Direct daily operations of the Medical Group Call Center and Physician Billing teams, with accountability for staffing, service, quality, and results across both departments. Supervise, coach, evaluate, and develop staff; partner with HR and leadership on hiring, corrective action, and separation decisions. Coordinate call center and billing workflows with physician practices, revenue cycle partners, and operational leadership to resolve handoff and service issues.
Provide exceptional service; navigate multiple systems simultaneously and communicate with patients and healthcare professionals. Oversee call center performance, including call handling, scheduling accuracy, patient experience, and timely resolution of escalated concerns. Oversee professional billing performance, including claims quality, denials, accounts receivable follow-up, and timely resolution of billing issues.
Monitor department benchmarks, productivity, quality, and budget results; recommend corrective action when results fall short. Prepare and present routine reports and trend analyses to leadership, with clear recommendations for workflow and performance improvement. Maintain working knowledge of payer requirements, privacy standards, and applicable regulations; coordinate with compliance and revenue cycle experts.
Resolve escalated concerns from patients, providers, and staff; involve the appropriate director when decisions exceed delegated authority. Monitor and adjust call queues, staffing plans, billing work queues, and cross-department workflows to support timely service and payment. Coordinate provider audit follow-up and corrective actions within the scope assigned by physician services leadership.
Approve schedules and time off within staffing needs and delegated authority; review time records for accuracy and timely payroll submission. Build a respectful, accountable team culture and promote consistent service to patients, providers, and colleagues. Support patient safety, confidentiality, and quality standards in all department activities.
Qualifications
High school diploma or equivalent required. Bachelor’s degree in business, healthcare administration, or related field preferred; equivalent relevant experience considered.
At least 5 years of relevant healthcare access, physician practice, or professional billing experience, including at least 2 years of direct staff supervision. Experience across both access and physician billing preferred. Additional Skills/Abilities: Demonstrated staff leadership, operational analysis, and process improvement skills.
Working knowledge of physician revenue cycle, payer/insurance terminology, scheduling and billing systems, and patient service required.
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