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As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

905 Elmgrove Rd, Rochester, New York, United States of America, 14624

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

910401 Patient Self-Pay Services

Work Shift:

UR - Day (United States of America)

Range:

UR URG 109 H

Compensation Range:

$26.90 - $37.66

_The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._

Responsibilities:

GENERAL PURPOSE

Assists with the administrative management of the customer service programs for the hospital and professional service area(s). Supervises, guides and coordinates the day to day activities of the team responsible for patient inquiries and self pay collections processes for both hospital and professional service area(s). Assists with the development of policies and procedures that will ensure standardization and compliance and seeks to continually improve service to both the institution and the patient. Assists in the implementation of goals and objectives for staff, and ensures ongoing accountability.

ESSENTIAL FUNCTIONS

+ Assists leadership to develop and execute annual work plan, goals, objectives, priorities, and operating policies. Acts as authority and ensures the seamless operations of the contact center during the absence of the Manager. Establishes metrics, drives excellence, and underscores key performance indicators to staff via weekly scorecards. Ensures staff understand how individual performance impacts the vision and mission of the University's goals. Measures internal controls to ensure the highest level of service is delivered. Develops and continually improves the department’s quality assurance program.

+ Makes wage and salary recommendations. Coaches staff to meet and exceed individual and team goals. Maintains time records, approves time off, and monitors attendance to ensure proper staff coverage. Performs timely completion and delivery of introductory and annual performance appraisals. Drives employee engagement and morale by inspiring staff through reward and recognition programs. Cultivates employee engagement and regularly solicits feedback from employees. Leads monthly one-on-one meetings with staff and bi-weekly team meetings. Conducts periodic performance reviews. Accurately assesses employees' strengths and development opportunities. Provides timely and specific feedback to improve performance. When necessary, initiates action to ensure retraining, discipline, and or improvement plans are completed.

+ Plans, organizes, and administers the day-to-day operations. Monitors key reports and metrics on a daily basis. Understands the data presented and promptly and independently takes corrective action, as needed. Uses information received in analysis for continual process improvement, training opportunities, system upgrades/purchases, etc. Assesses trends and makes necessary adjustments to staffing. Ensures timely completion of outbound calls, emails, staff worklists, daily/weekly projects, and all other work assignments for timely resolution. Compiles performance statistics.

+ Serves as an escalation point for high impact or complex issues. Acts as liaison between functional area/department and other departments to resolve complex problems or significant or sensitive service recovery situations. Handles, tracks and resolves escalated calls and complaints from Senior Leadership, Patient Relations, Better Business Bureau, Attorney General, etc. Determines root cause of issue(s) and makes recommendations to avoid repeat issues. Collaborates with leadership on responses. Coaches and incorporates opportunities into future training.

+ Oversees the department training curriculum development. Ensures programs support the departmental mission, vision, values, goals and foster employee growth and patient retention. Coordinates and ensures the highest delivery of customer service, billing, and in-service training for all staff is obtained. Initiates and oversees operational policies and procedures development and implementation. Proactively identifies and addresses efficiency improvement opportunities. Anticipates potential problems and future trends related to functional objectives, including changes to business processes, operational standards or support offerings. Collaborates with staff, teams, and other departments to resolve issues.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

+ Bachelor's degree and 1 year of experience in a healthcare setting required

+ Or equivalent combination of education and experience

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Classes). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates for all persons consistent with our values and based on applicable law.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we commit to diversity, equity, and inclusion and united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.