Manager, Self-Pay Service

Rochester, NY


Job Summary

The Manager of Patient Services 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 the Associate Director of Patient Self Pay Services and with significant latitude for independent judgment, the Patient Services Manager is responsible for the administrative management of the customer service programs. The Manager directs supervision, guidance and coordination of the day to day activities of the team of staff responsible for patient inquiries related to billing via phone, email and on-line. Develops policies and procedures that will assure standardization, 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 in significant or sensitive service recovery situations.

Key Functions and Expected Performances

Under general direction of the Associate Director, Self-Pay Services and Systems Group and with significant latitude for independent judgment:

30% Maintains responsibility for ensuring positive patient relationships with URMFG, SMH and HH in all matters relating to customer service processes. Acts as liaison between functional area/department and other Hospital and Faculty Practice departments to resolve complex problems or for significant or sensitive service recovery 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 patient services and overall patient satisfaction.

25% Coordinates activities with the department Assistant Managers, and directs the day to day activities of the Patient Services Representatives. Monitors quality of work to ensure ongoing educational opportunities are available for staff, related to system, processes, outcomes, and customer service. Responsible for evaluations, wage & salary recommendations and other personnel actions for assigned staff. Assures that area Assistant Manager completes probationary, annual evaluations and mandatory staff education in a timely manner.

20% Develops and executes strategic plans to facilitate program development and process improvement. Promulgates consistent operating policies and procedures for functional area. Serves as the project leader in the development and implementation of new programs and/or initiatives relating to functional areas. Evaluates new programs for feasibility and existing programs for continued viability.

10% Establishes metrics to track internal controls and quality assurance measures designed to ensure call center staff provide the highest level of quality service to patients. Guides internal staff and Hospital/URMFG department management in the proper implementation of customer services and collections policies and procedures.

10% Collaborates with departmental billing managers, Quality Officers for SMH, HH, PFS and URMFG to proactively identify opportunities for operational improvements in the patient billing and collections cycle. Consistent goal is to improve SMH, HH and URMFG customer service, receivables and maximize revenue opportunity.

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.

Background Expectations:

Required: 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.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required.

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 Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $68,765 - $103,147 Annually

The 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.

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Location: Medical Faculty Group
Full/Part Time: Full-Time