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Manager, Customer Service

Company: Hackensack Meridian Health
Location: Hackensack
Posted on: January 6, 2020

Job Description:


How have you impacted someone s life today* At Hackensack Meridian Health our healthcare teams are focused on changing the lives of our patients by providing the highest level of care each and every day. From our hospitals, rehab centers and occupational health teams to our long-term care centers and at-home care capabilities, our complete spectrum of services will allow you to apply your skills in multiple settings while building your career all within New Jersey s premier healthcare system.

The Manager, Customer Service of the Northern region of the Hackensack Meridian Health (HMH) network directly manages through proper planning and delegation the self pay collection, financial counseling regarding payment arrangements, and Northern Region charity care discounting functions for uninsured patients; assuring timely follow-up and collection activities to ensure lowest possible days in accounts receivable in a cost-effective manner. This position identifies for senior management issues and recommendations needed to increase departmental productivity, in an efficient and cost-effective manner by which accounts receivable would be reduced and effectively managed.


1. Performs duties which guide the management of the self pay collection, including informing uninsured patients of the Northern Region of Charity Care Policies when they inquire about bills; if necessary, provides information regarding payment options and create payment plans; modify coverages in system to denote arrangements and terms.

2. Handles self pay accounts and their life cycle with all connected aspects, such as collection activity on self pay accounts, customer service, financial counseling, and identification of self-pay accounts, charity care and referral to outside agencies as Bad Debt.

3. Manages department performance as it relates to accounts receivable for the Northern Region.

4. Manages daily self-pay dashboards for the all of the Northern Region.

5. Develops reporting tools for management utilizing the current information system and/or identifying other software programs to achieve desired reporting outcomes.

6. Monitors accounts receivable reports and conducts analytical reviews to determine where additional emphasis needs to be placed to ensure the goal of timely and proper patient collection efforts, referrals to financial counseling, customer satisfaction and referral to outside collection agencies.

7. Requests, obtains, and distributes accounts receivable monitoring reports to the appropriate supervisor. Responsible for the ultimate delegation to review and assign to subsequent staff.

8. Establishes realistic functional standards utilizing best practice standards as benchmark and develops measurement tools to attain objective performance measure and reviews performance in relationship to the standards established.

9. Monitors and analyzes the performance of outside collection agencies and their compliance with state legislature and internal policies for the Northern Region.

10. Handles dissemination of accounts receivable goals and targets and performance goals to supervisors and staff in a timely manner to aid achievement of these goals.

11. Handles the development and implementation of quality assurance measurements and standards, including completion of internal and external audits.

12. Coordinates and designs educational training programs with training manager on a scheduled basis for staff.

13. Implements any new software or systems that have been administratively approved that relate to this function.

14. Selects outside collection vendors and analyzes their cost to return value for Northern Region.

15. Maintains current knowledge of managed care contracts, State regulations regarding collection practices by phone and mail, HIPAA and HCFA rules and regulations and processes connected to the revenue cycle.

16. Other duties and projects as assigned.

17. Adheres to HMH Organizational competencies and standards of behavior.


Education, Knowledge, Skills and Abilities Required:

1. Bachelor's degree in business administration with concentration in Finance or Management.

2. Minimum of 4 years' experience in a management role with a focus on collections/customer service.

3. In depth knowledge of all aspects of collections/customer service, experience in analysis of account receivable reports, experience with implementation of performance measurements.

Education, Knowledge, Skills and Abilities Preferred:

1. PC proficiency on Windows Suite and EPIC experience.

Meridian Health is committed to the principles of equal employment opportunity and affirmative action and will not discriminate in the recruitment or employment practices on the basis of race, color, creed, national origin, ancestry, marital status, gender, age, religion, sexual orientation, gender identity/expression, disability, veteran status and any other category protected by federal or state law.

Keywords: Hackensack Meridian Health, Hackensack , Manager, Customer Service, Executive , Hackensack, New Jersey

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