Providence Health & Services Director Call Center Support PSJH in Alaska
Providence St. Joseph Health is calling a Director Call Center Support. This position works 100% remotely and is open to candidates residing in Alaska, Washington, Montana, Oregon, or California.
Applicants that meet qualifications will receive a text with additional questions from our Modern Hire system.
We are seeking a Director Call Center Support who will lead a shared service unit supporting all PH&S markets at an enterprise level. Our objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (Know me, Care for me, Ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.
The leader in this position provides operational leadership to the team responsible for compliance, training, quality assurance, workforce management, reporting, and customer support coordination for the Customer Support teams within Revenue Cycle. Additionally, this leader has responsibilities for dunning cycle oversight and overall health of patient AR aging ultimately acting as a liaison and a collaborative partner with upstream Revenue Cycle partners such as the Financial Counseling and PFS departments in efforts of improving Patient Experience and optimal financial performance.
In this position you will have the following responsibilities:
Lead a team of Managers and staff that offers operational support to call center operations.
Oversee training, quality, and compliance program delivering caregiver training and standardization: development and continuous improvement of scripts and other tools to help team members achieve consistent results.
Oversight responsibilities for creating, implementing, and maintaining training materials/SharePoint sites, and all policies/procedures used by the Revenue Cycle Customer Support teams.
Manage content and updates to Compliance and quality program content, tracking and trending.
Is responsible for Workforce Management functions and call center support lines to include screening, interviewing, and scheduling staff.
Support operations with generating/delivering metrics that monitor the work of individual representatives and of the overall team performance.
Oversee / Perform call center & patient yield reporting, forecasting and trending metrics.
Report on defined operational performance and prepare for regular leadership reviews, presenting and guiding stakeholders through results.
Analyze past results, perform variance analysis, identify trends, and make recommendations for improvements.
Identify and collaborates on process improvements, including the creation of standard and ad-hoc reports, tools, and Excel dashboards.
"Responsible for dunning cycle oversight and overall health of aging
Develops and maintains trending reports that effectively forecast bad debt and charity transaction levels managing to budget.
Identify & escalate patient AR delays such as pending charity, bad debt, failed follow-up, and file errors.
Oversee and support flow for special accounts including high dollar/ large balance, payment plan defaults and internal bad debt accounts.
Review potential bad debt accounts to determine suitability for outside collection efforts or bring to final resolution.
Ensure that adjustments are signed based upon established approval / authority guidelines."
Required qualifications for this position include:
Bachelor's Degree in Business or related field 5 years of related experience -OR- 10 of equivalent education/experience.
5 years Leadership experience.
3 years Healthcare or Information Services experience.
2 years Hands on experience in an Epic environment.
About the department you will serve.
One Revenue Cycle (ORC) is the name adopted to reflect the Providence employees who work throughout Providence in revenue cycle systems and structures in support of our family of organizations across Alaska, California, Montana, New Mexico, Oregon, Texas and Washington. ORC’s objective is to ensure our core strategy, One Ministry Committed to Excellence, is delivered along with the enhanced overall patient care experience (know me, care for me, ease my way) by providing a robust foundation of services, operational and technical support, and the sharing of comprehensive, relevant, and highly specialized revenue cycle expertise.
We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit
As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.
Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.
Job Category: Non-Clinical Director/Executive
Other Location(s): Montana, California, Washington, Oregon, Alaska
Req ID: 323597