MGR - COLLECTIONS

Responsibilities

Independence Physician Management (IPM), is a subsidiary of Universal Health Services, Inc (UHS).  IPM was formed in 2012 as the physician services unit of UHS. IPM develops and manages multi-specialty physician networks and urgent care clinics which align with UHS acute care facilities. It also provides select services for the Behavioral Health division of UHS. Through continuing growth, IPM operates in 11 markets across six states and the District of Columbia. Our leadership team, practitioners, and teams of healthcare professionals are collectively dedicated to improving the health and wellness of people in the communities we serve.

To learn more about IPM visit Physician Services - Independence Physician Management - UHS.

Position Overview:

The Collections Manager is responsible for leading and managing all revenue cycle activities related to self-pay collections to achieve optimal results.  Focuses on collecting patient revenue and provides strategic direction regarding pre-collections efforts, call center activities, outsourcing of accounts to collection agencies, and self-pay credits/refunds. Monitors staff performance and routinely meets with his/her direct reports to review results and identifies ways to improve performance and enhance revenue (e.g. discounts, payment plans). Reviews processes, work flows, and overall team performance. Leads the department through process improvement opportunities, standardization of work flow (best practices) and performance management through strategic evaluation.   Manages Key Performance Indicators (KPIs) to address deficiencies and improve overall department results.   Develops and maintains timely collection and service policies, adhering to the Fair Debt Collection Practices Act. The Collections Manager coaches, counsels and mentors the team in an effort to develop staff and improve teamwork, morale and overall performance and results.

Duties and Responsibilities:

• Develops key performance indicators (KPIs)/dashboard for the Customer Service and Patient Collection Department to identify trends, track performance results and identify opportunities for process improvement. Monitors daily/weekly/monthly call queue statistics/results to ensure that our average speed of answer (ASA), average talk time and abandonment rate are meeting or exceeding department goals/objectives.  Identifies and reports trends related to in-bound call reasons to minimize unnecessary calls.   Trends in-bound call reasons and implements process improvement to minimize unnecessary calls. 
• Plans and coordinates department efforts in process improvement activities while driving standardization of work flows (best practices). Effectively communicates process change and solutions to stakeholders.   Develops productivity and collections targets, communicates expectations to staff and follows-up, as needed, based on results.  Promotes a work environment of accountability and ownership.  Sets appropriate standards of performance and communicates clear expectations to the team. Builds a cohesive team that works well together to ensure that the work of the team is accomplished.
• Leads pre-collection efforts using various reporting tools to help identify staff productivity and success in collecting outstanding balances and negotiating payment plans.  Develops productivity and collections targets, communicates expectations to staff, and monitors collection efforts.  Follows-up based on results. 
• Manages timely and accurately self-pay payment processing to the PMS, statement generation, and transferring of accounts to outsourced third party collection agencies.   Implements a propensity to pay (P2P) process to include segment work flows, account actions for high, medium and low P2P scores, and statement generation protocols.
• Maintains an expanded knowledge base of state and federal regulations and company policies regarding compliance, patient privacy and ethical billing and collection practices, payment plan structures, P2P processes, negotiation in accordance with IPM collection policies, collection agency models, self-pay payment processing, and credit balance and refund management.
• Manages all self-pay credit balances to ensure that refunds are processed timely.  Trends credit volumes, identifies root causes and communicates and works with CBO Leadership and/or Market Leadership to minimize unnecessary credits.  
• Conducts monthly one-on-one meetings with direct reports to provide a structured time to provide coaching, discuss accomplishments and review the status of revenue cycle operations within their scope of responsibility.  Discuss areas of professional development as well as goal tracking/reporting, projects and other pertinent topics. Maintains comprehensive and concise documentation of the one-on-one meetings, next steps and expectations.
• Manages the employment hiring process for the Customer Service and Patient Collections Department.  Prepares well thought-out and meaningful performance appraisals for direct reports summarizing performance as well as focusing on opportunities for improvement and recognizing performance that exceeds expectations.
•  

Qualifications

Education:  Associates Degree or approved equivalent combination of coursework and related experience or extensive related experience is required.  Bachelor’s degree preferred.

Work experience:  Experience (5-8 years minimum) working in a healthcare (professional) billing, health insurance or equivalent operations work environment.   Minimum 5 years of direct supervisory experience managerial or administrative experience required.

Knowledge:  Healthcare professional billing.  Patient collections; state and federal regulations regarding compliance, patient privacy and ethical billing and collection practices, collection agency models.  Self-pay payment processing, credit balances and refunds.  Thorough understanding of the revenue cycle and how the various components work together. 

Skills: Excellent verbal/written communication skills.  Strong presentation skills.  Proven track record of leadership ability.  Results oriented with a proven track record of accomplishing tasks and building high-performing teams.  Project Management.  Strong interpersonal and organization skills.  Service-oriented/customer-centric.  Microsoft Office.  Strong computer literacy skills.

Equipment Operated: Mainframe billing software (e.g., Cerner, Epic, IDX) experience highly desirable.  Microsoft skills required (i.e., Excel, Power Point). 

Benefits Highlights:

• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• Tuition Reimbursement after 1 year of employment

If you meet the above requirements and are looking for a rewarding career, please take a moment to share your background with us by applying online.  Independence Physician Management offers competitive compensation commensurate with experience and benefit programs including medical, dental, life insurance, and 401(k).

Independence Physician Management is not accepting unsolicited assistance from search firms for this employment opportunity.  Please, no phone calls or emails.  All resumes submitted by search firms to any employee at IPM via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Independence Physician Management.  No fee will be paid in the event the candidate is hired as a result of the referral or through other means.

Universal Health Services, Inc. 

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $11.6 billion in 2020. In 2021, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; in 2020, ranked #281 on the Fortune 500; and listed #330 in Forbes ranking of U.S.’ Largest Public Companies. Headquartered in King of Prussia, PA, UHS has 89,000 employees and through its subsidiaries operates 26 acute care hospitals, 334 behavioral health facilities, 39 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 38 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

EEO Statement

 All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success.

 Notice

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skillset and experience with the best possible career path at UHS and our subsidiaries. We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc. If you are suspicious of a job posting or job-related email mentioning UHS or its subsidiaries, let us know by contacting us at: https://uhs.alertline.com or 1-800-852- 3449.

Salary : $0