General information

Job Title

Patient Call Center Manager | Desert Radiology | Palomino | 15219

Functional Area

Front Office - Patient Services

City

Las Vegas

Work Location Type

On-site

State

NV

Employment Type

Full-time (30+ hrs/week)/FULLTIME

Description & Requirements

Position Description & Requirements

PRACTICE OVERVIEW

Desert Radiology is committed to serving patients with prompt, quality healthcare. Founded in 1966, Desert Radiology has grown with the Southern Nevada community to become the area's chief resource for the highest quality diagnostic care. Our staff of radiologists, technical and support teammates promote a reassuring environment that relieves concerns and results in the best possible experience for our patients. Desert Radiology works closely with local area hospitals to deliver leading-edge diagnostic and interventional imaging. We are proud to partner with numerous Nevada hospitals. It is the combination of compassion, expertise and a commitment to providing the latest imaging technology that makes Desert Radiology the premier choice for outpatient imaging procedures.

POSITION SUMMARY

Desert Radiology in Las Vegas, Nevada is seeking PCC Manager that will be responsible for coordinating the functions of the PCC Call Center. This role supervises and participates in the workflow process of the Scheduling, Eligibility, Quality and Prior Authorization functions within the Patient Care Center. This person must promote effective communication and performance of duties to support the clinical services and administrative duties of the department and clinics, as well as ensure excellent customer service by way of complete and accurate patient documentation, ongoing employee training and allocation of resources.

POSITION DUTIES AND RESPONSIBILITIES

• Serve as a key responsible person in the management of the PCC staff. Serves as the initial contact for department-specific issues.

• Produce operational reports.

• Oversee all appointment scheduling activities for all sites; ensure that clinics are scheduled according to protocol and that clinic schedules are set in collaboration with approved schedules.

• Maintain a current understanding of clinic operations and procedures.

• Assess department needs and manage the development of PCC Policies and Procedures

• In collaboration with the Pre-Imaging Director, conduct personnel activities to include hiring, training, evaluating, disciplinary actions, and other personnel actions as required.

• Forecast volumes of calls and staffing requirements.

• Makes necessary changes in staffing based on day of week, clinical load, other anticipated events.

• Monitors productivity of patient service representatives and generates reports.

• Reviews data to monitor the length of time customers remain on hold.

• Compile work volume statistics for accounting purposes and keep records of client service requests and complaints. Determines work procedures, prepares work schedules, and expedites workflow.

• Studies and standardizes procedures to improve efficiency of staff.

• Maintains collaboration among staff and resolves grievances.

• Prepares reports for review.

• Manages the staff and is responsible for overall direction, coordination planning, assigning and directing work.

• Perform other Duties as assigned by the Pre-Imaging Director.

DESIRED PROFESSIONAL SKILLS AND EXPERIENCE

• This position calls for a highly organized individual as their role will require self-direction, flexibility, and a capacity to give and receive feedback graciously. The Patient Scheduling Manager should possess the following professional qualifications and personal attributes:

• Knowledge of health care insurance practices to include regulations, billing, and coding requirements

• Knowledge of scheduling procedures, paperwork processing requirements, and various insurance coverages

• Knowledge of CPT and ICD-10 coding, authorization and eligibility practices

• Knowledge of medical terminology

• Knowledge of scheduling and eligibility software

• Knowledge of and experience in using office equipment including telephone, fax, computer and photocopier

• Knowledge of and experience in using radiology-related computer systems (RIS)

• Advanced knowledge of customer service concepts and techniques

• Ability to pay close attention to detail for extended periods of time.

• Ability to apply good judgment and problem-solving skills.

• Ability to communicate clearly and effectively in person, in writing and on the telephone.

• Ability to use interpersonal skills to effectively interact with physicians, other facility staff, patients and families when providing instructions or responding to questions or exchanging patient-related information

• Ability to organize and prioritize tasks effectively

• Ability to read, understand and follow oral and written instructions.

• Ability to file correctly by alphabetic or numeric system

• Ability to maintain confidentiality of patient record information

• Ability to appropriately manage staff and provide leadership, coaching and performance management to the PCC Scheduling Supervisors and their teams

REQUIREMENTS

• Minimum three years demonstrated proficiency in Scheduling, Eligibility and/or Prior Authorization

• Strong verbal and written communication skills

• Minimum three years of demonstrated success in leadership of teams in a Healthcare environment

PHYSICAL AND MENTAL DEMANDS

Position requires sitting for six to seven hours per day; eye-hand coordination and finger dexterity; ability to view computer screens for long periods and hear within normal range; ability to transfer patient files from one area to another. Position may be stressful at times due to workload and/or dealing with difficult patients.

Radiology Partners is an equal opportunity employer. We believe in creating and celebrating a culture of belonging and are committed to creating an inclusive environment for all teammates.

The salary range for this position is $65,000 - $70,000. Final determinations may vary based on several factors including but not limited to education, work experience, certifications, geographic location etc. This role is also eligible for an annual discretionary bonus. In addition to this range, Radiology Partners offers competitive total rewards packages, which include health & wellness coverage options, 401k benefits, and a broad range of other benefits such as family planning and telehealth (all benefits are subject to eligibility requirements).

Radiology Partners is an equal-opportunity employer. RP is committed to being an inclusive, safe and welcoming environment where everyone has equal access and equitable resources to reach their full potential. We are united by our Mission to Transform Radiology and in turn have an important impact on the patients we serve and the healthcare system overall. We hold that diversity is a key source of strength from which we will build a practice culture that is inclusive for all. Our goal is to empower and engage the voice of every teammate to promote awareness, compassion and a healthy respect for differences.

CCPA Notice: When you submit a job application or resume, you are providing the Practice with the following categories of personal information that the Practice will use for the purpose of evaluating your candidacy for employment: (1) Personal Identifiers; and (2) Education and Employment History.

Radiology Partners participates in E-verify .