Envision Healthcare is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women's and children's health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services. As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia.
If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.
We currently have an exciting opportunity available for an experienced Customer Service Manager.
Position Summary:
The Customer Service Manager will directly supervise the department staff to ensure that the objectives of the department are accomplished. Monitors and controls the performance, speed, and quality of Overseas vendors and provides feedback to the department director. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity /quality standards.
Responsibilities
Manages the department training staff, Quality Analysts and overseas vendors or Manages the department Customer Service IV and Patient Liaison staff.
Monitors staff turnover and Representative staff budget to schedule new hire classes and ensure adequate staffing for phone service.
Monitors monthly Quality Assurance standards. Advises department director and supervisors about quality concerns and training issues.
Analyzes and develops improvements for training and Quality Assurance.
Provides guidance and feedback for vendors providing service for the department.
Guides staff and encourages development for advancement.
Serves as information resource for Billing Operations regarding Patient Service issues.
Assists director with special projects.
Interviewing, hiring, and training employees; planning, assigning, and directing work.
Processes biweekly payroll.
Analyze information and processes and develop more effective or efficient processes and strategies.
Delegate responsibilities and supervise business operations
Ensure staff members follow company policies and procedures.
Establish and achieve business and profit objectives.
Generate reports and present information to upper-level managers or other parties.
Hire, train, motivate and coach employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities.
Review staff performance, conduct performance evaluations and implement corrective action
Maintain high level of both written and oral communication with internal departments, as well as with outside client contacts and any other insurance plan or agency provider.
Obtain clarification of policy whenever necessary and may use the resources available through the Compliance, Human Resources or Legal Department to do so
Other duties as assigned
Reads and abides by the company's code of conduct, ethics statements, employee handbook(s), policies and procedures and other corporate mandates, including participation in mandatory training programs
Reports any real or suspected violation of the corporate compliance program, company policies and procedures, harassment or other prohibited activities in accordance with the reporting policies of the company
Resolving conflicts or complaints from customers and employees.
Qualifications
High School diploma or general education degree (GED) required; Associates Degree or bachelor's degree preferred in Business, Management or Healthcare related field.
Five years of customer service supervisory experience preferred.
Minimum three years supervisory experience
Rules/regulations of Medicare/Medicaid and other government payors as well as commercial insurers and specialty contracts to ensure accurate and timely billing and payment of claims.
Medical insurance industry terminology.
Microsoft Office
Tableau
Billing systems (e.g., EmBillz).
Spreadsheet, word processing/presentation tools, (Microsoft Office Suite)
Bank lockbox and reporting systems.
Timekeeping, Payroll, Human Resource Information System tools (e.g., Kronos, Oracle)
Payor-specific requirements and guidelines for the Patient Services Department.
HIPAA, Sarbanes-Oxley and other critical governmental regulations.
EMSC/EmCare business models.
Basic accounting skills.
Strong understanding of business management, financial, and leadership principles.
Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
Time and project management skills.
Ability to analyze processes and information, identify problems and trends, and develop effective solutions and strategies.
Commitment to providing exceptional service to customers and support to staff members.
If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.
Envision Healthcare uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
Envision Healthcare is an Equal Opportunity Employer.
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