GENERAL PURPOSE:The Manager of Financial Assistance, Price Estimation, and Credit Balance Resolution is required to have demonstrated knowledge and understanding of a hospital and/or medical environment, all aspects of collection and call center operations; including principles of staff management/supervision, office workflows, and collection operations, including compliance and HIPAA requirements. Under general direction of Assoc. Director of Patient and Self Pay Services and with significant latitude for independent judgment, the Manager is responsible for the administrative management of the financial assistance, price estimation, and credit balance resolution programs. The Manager directs supervision, guidance and coordination of the day-to-day activities of the team of staff responsible for providing financial assistance, price estimation and credit balance resolution. Responsibilities include monitoring and reporting of all financial assistance metrics, price estimation metrics, and credit balance metrics. Develops policies and procedures that will assure standardization and compliance and will seek to continually improve service to both the patient and the institution. Develops goals and objectives for staff, and ensures ongoing accountability. Serves as a liaison between functional area/department and other Hospital and Faculty Practice departments to resolve complex problems or situations.RESPONSIBILITIES:Under general direction of the Assoc. Director of Patient and Self Pay Services and with significant latitude for independent judgment:
25% Maintains responsibility for ensuring positive patient relationships with UR Medicine in matters relating to all financial assistance, price estimation and credit balance resolution processes. Acts as liaison between functional area/department and other Hospital and Faculty Practice departments to resolve complex problems or for significant or sensitive situations. Develops reports, analyses and communication protocols to ensure results are thoroughly analyzed, communicated and appropriate follow up is completed. Meets with Medical Center leadership on a routine basis, providing advice/consultative services in matters relating to financial assistance, price estimation, credit balances and overall patient satisfaction.
20% Coordinates activities with the area Supervisor, and directs the day to day activities of the financial assistance and price estimation staff. Monitors quality of work to ensure ongoing educational opportunities are available for staff related to system, processes, outcomes, and customer service.
15% Assures that the Price Estimation line is appropriately staffed and response time is monitored to support a positive experience for those who utilize the service and to meet regulatory time frames for furnishing price estimates to patients under the No Surprise Act. Collaborates with Counsel, Compliance, and Hospital Senior Leadership, serves as the facility expert for No Surprise Act changes and compliance related to price estimation, shoppable, services, and surprise bills. Takes necessary steps to highlight the program both internally and externally to the community. Monitors quality of work to ensure ongoing educational opportunities are available for staff related to system, processes, outcomes, and customer service. Develops and executes strategic plans to facilitate program development, highlighting supervisor customer service to patients, families and URMC staff in a highly visible department.
15% Establishes metrics to measure internal controls and quality assurance measures designed to ensure the Financial Assistance Officers provide the highest level of quality service to patients. Works with area Supervisor to monitor compliance with Financial Assistance policy and stated turn-around time for applicants. Along with Counsel and Hospital Senior Leadership, serves as the facility expert for 501R changes and compliance. Acts as a resource for all regional facilities for related changes in regulatory compliance. Monitors quality of work to ensure ongoing educational opportunities are available for staff related to system, processes, outcomes, and customer service. Develops and executes strategic plans to facilitate program development, highlighting supervisor customer service to patients, families and URMC staff in a highly visible department.
10% Collaborates with the Supervisor, Cashiers, to direct the activities of the Payment Posting and Cash Control functional area in the Hospital Cashiers Office. Monitors quality of work to ensure ongoing educational opportunities are available for staff related to system, processes, outcomes, and customer service. Develops and executes strategic plans to facilitate program development, highlighting supervisor customer service to patients, families and URMC staff in a highly visible department.
10% Recruits, hires, trains, evaluates, and perform disciplinary actions as necessary following department and University guidelines. Constructs and monitors development plans and fosters functional unit employee engagement through focused team-building efforts, surveys and follow-up action plans.
5% Collaborates with the ISD revenue cycle team, access team, MyChart team, and subject matter experts to effect system changes that reflect an in-depth understanding of the business and end user requirements while also considering impact to operational needs and output.
QUALIFICATIONS:Background Expectations:Required Expectations:
Bachelor's Degree in Business, Health Care Administration or related field and 3-5 years of experience in health care and supervisory experience; or an equivalent combination of education and experience.
Preferred Expectations:
Prior Experience with EPIC
2 - 5 years call center operations experience
1-year data reporting experience
Effective written and verbal communication skills
Proficient in the use of Microsoft Word, Excel, Access, and Outlook Ability to work in a team setting with all levels of management and staff
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University¿s mission to Learn, Discover, Heal, Create ¿ and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.How To ApplyAll applicants must apply online.EOE Minorities/Females/Protected Veterans/DisabledPay RangePay Range: $70,197 - $103,147 AnnuallyThe referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job¿s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.Apply for Job
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Location: Medical Faculty Group
Full/Part Time: Full-Time
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