Manager Patient Financial Services - Customer Service

, CA, United States

**Manager Patient Financial Services - Customer Service**

**Requisition #** HRC0763613 Align yourself with an organization that has a reputation for excellence! Cedars-Sinai was awarded the National Research Corporations Consumer Choice Award 19 years in a row for providing the highest-quality medical care in Los Angeles. We were also awarded the Advisory Board Companys Workplace of the Year. This recognizes hospitals and health systems nationwide that have outstanding levels of employee engagement. We offer an outstanding benefits' package that includes paid time off, health care and a 403(B), along with competitive compensation. Join us! Discover why U.S. News & World Report has named us one of Americas Best Hospitals.

****What you be doing in this role:****

The Manager, Patient Financial Services - Customer Service is responsible for the planning, organizing, managing and controlling of the daily operations of assigned areas, in order to meet the needs of all customers. The Manager assumes fiscal responsibility through preparation of unit budgets. You will liaison with medical staff and other personnel, encourage growth and development of each employee, and assume patient advocacy. This role is accountable to the Executive Director and guides staff in meeting customer's needs consistent with the Medical Center's philosophy, mission, vision and strategic plan. The role contributes to the overall achievement of Patient Financial Services goals and objectives. Maintains competency skills including the ability to interact with customers of diverse cultural backgrounds. This role:

* Plans and organizes the department. Develops and manages department staff. This includes hiring, training, performance management and mentoring. Manages department operating budget. Establishes and maintains positive and collaborative relations with Patient Financial Services (PFS) Units.

* Creates a reliable customer loyalty program and establishes Customer Service goals for staff.

* Analyzes and reviews patient satisfaction data from comments, letters, surveys, and phone calls.

* Encourages an organizational focus by establishing goals consistent with organizational goals. Collaborates with all patient-facing departments to respond to patient concerns that are received via letter, website, surveys, or phone calls.

* Functions as a positive, creative, and effective leader. Actively participates in performance improvement activities and implementation of education programs.

* Ensures that area of responsibility maintains a customer focus. Serves as a role model with consistent focus on customer relations. Provides mentorship on customer comments and participates in customer satisfaction initiatives.

* Has empathetic and relationship-centered communications with patients and families via phone calls and written communication

* Produces weekly, monthly, and quarterly reports as well as custom requests as needed on patient satisfaction and engagement. Interprets patient satisfaction analytics into actionable tasks.

* Ensures compliance with all federal, state and municipal laws, regulations and ordinances for assigned area. Maintains staff compliance with medical center policies, procedures and protocols. Ensures ongoing staff compliance with established CSHS Patient Financial Services protocols. Maintains current on the latest industry trends and techniques.

* Maintains a positive work climate. Ensures appropriate staff education and an environment that fosters self-directed staff. Assists employees to develop and contribute to the organization and applies human resource policies fairly and consistently.

* Identifies root causes of perceived system process problems and recommend or initiate remedial actions.

* Arranges and provides ongoing training to staff and analysts related to system applications used to manage patient accounts. Serves as a resource to staff in use of the system to accomplish objectives and troubleshoot problems encountered. Ensures policies, procedures and job aids are updated and that vendor partners are aware of any operational or system changes that will affect overall unit's performance.

* Participates in process requirements and planning for new applications or upgrades of existing applications used to manage patient accounts.

* Conducts ongoing comprehensive patient account management system logic and work queue reviews with goal to redesign and enhance efficiency. Assists with direction of technical programming by providing framework of business decisions, perspective, and priorities necessary to guide implementation actions.

* Undertakes special projects requiring sophisticated analytical skills and extensive knowledge of patient accounting management system and PFS operations.

**Requirements:**

* Bachelor's degree in Business, Accounting, Finance or a related field required

* 5 years of Hospital business office experience, specializing in one or more of the following: customer service, admissions, financial screening, insurance verification, or billing and collections is required.

* 5 years experience in multiple areas and/or with supervisory or management experience and experience with the Epic patient accounting system, MS-Office and Customer Relationship Management (CRM) applications preferred.

****Skills/Experience Sought:****

* Leadership experience, outstanding written and verbal communication, problem-solving, negotiation, and time-management skills.

* Patience, compassion, empathy and passion for customer satisfaction.

We take pride in hiring the best employees. Our accomplished staff reflects the culturally and ethnically diverse community we serve. They are proof of our dedication to creating a dynamic, inclusive environment that fuels innovation.

* **Working Title:** Manager Patient Financial Services - Customer Service

* **Department:** Patients Account Cust Ser

* **Business Entity:** Corporate Services

* **City:** Los Angeles

* **Job Category:** Patient Financial Services

* **Job Specialty:** Patient Billing

* **Position Type:** Full-time

* **Shift Length:** 8 hour shift

* **Shift Type:** Day

Cedars-Sinai is an EEO employer. Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Cedars-Sinai will consider for employment qualified applicants with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring.

At Cedars-Sinai, we are dedicated to the safety, health and wellbeing of our patients and employees. This includes protecting our patients from communicable diseases, such as influenza (flu) and COVID-19. For this reason, we require that all new employees receive a flu vaccine based on the seasonal availability of flu vaccine (typically during September through April each year) as a condition of employment, and annually thereafter as a condition of continued employment, subject to medical exemption or religious accommodation. For the same reason, you may also be required to receive other vaccines such as COVID-19 as a condition of employment. Cedars-Sinai reserves the right to make modifications to its required list of v

#J-18808-Ljbffr