Operations Manager - Healthcare Call Center

Job Purpose

The Operations Manager will provide leadership and guidance to offshore RCM Partners and their teams reviewing processes and providing recommendations for improvement of operations working towards our combined operational goal to meet or exceed national AR KPI benchmarks and client specific KPI’s. Help support project work for all functions with offshore and ensure they are held to timely completion guidelines. Ensure that offshore partners, maintain or exceed team productivity and quality standards. Work with vice President to understand and communicate the economic impact of upstream revenue cycle errors causing denials and provide data and implement effective processes to correct actions.

Duties And Responsibilities

• Plan, organize and direct overall operations of the Offshore Partners assigned as it relates to RCM and their specific tasks are being worked to completion in a timely manner
• Work in conjunction with Vice President Revenue Cycle Services to set and manage target performance levels and reduce the offshore staffing to meet the 50 FTE threshold by ensuring all backlogs are moved current
• Ensure that the team stays current with billing regulations and industry requirements and/or trends and you are updating the pathways, reviewing with the offshore teams, and ensuring the processes are being followed
• Maintain an overall objective of maximization of cash collections, minimization of A/R inventories, and the minimization of write-offs/non-collectible adjustments
• Actively engage with and manage AR Follow Up team, including routine productivity and quality reviews
• Assures that team is meeting follow-up quality and productivity standards
• Identifies denial trends and makes recommendations for prevention
• Create a monthly executive QA tracker of offshore performance for all functions being sent to offshore vendors and VP monthly
• Provide VP bi-weekly status of progress and all trends seen during this time
• Validate and approve monthly the AR, invoices, and report to VP
• Create and develop pathways for all functions used offshore by working with the team managers and directors to get them completed
• Provide management and supervisory duties related to educating and training staff, evaluating staff performance and monitoring productivity
• Interview, hire, train, evaluate, and develop subordinate staff, where applicable
• Develop and maintain quality control programs, including in-depth and individual performance reviews
• Orient new hires and provide in-services and training, continuing education, and development related to those functional areas of responsibility
• Other duties as assigned
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
  
  

• Bachelor’s degree or equivalent combination of education and experience
• At least 3+ years’ experience managing and leading a US Healthcare Call Center environment
• Ability to work well individually and in a team environment
• Must be reliable, responsible, goal oriented and flexible
• Excellent interpersonal, communication and organizational skills
• High degree of integrity including ability to successfully deal with sensitive or confidential information
• Ability to exhibit poise, composure and confidence when confronting stressful or high- pressure situations
  
  

• Must be amenable to work night shifts
• Must be willing to work onsite
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.