Director, Customer Service – Healthcare Operations Management

At arenaflex, we are committed to delivering exceptional patient care and services that exceed the expectations of our patients, families, and communities. As a Director, Customer Service, you will play a critical role in leading our customer service and collections teams to ensure seamless and efficient interactions with patients, families, and healthcare providers. If you are a seasoned healthcare professional with a passion for leadership, customer service, and process improvement, we encourage you to apply for this exciting opportunity to join our arenaflex team.

About arenaflex

arenaflex is a leading academic health sciences center that educates and trains the vast majority of the state's physicians and prepares doctors, scientists, nurses, pharmacists, and health professionals through innovation, compassion, teamwork, and patient- and family-centered care. Our mission is to improve the lives of Arkansans through excellence in education, research, and clinical programs. We are committed to providing a safe and secure environment for students, faculty, staff, visitors, and prospective employees.

Job Summary

The Director, Customer Service will be responsible for leading the day-to-day operations of the SBO Collections, SBO Customer Service, and CUMG Customer Service/Collections teams. This includes supervising staff, managing workflows, and implementing process improvements to ensure efficient and effective customer service and collections operations. The successful candidate will have a strong background in healthcare operations management, customer service, and leadership, with a proven track record of improving patient satisfaction and reducing costs.

Key Responsibilities

* Lead the SBO Collections, SBO Customer Service, and CUMG Customer Service/Collections teams to ensure seamless and efficient interactions with patients, families, and healthcare providers.

• Supervise staff, including hiring, terminations, disciplinary actions, and annual evaluations.
• Complete monthly reviews of quality and productivity of each employee's work and provide timely individual feedback to employees.
• Participate in ongoing training, development, communication, and implementation of policies and procedures.
• Provide direction and training to staff related to Epic upgrades or changes in processes.
• Monitor productivity and quality of the staff and recommend additional training when necessary.
• Adhere to CCBO and UAMS standards for professional dress and conduct in the performance of all duties.
• Work with collection agencies to resolve any disputes with the patient and ensure agencies are adhering to contracts and billing/invoicing to UAMS is accurate.
• Serve as a subject matter expert for all collections and customer services processes and look for ways to make both areas more efficient in their daily operation.
• Update and create new policies and procedures to ensure they are as efficient as possible and follow all legal requirements.
• Participate in the selection process for new collection vendors through the RFP processes, implementation, testing, and go-live of new vendors.
• Supervise the annual DFA processes for both CUMG and SBO.
• Work patient complaints both within CCBO and other departments within UAMS.
• Ensure staff is following all current HIPAA guidelines when speaking to patients and mail copies to the patients.
• Maintain responsibility for SBO, CUMG, BH Venture, and OP Retail Pharmacy Collections and Customer Service.
• Work with the Director of Cash to ensure payments are applied correctly and in a reasonable timeframe.
• Ensure workflows and legal requirements are followed as they relate to Medicare and Medicaid Bad Debt procedures for patient liability.

Essential Qualifications

* Bachelor's Degree in Business, Healthcare Administration, or related field.

• Five (5) years of experience in hospital patient accounting, hospital collections, or hospital customer service, including five (5) years of management/supervisory experience.
• Excellent communication skills, both oral and written.
• Ability to recognize and proactively address areas where efficiencies within CCBO may be improved with modifications to technology or workflows.
• Excellent skills in motivating staff and addressing personnel issues.
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.

Preferred Qualifications

* Master's Degree in Business, Healthcare Administration, or related field.

• Nine (9) years of experience in hospital patient accounting, hospital collections, or hospital customer service, including five (5) years of management/supervisory experience.
• Experience with Epic upgrades or changes in processes.
• Experience with DFA processes for both CUMG and SBO.
• Experience with Medicare and Medicaid Bad Debt procedures for patient liability.

Skills and Competencies

* Strong leadership and management skills.

• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Strong problem-solving and conflict resolution skills.
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
• Strong knowledge of healthcare operations management, customer service, and process improvement.
• Ability to maintain confidentiality and handle sensitive information.

Career Growth Opportunities and Learning Benefits

* arenaflex offers a wide range of career growth opportunities, including professional development and training programs.

• Our employees have access to a comprehensive benefits package, including health, dental, and vision insurance, retirement plans, and paid time off.
• We offer a supportive and inclusive work environment that encourages collaboration and teamwork.
• arenaflex is committed to providing a safe and secure environment for students, faculty, staff, visitors, and prospective employees.

Work Environment and Company Culture

* arenaflex is a dynamic and fast-paced work environment that requires flexibility and adaptability.

• Our employees are passionate about delivering exceptional patient care and services that exceed the expectations of our patients, families, and communities.
• We value diversity, equity, and inclusion and strive to create a work environment that is inclusive and respectful of all individuals.
• arenaflex is committed to providing a safe and secure environment for students, faculty, staff, visitors, and prospective employees.

Compensation, Perks, and Benefits

* arenaflex offers a competitive salary and benefits package, including health, dental, and vision insurance, retirement plans, and paid time off.

• Our employees have access to a comprehensive benefits package, including education discount for staff and dependents, retirement plans, and paid time off.
• We offer a supportive and inclusive work environment that encourages collaboration and teamwork.
• arenaflex is committed to providing a safe and secure environment for students, faculty, staff, visitors, and prospective employees.

How to Apply

If you are a motivated and experienced healthcare professional with a passion for leadership, customer service, and process improvement, we encourage you to apply for this exciting opportunity to join our arenaflex team. Please submit your application, including your resume, cover letter, and list of three professional references, to the University of Arkansas System Career Site. Apply for this job