Parallon® (formerly The Outsource Group) is one of the healthcare industry’s leading providers of business and operational services. We are uniquely equipped to provide a broad spectrum of customized services in the areas of revenue cycle, purchasing, supply chain, technology, workforce management and consulting. Parallon® is committed to supporting healthcare providers improve the health and well-being of their communities.
The Shared Services Unit Manager manages and coordinate operational support activities for Self Pay clients and collection staff. These objectives are achieved by performing the following duties personally or through subordinate employees.
Essential Job Functions
Support operational needs across the Self Pay service line in the most automated, efficient and effective manner. This requires a thorough working knowledge of collections operations, systems, processes and procedures. Become proficient in technologies utilized.
Manages the payment processing functions.
Supervises check processing staff and ensures correct posting of transactions.
Responsible for documenting bounced and fraudulent checks and notifying the proper authorities.
Provides input to strategic decisions that affect the functional area of responsibility.
Play a pivotal role in migrating systems, processes and procedures to one common platform. Establish work flows and processes to support Self Pay collections operations. Define work flows, practices, rules and standards to ensure that procedures capitalize on existing technology, align with Parallon and client work rules and provide efficient and effective ongoing center support. Operate with a sense of urgency and strong attention to detail.
Document and continuously streamline processes.
Track and monitor daily workload to ensure centers expectations are met. Establish internal benchmarks and conduct audits to measure team production and responsiveness.
Ensure practices are legally compliant and conform to existing regulations including but not limited to federal and state regulations, HIPAA, FDCPA and FCRA. Work with the Compliance Officer to address and resolve violations.
Manage credit agency responses.
Ensure Self Pay reconciliations, settlements, payment verifications/postings and itemizations are completed.
Work with Operations and Client Management to identify and develop key performance metrics. Create and provide reports that indicate performance results, collections activity, problem resolution, trends, and other information required by clients or Operations. This requires extracting, synthesizing and analyzing system data.
Provide staff direction in analyzing and resolving escalated operational, customer and/or technical issues/problems in a timely and effective manner. Elevate issues as appropriate and follow through to completion. May act as an individual contributor or knowledge expert for the more complex or difficult issues/problems. Exercise judgment and act appropriately within defined regulations, client requirements, policies and procedures for properly handling issues/problems.
Demonstrate solid leadership skills. Establish expectations, monitor performance, coach and develop, drive accountability and ensure a sense of urgency. Hire and retain strong performers.
Partner with coworkers, supervisors, managers and executives, as well as external clients, operational staff and other external business contacts as necessary to perform job.
Knowledge: Working knowledge of the collections industry to include a solid understanding of work flows, analytics, metrics, performance indicators and follow up activities associated with the industry. Strong working knowledge of databases, (preferably in a SQL environment); spreadsheet and word processing software and the ability to extract and analyze data. Bachelor's degree from an accredited four-year college or university; or an equivalent combination of related experience and advanced formal training.
Experience: A minimum of five to seven years working in collections, insurance, hospital back office or a similar industry with call center or customer service center experience to include at least three years managing collections and/or collections follow up activities. Strong Accounting background. Exposure to billing, financial or collections systems plus at least three years previous supervision.
Competencies: Demonstrated leadership, analytical, communication and problem solving skills and the ability to act/decide accordingly. Ability to collect, synthesize and research complex or diverse information. Exceptional customer service and the ability to plan organize and exercise sound judgment.