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Job Details

Requisition Number 18-0003
Title Manager, Call Center
Location UVA Research Park
City Charlottesville
State VA
Description UVA Physicians Group
Job Description
POSITION TITLE: Phone Services Manager, Patient Friendly Billing
LEVEL: Manager
DEPARTMENT: Patient Friendly Billing

GENERAL SUMMARY: The Phone Services Manager, Patient Friendly Billing oversees the daily operations of assigned staff within the call center area of the Patient Friendly Billing (PFB) for the UVA Health System. The Manager ensures the assigned area meets or exceeds service goals and that all contacts and inquiries are handled in an efficient, accurate, courteous, professional and timely manner.

Essential functions of the job:
Manages the day to day operations of the PFB call center, which acts as the primary point of contact for calls regarding patient concerns.
Assures compliance with state law mandates on collections associated with the Medical Center’s status as an agency of the Commonwealth.
Ensures an optimum environment for the efficient collections of accounts and is responsible to ensure that the quality and quantity of the contacts meet/exceed service goals and that all inquiries are handled in an efficient, accurate and timely manner. This includes driving improvement in customer satisfaction, employee development and retention, and overall operational efficiencies.
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
Assumes responsibilities for professional development of self and contributes to and assists with the professional development of others.
Strengths and opportunities for professional development are identified and setting goals for self- improvement are set and documented appropriately.
Identified goals for professional development are met through a variety of educational forums.
The education and development of others is fostered by sharing information learned through individual professional development.
A positive environment conducive to professional development of coworkers is demonstrated on an ongoing basis including, but limited to, perception, mentoring, teaching, orienting, role modeling and team participation.
Participates in activities to promote staff engagement.
Develops, maintains and reports on standards of performance.
Annual mandatory training activities are completed within established time frames.
Other duties as identified by PFB Management.
Requirements REQUIRED QUALIFICATIONS (Knowledge, Skills & Abilities):
Bachelor’s degree required or relevant experience in Healthcare Revenue Cycle Management.
3-5 years of management and/or supervisory experience in healthcare, or similar customer oriented business.
CHAM or CRCP certification preferred.
Budgeting experience preferred.
Knowledge of and experience utilizing a personal computer.
Word processing and spreadsheet skills required.
10-key calculator experience preferred.
Experience utilizing billing application software required.

SUPERVISORY RESPONSIBILITIES: This position will have non-exempt positions reporting to it.

Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, responsibilities, and people.
Decision Making: Drawing correct and realistic conclusions and making timely decisions based on available information.
Leadership: Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
Teamwork: Working as a productive member of a cohesive group toward a common goal, contributing to team development and effective team dynamics.
Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
Data Gathering and Analysis: Collecting, consolidating and using relevant information; recognizing important information; tracing possible causes of problems, and searching for practical data/solutions.
People Development: Having the ability to assess skill strengths and weaknesses of individuals and teams in order to determine what actions are appropriate to build and/or improve the needed skills.

UPG is an Equal Opportunity Employer
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