Manager, Customer Service Revenue Cycle

Purpose:
Do you have experience with medical billing?  Are you an employee within the Customer Service department looking to grow your career?  UPMC is hiring a full-time Manager, Revenue Cycle to support the Customer Service department.  This role would typically work Monday through Friday during normal business hours, however flexibility to cover other shifts is required.  This role is eligible to work from home with periodic in-office coverage.

The Manager, Customer Service Revenue Cycle supervises the day-to-day operations of the Customer Service department within the UPMC Revenue Cycle.  They provide leadership and guidance to the team related to tasks, responsibilities, performance, ongoing projects, and Revenue Cycle initiatives.  They also manage the development of policies and procedures pertaining to Customer Service functions and monitor operations consistent with those policies.  The Manager ensures that Revenue Cycle processes performed are operating efficiently and effectively.  They interact with patients, physicians, hospitals, and Revenue Cycle managers and staff to investigate and resolve all issues, and they adhere to the UPMC values during all interactions with the public and UPMC departments.  Additionally, they participate in overall organizational management as warranted.

If you have medical billing experience and are looking to grow your leadership career within the Revenue Cycle Customer Service department, apply today!
Responsibilities:

• Perform duties and job responsibilities while adhering to the UPMC Core Values and demonstrating service excellence with each interaction with our patients, visitors, staff, peers, physicians, and other departments within UPMC.
• Work closely with the Customer Service Senior Manager to ensure optimal departmental results.
• Oversee and manage the day-to-day operations of Customer Service by monitoring staffing levels, call volumes, work queue/MyUPMC volumes, coordinating work assignments and monitoring of adherence to established department benchmarks.
• Act as a resource to address patient (or family) needs, concerns, or questions.
• Communicate with physicians, clinical department management and other areas of the Revenue Cycle to address questions or investigate/review if issues arise.
• Establish and support annual goals and objectives for Customer Service team.
• Investigate issues presented by supervisors/leads and provide timely feedback as appropriate on resolution.
• Develop and implement policies and procedures related to Customer Service workflows and processes.
• Strive to streamline and seek opportunities as needed to improve efficiencies.
• Establish performance criteria for all Customer Service functions including Quality Assurance, Productivity, Service Level, and Adherence.
• Engage in open communication with Training and Development management regarding all updates and enhancements and ensure appropriate training of all staff.
• Manage a large staff of employees, adhere to Human Resources policies and procedures, and provide timely performance evaluations for supervisors and all direct report staff.
• Perform in accordance with system-wide competencies/behaviors.
• Perform other duties as assigned.

• Bachelor's degree and 2 years of relevant experience, OR High School Diploma or equivalent and 4 years of relevant experience required.
• Previous supervisory or management experience required.
• Experience in revenue cycle processes and clinical support within a professional billing or other health care environment required.
• Need in-depth knowledge of medical terminology, electronic verification, and billing systems, third party payer pre-certification guidelines, billing requirements and reimbursement practices, and OIG regulations and available financial resources for payment of medical care.
• Need to demonstrate the ability to communicate well, both orally and in writing, effectively problem solve, and make appropriate decisions.
• Need to demonstrate the ability to oversee individuals with diverse skills and responsibilities.
• Require prior working experience on a personal computer and various office equipment.
• Prior management experience of a large staff preferred.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran