Manager of Patient Inquiry (Hybrid Remote Opportunity)

• Supervise, assign, and direct the activities of all personnel in Patient Inquiry.
• Determine work flow, employee instructions and adherence to policy and procedures of the Hospitals, the department and any governing agencies (including but not limited to Board of Health, JCAHO, Illinois Department of Public Aid, Medicare) as they relate to general hospital information; remain current on all required policies and procedures for the Hospitals and for the major insurance carriers as they relate to billing and collection of patient accounts; remain knowledgeable on all bargaining unit contracts covering staff in the department
• Evaluate annually the performance of the supervisory personnel of the above areas and clerical staff as per bargaining unit contracts covering staff in the department
• Participate in the interviewing selection, orientation, and evaluation of employees under the designated areas of responsibility and initiate actions as necessary and according to Hospitals policies and bargaining unit contracts
• Review, develop, recommend and implement goals and objectives for the department; ensure that area/staff meet goals set for the department; suggest methods to improve productivity/work flows to meet department goals
• Develop departmental policy, procedure, standards, and operating manuals and assure supervisory and clerical staff implementation; ensure that all employees are informed of current and updated policies and procedures; review and regularly update internal controls for both management and clerical work
• Remain current and knowledgeable on financial systems and work flows as they affect patient accounts; advise management on problems or changes needed to systems to maximize efficiency or improve patient relations
• Maintain patient confidentiality as required by Hospitals policy and industry/legal standards
• Acknowledge and support Hospitals defined goals and approach to patient care; attend regular training sessions and management classes to improve patient and customer communications
• Collect and collate statistical data and graphs for required management reports relating to task performance and productivity
• Investigate complaints and suggestions regarding patient account processing, and initiate a follow up with the customer complaint area
• Assist in the intra and interdepartmental quality assurance program; make recommendation to address any problems/concerns identified; help to develop appropriate educational and training programs to address the problems/concerns in conjunction with the departmental training team

• Deliver Results – you identify issues, problems and opportunities; pro-actively recognize the need for improvement. You work with others to develop a sense of common purpose; understand different perspectives on issues; gathers and examines information available. You generate alternatives - Create relevant options, including financial and resource implications, for addressing problems and opportunities. You select appropriate action - Formulate clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option. You commit to implementation and work with a sense of urgency and a bias for action to implement the decision.
• Embrace Change – you treat change and new situations as opportunities for learning or growth; identifies the benefits and risks of change. You quickly modify behavior to deal effectively with changes; remains effective during times of ambiguity and uncertainty. You honor the need in others to ask questions; helps others overcome resistance.
• Act with Courage & Conviction – you look at interactions, activities and processes to maximize the patient, customer and employee experience; speaks up for point of view with confidence even when the topic is controversial; shares point of view in a manner that builds support. You alert the right person when expectations or standards are not met or when UCMC’s values are at risk. You ensure proper resolution is achieved and an explanation is received; escalates appropriately if needed.
• Communicate with Impact – you focus on the message of others, provide undivided attention, and defer judgment. You convey messages logically, simply, and with confidence. You check for understanding by asking questions, seeking clarity and responding accordingly

• High school diploma required
• Three to five (3-5) years prior supervisory/management experience in a patient accounts department
• Management skills of planning, organizing, managing, controlling, and staffing; ability to adjust readily to change
• The ability to get things performed through, with, and by people; dependable, reliable and able to maintain good interpersonal relationships
• Strong communication skills required; ability to impart knowledge of procedures and techniques; ability to educate and train new and existing personnel
• Experience in dealing with employees covered by bargaining unit contracts preferred
• Prior Customer Relations Training and Patient Compliant experience required

• Associate or bachelor’s degree preferred; or an experiential equivalency
• Project Management and Excell skills are strongly preferred

• Job type: Full-Time (1.0FTE)
• Shift: Days - 8am-4:30pm M-F No weekends
• Department/Unit: Patient Inquiry, Patient Accounts
• Location: Burr Ridge - Required 1 day onsite per week or more as needed
• CBA Code: Non-Union

________

Bring your career to the next level at a hospital that is thriving; from patient satisfaction to employee engagement, we are at the Forefront of Medicine. Take advantage of all we have to offer and #BringYourPassiontotheForefront.