This position is responsible for managing all aspects including overall general supervision, policy and procedure compliance, personnel training and development, performance measurement and appraisals. This position will manage team supervisors and/or leads and agents. The Manager is responsible for delivering the highest quality of service as efficiently as possible while meeting financial, performance and quality goals. The Manager must have the ability to work cross-functionally with other colleagues and work cooperatively with all levels of the business including both internal and external partners and vendors. The ideal candidate will be results oriented with a proven record of creating engaged employees and identifying ways to improve the patient experience.
Creates and implements department strategy related to the patient experience, team performance and quality.
Review and analyze business data to identify trends and provide recommendations to improve the patient experience
Develops and implements methods and procedures to meet and exceed productivity, efficiency, financial and quality goals.
Provides daily leadership and guidance, direction, and motivation to team.
Understands workload and ensures that team is meeting all performance expectations related to phone calls and work queues.
Ensures all productivity standards are met in a timely manner through measuring and monitoring. Analyzes weekly and monthly reports for performance measurement and efficiencies
Review policy and procedures and ensure all process and training documentation is up to date
Actively develop direct reports through coaching, feedback, and projects to ensure their success and to create a highly engaged, productive team while meeting all performance objectives
Conduct regular team meetings ensuring a sense of community among team and sharing performance and overall updates to keep the team informed
Responsible for overall team quality program ensuring that patient satisfaction is number one priority
Handles patient escalations to ensure complete patient satisfaction
Evaluates team and individual training needs and assists in developing plans for immediate and long-term performance improvements
Aids in the development and implementation of processes that improve efficiencies and quality within the department.
Interviews and hires staff as needed and approved by senior management
Conducts and reviews performance appraisals of direct reports, identifies performance problems, and initiates disciplinary actions. Evaluates subordinates performance by establishing objectives and measurements for supervisory and service personnel. Provides constructive feedback on a consistent basis
Works collaboratively with other departments sharing insights and creating process and procedure to improve the overall patient experience
Ensure that team meets all HIPAA requirements
Represent the department and/or organization to external departments and organizations
Ability to travel, one or more nights, for business when necessary. Ability to travel to individual hospitals for meetings, patient requests and employee oversight
Perform ongoing staffing analysis based on current business needs and make recommendations as appropriate
Assist in the review, analysis and implementation of system work driver tools
Assist in the budgetary process
Performs any additional duties as assigned
Responsible for providing lead support to Supervisors and Managers for Fairview Health Services hospitals and clinics
Acts as mentor and trainer for new and veteran staff
Must have a thorough working knowledge of third party payers and insurance verification procedures, and understand managed care and insurance contractual arrangements.
Must be detail oriented, possess basic mathematical skills, and have sharp analytical skills to resolve financial issues as they relate to multiple groups including third party payers, physicians, patients and the system.
Must be able to handle potentially stressful situations and multiple tasks simultaneously including instructing and counseling patients regarding Fairview Health Services payment policies and public assistance programs.
Must possess the ability to communicate effectively with patients, families, government entities, insurance companies, and Fairview Health Services staff.
Basic medical terminology knowledge preferred
Bilingual skills preferred
Bachelors degree in business, accounting, finance or related (or 6 additional years of experience in lieu of degree).
Four or more years of professional, supervisory and/or management experience.
PC systems literate including Windows, and Microsoft Outlook, Excel and Word programs
Two years of professional supervisory and/or management experience in revenue cycle
Epic Grand Central (ADT & Prelude) software experience
Four years of experience in determining financial eligibility for government funding, program funding, public funding or patient assistance programs in a physician or hospital business office setting and/or previous experience as a hospital financial counselor
Four years of experience using medical software
Knowledge of bad debt collections
Excellent communication skills including the demonstrated ability to speak, listen and write effectively (i.e. strong verbal, written, presentation and interpersonal communication skills
Demonstrated ability to coach and mentor employees
Focus on delivering business results
Demonstrated ability to problem solve and use critical thinking
Ability to comprehend business issues and processes and identify process improvement opportunities and trends
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.
Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.
Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership ...with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.