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Cost Center

151 Contact Center

Scheduled Weekly Hours

40

Work Shift

First Shift (United States of America)

Shift & Status

Who Are We?

We at Pine Rest believe in the power of healing and that everyone in our community has the right to expert care for mental health and substance use disorders. We are much more than just the third largest non-profit behavioral health system in the country, our 220-acre main campus, and our network of clinical sites across Michigan. We are a tight-knit community of healers who witness the impact of our life-changing work each day.

Each day, we are closing the gaps in access to care. We are innovating through leading-edge research, testing, programs, and treatment modalities that others replicate across the country. Our services include a state-of-the-art psychiatric urgent care center and a soon-to-be-built pediatric behavioral health center, outpatient, inpatient, partial hospitalization (day programs), assessment and testing, residential, addiction treatment and specialty services such as crisis response, employee assistance programs, forensic psychiatry and psychology, and neuromodulation. On-the-job educational programs for nurses, psychologists, advanced practice providers, psychiatrists, and chaplains are equipping the next generation of care providers.

We are passionate about serving and are honored to be a part of this incredible work.

What Will you Do?

As a Contact Center Manager at Pine Rest, you’ll be responsible for managing the day-to-day support systems operations of our 24/7 Contact Center within Hospital & Acute Services. The manager assumes accountability and responsibility for the direction and management of support staff to ensure efficient patient access to all HAS services. Under direction from the Director of Patient Access ensure a seamless intake and disposition process, including patient registration, insurance verification, preservice collections, bed board management, and other front office processes. Provides initial interface and assistance in dealing with patients, families, and community members. With the assistance of area Lead, supports the Assessment and Referral Clinicians to ensure program success. The Contact Center Manager must demonstrate excellent customer service and have enthusiasm about the program and the Pine Rest organization.

Principal Duties and Responsibilities:

+ Directly supervises staff responsible for the day-to-day operations of patient registration, intake, triage, assessment, admission, and placement of patients through a 24/7 healthcare system.

+ Fosters a culture of welcome and healing for patients, families, staff, and community members.

+ Leads department customer service initiatives.

+ Reviews and monitors data to identify gaps and recommend opportunities for improvements, including registration errors, claim edit, CRM/phone call information.

+ Serves as service line expert in patient registration processes, including identity and insurance verification, preservice collections, guarantor and chart creation, and customer service expectations.

+ Maintains and educates Support Staff on Standards of Practice, including registrations functions, customer service expectations, and error correction.

+ Oversee financial process of department including payroll, supply ordering, other processes that impact day to day operations.

+ Provide exceptional customer support by promptly addressing concerns of customers and providers.

+ Act as liaison between Contact Center Support Staff and other departments including units, HIM, Patient Accounts, and leadership

+ Provides direction and support to Support Staff for training and process improvement activities.

+ Maintain supportive communications with team members and other leaders through regularly scheduled meetings, participation in multi-disciplinary meetings, and sharing outcomes with all team members when appropriate.

Supervisory Responsibilities:

+ Supervises Contact Center Administrative Intake Support Specialists and Assessment and Referral Clinicians through the support of a Lead Assessment and Referral Clinician

What Does This Role Require?

+ Bachelor’s degree in Healthcare Administration, Health Information Management, or related field is required, Master’s Degree is preferred.

+ A minimum of 5 years of healthcare registration or front-end operations experience required.

+ Experience in community/public health or behavioral health in a leadership capacity preferred.

+ Revenue Cycle credential preferred (RHIA, CPB, or similar)

Benefits:

+ Medical, dental, vision & life insurance plans

+ 403(b) retirement match contribution by Pine Rest

+ Generous PTO for full and part time employees

+ Tuition assistance & loan forgiveness

+ Employee Assistance Program offering many free and discounted services for therapy, legal, accounting, gym membership, etc.

+ Partnership with Davenport University provides generous discount on tuition for employees and family members.

Notice:

Pine Rest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All new employees are subject to a criminal background check and education verification which may include sending a copy of your high school diploma, GED, or college transcripts.

NOTICE: Successful completion of a drug screen prior to employment is also part of our background process.