Customer Service Manager, RCM

Johns Hopkins Medicine; Baltimore (MD); On-site; Full time

Job summary

Johns Hopkins Medicine seeks a Customer Services Manager for a vital role in managing Patient Financial Services. This position requires strong financial management skills and a commitment to providing exceptional service, directly impacting the patient experience. Candidates should have a relevant degree and several years of managerial experience in healthcare.

Benefits

Employee and Dependent Tuition Assistance

Full medical, dental, and vision plans

Retirement plans

Paid time off (PTO)

Bonus for Employee Referral Program

Qualifications

• 7 years of progressive financial experience and hospital receivables management.
• 4 years of direct management experience in a customer service department.
• Experience in patient accounting systems.

Responsibilities

• Manage daily operations of Patient Financial Services.
• Ensure patient service experience aligns with Johns Hopkins' reputation.
• Train team members to handle patient issues effectively.

Skills

Financial management

Customer service

Team building

Quality management

Education

Bachelor’s Degree in Accounting, Business Administration, Health Administration, Finance, or related field

Job description

Make our legacy your legacy. Come see why the Johns Hopkins Hospital is a world-renowned leader in patient care, serving the greater Baltimore community and patients from all across the globe. Our friendly and knowledgeable staff teams provide support throughout our many specialty departments and centers, from primary visits to emergency care.

What Awaits You?

• Diverse and collaborative working environment
• Affordable and comprehensive benefits package
• Employee and Dependent Tuition Assistance

The Revenue Cycle Management Customer Services Manager is responsible for managing, directing, and monitoring all operational aspects associated with daily operations within Patient Financial Services for the Health System and JHU Physician Billing. The Customer Service Manager (CSM) is required to ensure that all patients have a memorable service experience that represents the stellar reputation of The Johns Hopkins Health Systems and JHU Physician Billing. This person must understand the intricacies of the revenue cycle in addition to possessing excellent inter-personal skills. As manager of the Customer Service Team, they must be able to select team members with the same level of empathy and be able to train them to quickly identify the cause of patient issues and resolve them timely in a courteous and professional manner. This will require broad knowledge of all aspects of the revenue cycle. Diplomacy and tact are also required for this position. This position is responsible for establishing relationships with all levels of employees from registrars to C-level executives at all facilities within Johns Hopkins Medicine and be familiar with each institution’s computer environment and payer contracts. The CSM must also be familiar with and know how to work within a call distribution system for monitoring staff performance and reporting results.

Take a tour of our campus: https://www.youtube.com/watch?v=KnNaPzR-AEE

Hours:

Full time (40 hours)

Day Shift, Weekdays

Exempt

Location:

Johns Hopkins at Keswick

Baltimore, MD

Qualifications:

• Bachelor’s Degree in Accounting, Business Administration, Health Administration, Finance, or related field or 15 years of direct management experience in hospital receivables within an academic health system.
• A minimum of seven years of progressive financial experience, hospital receivables management
• experience, and Patient Accounting System(s) within a medical center or health system.
• A minimum of four years of direct management experience
• Experienced in the customer service department of a business office within a fast-paced environment.
• Experienced in using team building and quality management concepts to positively influence the work environment.

Our competitive Benefit Package is designed to support the well-being and financial security of our employees and includes:

• Full medical, dental, and vision plans,
• Retirement plans,
• Paid time off (PTO),
• Tuition reimbursement for you and your dependents,
• Earn up to $1,000 annually for practicing self-care with Healthy @ Hopkins
• Tell a friend and get paid! Ask about our Employee Referral Program Bonus!
• And more! Visit https://jhh.mybenefitsjhhs.com/

Important Notices:

***Effective January 1st 2022, you must be fully vaccinated with an FDA COVID-19 vaccination and provide proof of your vaccination status as part of your occupational health screening. Exceptions to the COVID-19 vaccination requirement may be granted to individuals for religious beliefs or medical reasons by following the proper protocols.Effective 6/1/23, employees at Johns Hopkins All Children’s Hospital, its affiliate locations and Florida State Residents are not required to obtain the COVID-19 vaccine. In the wake of the COVID-19 pandemic, the Johns Hopkins Health System remains committed to providing the highest quality care for our patients and our communities. We encourage you to explore our current opportunities.

***Authorization to Work in the United States:Applicants who require sponsorship now or in the future will not be considered for this position.

Salary Range: Minimum $37.87/hour - Maximum $66.28/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.

JHM prioritizes the health and well-being of every employee. Come be healthy at Hopkins!

Diversity and Inclusion are Johns Hopkins Medicine Core Values. We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.