Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.   

Provides operational guidance and support to assigned staff under the direction of the Director, disseminates policy/procedure updates, and supports coverage of other departmental divisions, as required.  Serves as technical advisor and resource to staff and the Director. 

Assists the Director in the development of associate work schedules and assignments to ensure cost effective staffing providing optimal workflow needs that meets customer requirements. 

Performs job-specific accountabilities of relief staff (85-90%+ of work time devoted to “online staff support”) or other job functions as assigned by the Director, or as required to meet customer expectations. 

In coordination with the Director may participate in the redesign of patient access processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes. 

Develops effective decision-making, communications and interpersonal relations to ensure a positive image of the Ministry Organization, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters: 

• Provides timely and professional follow-up to customer complaints and issues; and 

• Ensures problem resolution and corrective action for long-term solution, coordinating such effort across intra and inter-departmental channels. 

Provides function-specific training, including staff orientation and continuing education. 

Maintains work site in full operational order: 

• Orders supplies and other materials in compliance with budgetary constraints. 

• Maintains a neat, orderly work environment that denotes professionalism and efficiency; and 

• Develops job aides to assist the staff in performing work assignments. 

Assists the Director in the following activities: 

• Selection of employees based on potential contributions, departmental culture/needs and personnel policies.  Recommends allocation of resources based on scope of goals and priorities. 

• Provides input to employee’s performance.  

• Mentors and coaches associate to ensure positive outcomes; and 

Develops and communicates policies/procedures and other business documentation; conducts special studies and prepares key performance Indicators as they relate to the division (waiting/service times, accuracy, customer feedback, incident reporting, etc.). 

Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior. 

Other duties as needed and assigned by the Director.  

SKILLS AND ABILITIES REQUIRED:  

Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment.  Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.   

Maintains current knowledge of patient accounting processes and systems, regulatory and 3rd party payer issues and requirements. 

Ability to communicate and work with patients, physicians, associates, MO, CO and SSC leadership, multiple direct patient care providers and others to expedite the patient accounting process.  Strong communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers.   

Effective critical thinking, problem solving and decision-making skills. Strong quantitative and analytical abilities to process and display data.   

Ability to handle heavy workloads and short deadlines in a positive manner.  Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership. 

Must possess the ability to comply with Trinity Health policies and procedures.   

WORKING CONDITIONS AND PHYSICAL DEMANDS: 

In a normal workday, employee may sit 2-3 hours and/or walk 5-6 hours. 

Schedule must be flexible. 

Job requires occasional lifting/carrying approximately 40 lbs, and push patients in a wheelchair up to 440 lbs. 

Employee may be exposed to infectious diseases, hazardous waste, and chemicals. 

Job requires use of hands for repetitive actions, fine manipulations, and simple grasping. 

Must be able to see at a near visual acuity level. 

Must be able to speak. 

Must be able to hear speech. 

MINIMUM EDUCATION, LICENSURE, CERTIFICATION, AND EXPERIENCE REQUIRED:  

Must possess a demonstrated knowledge of patient access functions with attention to Billing & Following, Customer Service, Patient Access, Denial Management, Quality Assurance & Training, and/or Payment Posting.  Associate’s degree in business/management, Healthcare Administration, or other Healthcare discipline preferred.  Two or more years of current patient accounting experience with documentation of process success may substitute for education.   

Customer service background is required.  Working knowledge of computer operations and electronic interfaces is required.  Formal software course training is preferred.  

Must be comfortable operating in a collaborative, shared leadership environment.