The VP is responsible for providing the Collections and Customer Service department with leadership to focus on optimization of patient responsible payments through development of streamlined procedures,innovations and measurable improvements through disciplined problem solving, team-building, data analytics, and technology integration. The director will demonstrate continued improvement in collections, profitability, efficiency, customer loyalty and net satisfaction forRadNet's national collections operations.
Essential Duties and Responsibilities
·Provide leadership to ensure timely, efficient and accurate processing of patient inquiry and patient collections
·Create a framework to monitor and measure the call center and collections effort
·Oversight, direction and reporting for daily and monthly reconciliations of payment transactions processed by external agencies and internal collections team
·Identify, monitor, and measure contracted external collection agencies
·Monthly collaboration with Customer Service team and Collections Unit to create and monitor meaningful metrics on patient balance collections and collection placement
·Daily, monthly and annual reporting, benchmarking and trending, by maximizing call center technology to improve function performance.
·Monitors all sources of patient payment trends to identify and communicate significant variances or successes.
·Monitor and optimize the patient statement process;control the statement hold, statement suspend, and statement logic
·Optimize and monitor vendor relationships that are unique to the statement and call center operations
·Work collaboratively with all levels of personnel and management related to cash operations to meet strategic goals and develop all guidelines, policies, and procedures regarding payment solicitation, payment processing, establishment or payment plans, payment application, insurance updating, and patient refund processing
·Measures and documents employee performance, reviewing monthly for staff development, recognition and goal achievement.
·Coordinate and lead scheduled weekly management meetings; develop detailed review of key performance indicators and trends within Collections and Call center operations. Incorporate in these meetings the constant communication of RadNet standards regarding EEOC, fair and impartial work environment, adherence to state and federal laws which define appropriate workplace protocols.
·Resolves issues as they relate to patient complaints regarding payment posting, credit balance resolution, or insurance discovery
·Other duties as assigned