Cedars-Sinai is one of the largest nonprofit academic medical centers in the U.S. with 886 licensed beds, 2,100 physicians, 3,000 nurses and thousands of other healthcare professionals and staff. Clinical programs range from primary care for preventing, diagnosing and treating common conditions to specialized treatments for rare, complex and advanced illnesses.
Right now, our Patient Financial Services team is looking for an Associate Director to join & help lead their Customer Service unit!
What will you be doing in this role?
Through effective leadership, visionary enterprise and process improvement skills, the Associate Director will manage the Customer Service Department, which includes all oversight related to all Patient/Guarantor contact related to both Hospital and Physician Billing for the Medical Center, Marina Del Rey Hospital, and the Medical Delivery Network.
Duties include but are not limited to:
Managing and providing optimization of systems and workflow over Patient/Guarantor contact- CS Link (Epic EMR system), IVR, Dialer, and Statements.
Required to build and manage working relationships with internal staff, external staff, provide reporting and feedback to PFS, QA, and PBS.
Delivers a shared service across the organization that exceeds stakeholder's expectations - PBS, Telecom, EIS.
Ensures accurate and timely communication to all parties.
Maintain knowledge of Current Trends and Regulatory changes impacting HealthCare, Patient Communications, and Collection Efforts.
Supervises 2 managers, 3 Supervisors, 2 Leads/Analysts and a team of roughly 32 staff.
Manages department to exceed performance targets for Abandonment Rate, Customer Satisfaction, Wait Time and other metrics.
Develop and Oversee Committees/Work Groups as necessary to address issues as they arise and manage key applications in use - Epic, IVR, Cisco Dialer, CRM.
Providing healthcare for more than 100 years, Cedars-Sinai has evolved into one of the most dynamic and highly renowned medical centers in the world. Along with caring for patients, Cedars-Sinai is a hub for biomedical research and a training center for future physicians and other healthcare professionals. This attracts exceptional talent to Cedars-Sinai, including world-renowned physician-scientists who seek a place where they can both conduct research and see patients--the ideal formula for discovery and its translation into cures. Our patients benefit from access to doctors at the top of their fields, and our researchers have an ideal community in which to study the impact of healthcare challenges, and reflect that knowledge in their research. The greater Los Angeles area in which Cedars-Sinai resides possesses unparalleled cultural and ethnic diversity which offers outstanding opportunities for translational and clinical research... and a dynamic environment for medical education.Although community based, Cedars-Sinai is a major teaching hospital affiliated with the David Geffen School of Medicine at the University of California, Los Angeles (UCLA). Cedars-Sinai has highly competitive graduate medical education programs in more than 50 specialty and subspecialty areas, a graduate program in biomedical sciences and translational medicine, a clinical scholars program directed towards junior physicians with aspirations to become clinical scientists, and post graduate training opportunities.There are more than 250 full-time faculty members at Cedars-Sinai. The voluntary medical staff, comprised of more than 2,200 specialty board-certified or board-qualified physicians, represent all of the specialties and subspecialties and collaborate with full-time medical staff in the teaching responsibilities of the graduate medical education programs.