Coordinating Manager - Level B (Telephonic Financial Counseling Manager)

NYC Health + Hospitals; New York (NY); Presencial; USD 90.000 - 110.000; Jornada completa

Descripción de la vacante

NYC Health + Hospitals seeks a supervisor for the Telephonic Financial Counseling team to oversee day-to-day operations, monitor call flows, and ensure efficient financial counseling for uninsured or underinsured patients. You will supervise managers, build reporting templates, and coordinate with departments to optimize workflow.

The role emphasizes training, performance monitoring, and adherence to policies while maintaining patient-centered service across NYC’s health system.

Formación

• Master’s or Bachelor’s degree with health care experience.
• Equivalent combination of education, training and experience acceptable.
• Experience in health care settings preferred.

Responsabilidades

• Supervise Telephonic Financial Counseling team.
• Monitor inbound/outbound calls and queues; report metrics.
• Support managers in daily operations of counseling team.
• Develop templates and tools to track progress and decisions.
• Coordinate with hospital departments for process improvement.

Conocimientos

Customer service

Staff supervision

Training staff

Communication skills

Educación

Master’s Degree

Bachelor’s Degree

High School diploma or equivalent

Herramientas

EPIC

PeopleSoft

Cisco Finesse

Descripción del empleo

Marketing Statement

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

Marketing Statement

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Duties & Responsibilities

SUMMARY OF DUTIES AND RESPONSIBILITIES: This position is responsible for supervising the Telephonic Financial Counseling Team, which is responsible for screening uninsured or underinsured patients and enrolling them in health insurance coverage or financial assistance over the phone through inbound or outbound calls or other referral pathways. The primary responsibility is to oversee the day to day operations of the team including monitoring the flow of both inbound and outbound calls by the Telephonic Financial Counselors, identifying and troubleshooting issues, monitoring key indicators, and completing monthly reports.

The identification of tasks and responsibilities below are not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to the position within the revenue cycle process.

• Supervise Telephonic Financial Counseling team
• Responsible for supervising the Assistant Coordinating Managers who in turn supervise the day to day operations of the Telephonic Financial Counseling Team, which is responsible for screening uninsured or underinsured outpatients to identify health insurance or financial assistance eligibility
• Monitor work queues and Department Appointments Report DAR related to the Telephonic Financial Counseling team
• Support the Telephonic Financial Counselors Assistant Coordinating Managers to manage financial counseling workflows
• Develop and maintain templates and tools to track project progress, drive decision making, and facilitate communication.
• Create and manage reports of staff performance and productivity
• Knowledgeable of NYC Health + Hospitals’ financial counseling and financial assistance policies and procedures
• Provide training and monitor performance of staff on all elements of financial counseling operations
• Prepare monthly staffing schedules to ensure proper coverages at all times. Monitor Time and Leave Request for the team.
• Utilize PeopleSoft to assess and report staff performance and competency
• Prepare and present metrics being tracked for process improvement
• Ensure staff compliance with Annual In-service requirements.
• Serve as a liaison with hospital support departments including but not limited to outpatient clinics, social work and emergency department.
• Facilitate interactions with other departments when necessary
• Conducts and attend all necessary training sessions to effectively perform the day-to-day functions of the position
• Perform other Miscellaneous Clerical functions such as: Follow up calls, fax, e-mail etc
• Perform all other duties, as assigned by Director

Minimum Qualifications

• Master’s Degree from an accredited college or university; and one (1) year of full-time experience in a health care setting; or
• Bachelor’s Degree from an accredited college or university; and two (2) years of full-time experience in a health care setting; or
• A satisfactory equivalent combination of education, training and/or experience, in which each year of relevant training and/or experience can be substituted for 30 semester credits from an accredited college or university. However, all applicants must at least have a High School diploma or its educational equivalent, approved by a State’s Department of Education or a recognized accrediting organization.

Department Preferences

• Valid Certified Application Counselor (CAC) certification preferred
• Printer
• Fax machine
• Scanner
• Registration, billing and collections and financial counseling workflows and modules in EPIC
• Customer service
• EPIC
• Cisco Finesse