Manager, ARO Operations

About the Role

Impact you will make

Organize and manage the daily activities for team of AR Follow-Up Representatives. The Manager I role will be responsible for selecting talent, onboarding, training and growing associates to the next level. This role will also be accountable for quality assurance, productivity metrics and the performance management of their team. They will need operational expertise and possess the ability to navigate multiple patient accounting applications. Clearly understands workflow management, resource allocation, departmental reporting, quality/production evaluation, financial planning, and interviewing. Responsible to participate in, identify and lead initiatives that support assigned goals and overall business unit objectives. May also be responsible to supervise associates at the Associate Lead or Lead level.

What you will do

• Supervise the on-going operations of the team according to company policies/procedures and ensures reliable, high quality customer service. Viewed as the "go-to-person" with certain expertise in their business area with working knowledge of other department processes and functions
• Manage workflow to establish schedule, monitor quality, quantity, and general work standards.
• Consistently make recommendations for resource allocation
• Fully understand the business requirements of the supported unit and may be required to create business requirements
• Interview applicants for positions, assess and deliver training needs of team, prepare performance reviews, handle more complex corrective counseling issues, and maintain associate records
• Make salary recommendations for their team and handle employee issues. Establish associate performance development plans and conduct in-depth performance discussions
• Provide support, guidance, stronger leadership and motivation to promote maximum performance
• Be accountable for monthly statistics and planning/forecasting go-forward resource allocation needs
• Continually seek out process improvements, recommend solution to improve departmental productivity, efficiency and quality of service
• Research, analyze, and provide solutions to resolve complex client and associate issues.
• Provide guidance to Associate Leads and Leads
• Administer company personnel policies in all areas and follows company guidelines on staffing standards and training recommendations
• Act as the subject matter expert on initiatives that impact the business unit by providing expertise in process and system knowledge
• Ensure compliance with applicable state and federal laws and regulations.
• Maintain an adequately trained staff to handle current production goals within department; monitor and ensure that the daily production goals and quality of work are being achieved by the staff
• Perform daily and weekly QA audits to ensure accounts are worked in accordance with client work standards and project objectives (e.g., No Activity, Aging, Cash Recovery)
• Provide coaching and development daily through informal observation and formal monitoring. This includes monitoring telephone calls, voice and emails and conducting side-by-sides. Complete and maintain required documentation regarding performance and training/development needs. Review documentation with staff members
• Work collaboratively with leadership and other team members to confirm, challenge or provide trending and solutions
• Serve as liaison between internal team and client staff, when needed, to resolve accounts
• Create client reports and lead client calls
• Review output of team and determines appropriate assignment of KPI targets
• Meet with each member of the team regularly to provide coaching and continuous feedback
• Responsible for proactively addressing training and skill gaps by creation of and delivery of training
• Understand cross-functional teams and looks for opportunities to enhance and integrate processes
• Integrates experience into team process and performance

What you will bring

• 7+ years of healthcare experience
• 4+ years of experience in people management
• Medicaid, Medicare, and/or Commercial billing experience
• Proven ability to be innovative, coach/lead associate's, proactively address concerns, (business and associate) maintain departmental quality standards
• Skill in the areas of motivation, team building, problem-solving, and analyzing data
• Demonstrated ability to work in a team environment, with strong interpersonal and negotiation skills. Consistent performer utilizing engagement and diplomacy skills to achieve required results
• Knowledge of computers for data processing, spreadsheets and word-processing
• Strong command of systems, procedures and principles relating to the business environment as well as demonstrated acumen in other areas of healthcare business
• Innovative and creative approach to problem solving, planning and implementation
• Proven ability to effectively coach, influence and build rapport with internal and external customers
• Demonstrated ability to maintain confidentiality in all matters relating to the position, including but not limited to performance, development needs, personnel actions and departmental objectives
• Detailed understanding of healthcare insurance follow-up processes, including resolving non-paid, denied, under-paid, and rejected claims
• Established understanding of HIT systems like EPIC, Paragon, Cirius, Zirmed or other billing systems
• Coaching and development skills with the ability to organize activities for a productive team and lead effectively with time and project management skills
• Strong problem-solving skills with the ability to research complex information, create insights, communicate recommendations and implement appropriate solutions
• Excellent communication skills both verbal and written
• Demonstrated ability to work in a fast-paced multitasking regulatory, technical and administrative environment
• Demonstrated ability to maintain confidentiality in all matters relating to the position, including but not limited to performance, development needs, personnel actions and departmental objectives

What we would like to see

• Bachelor's degree in a related field
• Certification in billing or medical coding