Manager Customer Care - Physicians' Billing

General Summary of Position
MedStar Health is actively recruiting for a Manager Customer Care to join our Physicians' Billing team. Serves as one of the primary leadership team members for the MedStar Health Customer Service call center within MedStar Unified Revenue Cycle Organization (MURCO). Manages and directs the team which responds to all patient inquiries (both written and oral) as well as patient disputes and complaints concerning a multitude of issues. Effectively manages and maintains expert knowledge of the contact center phone system. Manages the review and analysis of reports related to the contact center operations. Ensures effective contact center operations and coordinates implementation of new call center services. Oversees incoming patient inquiries (telephone, email and written) and is responsible for making sure the team resolves these issues in a timely fashion. These functions are performed in accordance with all applicable laws and regulations and MedStar Health and MURCO's philosophy, policies, procedures and standards.
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Minimum Qualifications

Education

• Bachelor's degree in Accounting, Finance, Communications, Hospitality, Business Administration or related field required
• One year of relevant education may be substituted for one year of required work experience

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Experience

• 5-7 years Experience in patient accounting, customer service, call center leadership, or related field, or 3-4 years successful leadership experience required
• Knowledge of medical terminology and payer billing required
• One year of relevant professional-level work experience may be substituted for one year of required education

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Knowledge, Skills, and Abilities

• Excellent interpersonal communication (verbal and written) and customer service skills, proven telephone and customer service etiquette, ability to perform in high pressure environment, ability to manage a diverse staff effectively and professionally, exemplify respect in all communications with customers and staff, knowledge of the development and maintenance of a contact center environment, decision making, process improvement, staff development. Manager will need the ability to work 100% remotely and work outside of scheduled core hours

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This position has a hiring range of $70,428 - $131,310
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