Director, Customer Service

University of Arkansas at Little Rock; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Operations Manager to lead their collections and customer service teams. This role involves overseeing daily operations, enhancing efficiencies, and fostering a collaborative work environment. The ideal candidate will possess a strong background in healthcare administration and management, with a focus on improving patient care and operational workflows. Join a team that values teamwork and diversity, and contribute to impactful healthcare initiatives that benefit the community. If you are a proactive leader with a passion for excellence, this opportunity is perfect for you.

Benefits

Medical, Dental and Vision plans

Holiday, Vacation and Sick Leave

Education discount for staff and dependents

Retirement matching up to 10%

Basic Life Insurance

Career Training and Educational Opportunities

Merchant Discounts

Concierge prescription delivery

Qualifications

• Bachelor's degree required with 5+ years in hospital accounting or collections.
• Strong communication and management skills are essential.

Responsibilities

• Oversee daily operations of collections and customer service.
• Supervise staff, conduct evaluations, and manage workflows.

Skills

Management Skills

Communication Skills

Problem Solving

Staff Motivation

Education

Bachelor’s Degree in Business or Healthcare Administration

Tools

Epic

Job description

Current University of Arkansas System employees, including student employees and graduate assistants, need to log in to Workday via MyApps.Microsoft.com, then access Find Jobs from the Workday search bar to view and apply for open positions. Students at University of Arkansas System two-year institutions will also view open positions and apply within Workday by searching for “Find Jobs for Students”.

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Closing Date: 04/30/2025
Type of Position: Management - Operations
Job Type: Regular
Work Shift: Day Shift (United States of America)
Sponsorship Available: No
Institution Name: University of Arkansas for Medical Sciences

The University of Arkansas for Medical Sciences (UAMS) has a unique combination of education, research, and clinical programs that encourages and supports teamwork and diversity. We champion being a collaborative health care organization, focused on improving patient care and the lives of Arkansans.

UAMS offers amazing benefits and perks (available for benefits eligible positions only):

• Health: Medical, Dental and Vision plans available for qualifying staff and family
• Holiday, Vacation and Sick Leave
• Education discount for staff and dependents (undergraduate only)
• Retirement: Up to 10% matched contribution from UAMS
• Basic Life Insurance up to $50,000
• Career Training and Educational Opportunities
• Merchant Discounts
• Concierge prescription delivery on the main campus when using UAMS pharmacy

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply link/button.

The University of Arkansas is an equal opportunity institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of any category or status protected by law, including age, race, color, national origin, disability, religion, protected veteran status, military service, genetic information, sex, sexual preference, or pregnancy. Federal law prohibits the University from discriminating on these bases. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University's Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights.

Persons must have proof of legal authority to work in the United States on the first day of employment.

All application information is subject to public disclosure under the Arkansas Freedom of Information Act.

For general application assistance or if you have questions about a job posting, please contact Human Resources at [e-mail].

Department: FIN | CORE Centralized Clinical Billing

Summary of Job Duties: Under the general guidance of the departmental Senior Director, this position is responsible for the day to day operations of the SBO Collections, SBO Customer Service, and CUMG Customer Service/Collections. SBO areas include combined Hospital and Physician billing and balances.

Qualifications:

• Bachelor’s Degree in Business, Healthcare Administration, or related field plus five (5) years of experience in hospital patient accounting, collections, or customer service and five (5) years of management/supervisory experience.
• Must have excellent communication skills, both oral and written.
• Must be able to recognize and proactively address areas where efficiencies within CCBO may be improved with modifications to technology or workflows.
• Must have excellent skills in motivating staff and addressing personnel issues.

