fosters a positive environment and builds collaborative relationships to heightened team morale.

• Along with the Supervisor, Patient Services, develops goals, objectives, and operating policies and procedures for the Patient Services Team.

• Assists in performance management.

• Assists in facilitating programs and activities for employee recognition. Recognizes and rewards team members for their contribution to the department.

• Acts as authority and ensures the seamless operations of the contact center during the absence of the Patient Services Management Team.

Functional/Technical and Customer Service Escalation Expert

• Provides day to day functional/technical expertise to the Patient Services Team.

• Uses appropriate judgment and department protocols to resolve patient, consumer or physician inquiries.

• Serves as primary point of contact for internal and external customers’ inquiries.

• Communicates with patients and referral sources both verbally and in writing to ensure questions and concerns are processed in a timely manner.

• Resolves high impact and or escalated patient or physician referral calls that may adversely affect patient care and/or customer service, or requesting a supervisor or manager.

• Works with other departments for the resolution of complaint and eligibility issues for immediate same day resolution.

• In conjunction with the Supervisor, Patient Services, administers and coordinates hospital and departmental procedures relative to explanation of charges, billing, reimbursement and accounting functions.

• Reviews, compiles, approves, submits patient refunds, and completes balance transfers.

Work Assignments

• Monitors staff worklists, daily/weekly projects, and all other work assignments for timely resolution.

• Provides performance reports to Supervisor to ensure employees meet metrics and expectations.

• Analyzes GNAV’s real-time call analytics to ensure service levels are met, assess trends, and makes necessary adjustments to staffing.

Training and Process Improvement

• Develops and maintains digital and print training curriculum and educational materials for new hire and cross training programs.

• Coordinates and delivers customer service, billing, and in-service training for all staff, existing and new hires.

• Assists with operational policies and procedures development and implementation.

• Records, tracks, and trends billing or patient complaints. Communicates to Patient Services Management to ensure concerns are reviewed and responded to in a timely manner.

• Proactively identifies and addresses efficiency improvement opportunities and resolves problems. Identifies relationships, patterns, and trends.

• Seeks feedback from other departments to improve processes and level of service within the department.

Performance Management & Quality Assurance

• Monitors employee performance and provide feedback to Supervisor, Patient Services. Assists in employee performance evaluations and/or disciplinary actions.

• Identifies training needs, individual and team. Collaborates with Supervisor, Patient Services in developing immediate and long-term performance improvements.

• Conducts call monitoring, service observations, patient satisfaction calls. Acts as patient advocate to resolve questions or concerns.

• Participates in additional supervisory assignments as needed:

• Screens, reviews, interviews and makes recommendations for new hires.

• Administers time reporting requirements in accordance with state and federal regulations.

• Performs other related duties as assigned

Minimum Requirements:

• Associate’s degree in Business Administration, Health Care Administration, or related discipline and 4-5 years of experience in healthcare, billing, or collections.

• OR

• Equivalent combination of education and experience.

Preferred Requirements:

• Demonstrated success in leading teams.

• Excellent organizational, interpersonal, written and verbal communications skills, and customer service skills.

• Proven ability to communicate effectively, collaborate and work with all members within a diversified team.

• Ability to work and excel in a collaborative, team-oriented environment.

• Demonstrated ability to manage multiple assignments with a high level of autonomy and independence.

• Ability to organize, plan, and delegate work.

• Ability to adapt to a fast-pace and ever changing environment.

• Proactive, analytical, and process driven, with a strong focus on meeting deliverables and identifying/documenting business requirements.

• Adept in Microsoft Word, Excel, PowerPoint, and the management of data and reports.

Professional Competencies:

• Leadership

• Integrity and Trust

• Customer Focus

• Active Listening and Empathy

• Excellent Written/Oral Communication

• Proactive

• Detail-Orientation

• Teamwork Orientation

• Planning/Organizational Skills

• Presentations Skills

• Functional/Technical

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $21.50 - $29.03 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Location: Medical Faculty Group
Full/Part Time: Full-Time
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