Additional Information:

• This position is responsible for supervision of staff including hiring, terminations, disciplinary actions and annual evaluations; completes monthly review of quality and productivity of each employee’s work, provides timely individual feedback to employees as needed, and provides documentation on all disciplinary issues; participates in monthly staff meetings providing group feedback, direction and policy review, and communicates new information that will impact the unit.
• Reviews timekeeping of all staff on a weekly basis. Participates in ongoing training, development, communication and implementation of policies and procedures.
• Provides direction and training to staff related to Epic upgrades or changes in processes.
• Maintains oversite of the DFA process for both SBO and CUMG, including but not limited to timelines, extracts, write-offs, and all other pieces.
• Responsible for working patient complaints along with various other departments within UAMS, including General Council, RISK, and patient safety.
• Identifies ways to streamline collections and customer service processes while following legal and collection guidelines.
• Serves as a Subject Matter Expert and participates in the RFP process for new vendor selections, testing, implementations and go live events.
• All duties will be performed in accordance with the UAMS Core Concepts of Patient and Family Centered Care set forth by UAMS. These core concepts allow for an approach to health care that shapes policies, programs, facility design and staff day-to-day interactions, leading to better health outcomes, wiser allocation of resources, and greater patient and family satisfaction. The core concepts of patient and family centered care consist of Dignity & Respect, Information Sharing, Participation, and collaboration.
• Demonstrates the ability to create an atmosphere which motivates employees to work at optimal efficiency. Position serves as a role model for staff and fulfills both the general and role specific job duties.
• Staff supervision to include hiring, terminations and disciplinary actions; completes annual evaluations, monthly review of quality and productivity of each employee’s work and provides timely individual feedback to employees; provides documentation on all disciplinary issues.
• Participates in monthly staff meetings providing group feedback, direction and policy review; communicates new information that will impact the unit. Reviews timekeeping for staff on a weekly basis.
• Participates in ongoing training, development, communication and implementation of policies and procedures. Provides direction and training to staff related to Epic upgrades or changes in processes. Monitors productivity and quality of the staff and recommends additional training when necessary.
• Adheres to CCBO and UAMS standards for professional dress and conduct in the performance of all duties.
• Works with collection agencies to resolve any disputes with the patient; ensures agencies are adhering to contracts and billing/invoicing to UAMS is accurate.
• Serves as a subject matter expert for all collections and customer services processes; looks for ways to make both areas more efficient in their daily operation.
• Updates and creates new policies and procedures to ensure they are as efficient as possible and follows all legal requirements.
• Participates in the selection process for new collection vendors through the RFP processes, implementation, testing, and go-live of new vendors.
• Supervises the annual DFA processes for both CUMG and SBO.
• Works patient complaints both within CCBO and other departments within UAMS.
• Ensures staff is following all current HIPAA guidelines when speaking to patients and mails copies to the patients.
• Maintains responsibility for SBO, CUMG, BH Venture, and OP Retail Pharmacy Collections and Customer Service. Works with the Director of Cash to make sure payments are applied correctly and in a reasonable timeframe.
• Ensures workflows and legal requirements are followed as they relate to Medicare and Medicaid Bad Debt procedures for patient liability.
• Stays abreast of changes, updates, requirements, etc.
• Other duties as assigned.

Salary Information: Commensurate with education and experience

Required Documents to Apply: List of three Professional References (name, email, business title), Resume

Optional Documents: Cover Letter/Letter of Application, Letters of Recommendation, Proof of Veteran Status
Special Instructions to Applicants:

Recruitment Contact Information:

Please contact [e-mail] for any recruiting related questions.

All application materials must be uploaded to the University of Arkansas System Career Site here.

Please do not send to listed recruitment contact.

Pre-employment Screening Requirements: Criminal Background Check

This position is subject to pre-employment screening (criminal background, drug testing, and/or education verification). A criminal conviction or arrest pending adjudication alone shall not disqualify an applicant except as provided by law. Any criminal history will be evaluated in relationship to job responsibilities and business necessity. The information obtained in these reports will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Constant Physical Activity: Hearing, Manipulate items with fingers, including keyboarding, Sitting, Talking
Frequent Physical Activity: Grasping, Standing, Walking
Occasional Physical Activity: Crouching, Kneeling, Lifting, Pulling, Pushing, Reaching
Benefits Eligible: Yes