North American Partners in Anesthesia
Director, Patient Advocate Center Of Excellence
LOCATION
North American Partners in Anesthesia (NAPA) is a national employer.
QUALIFICATIONS
5-7 years of management experience in a healthcare billing company, exceptional leadership and communication skills, knowledge of billing processes, and proficiency in Microsoft Office.
RESPONSIBILITIES
Oversee the PACE department and call center, manage patient billing disputes, develop departmental goals, participate in corporate planning, and manage employee relations and training.
INDUSTRY
Healthcare Services
SHORT DESCRIPTION
Seeking a manager to lead the PACE department at NAPA, overseeing high-volume call center operations and ensuring effective patient billing dispute resolution while fostering a positive work environment.
Job ID: JR9831
RESPONSIBILITIES
- Oversees all functions under the PACE department and its high-volume call center
- Prepares written goals and objectives for departmental activities and translates these into successful plans of action for self and the staff
- Participates in corporate wide and departmental planning for improvements in all to include escalated complaints, coordination with our vendors, legal, marketing team and collections agencies as well as other related functions
- Evaluates, recommends, and approves actions regarding employee relations’ matters in accordance with departmental and corporate policies and procedures, as necessary
- Directly responsible for managing the timely handling of patients disputes to include highly sensitive, Better Business Bureau, Social Media and Legal inquiries relating to patient billing disputes
- Meets with third parties to discuss collection or workflow efforts as warranted by the condition of the accounts receivables
- Educates, develops, and assists staff to ensure performance and productivity standards are met
- Utilizes project planning tools to address areas in need of improvement
- Oversees the RFP process to evaluate and onboard new Call Center tools
REQUIRED QUALIFICATIONS
- Work history must include experience working for a national, for profit, healthcare billing company in a Self Pay Customer Service and Collections management role (with high case volume)
- 5-7 years of Management level experience
- Exceptional leadership, conflict-resolution, employee relations skills
- Demonstrates knowledge of professional billing processes and reimbursement, and insurance protocols
- Ability to take initiative by identifying problems, conceptualizing resolutions, and implementing change
- Ability to build (and oversee the build of) a reference library of resources and training materials
- Excellent writing and interpersonal communication skills (both one-on-one and in a group setting)
- Ability to create and nurture a positive and productive work environment
- Ability to make sound decisions with limited supervision
- Proficiency in positively motivating staff to highest potential
- Strong comfort level with patient price estimations
- Proficient in Microsoft Office (Word, Excel, PowerPoint, PowerBI)
- Up to 10-15% travel required
PREFERRED QUALIFICATIONS
- High School Diploma or equivalent
- Thorough knowledge of full Revenue Cycle as it relates to Medical Billing Coding degree preferred but not required
- A Bachelor degree in Business, Healthcare Administration, or a related field preferred but not required
- Experience in high volume, call center and various call monitoring platforms
SUPERVISORY RESPONSIBILITIES:
- PACE Pod Captain, PACE Coach, PACE Patient Relations and Resolutions Analyst, Patient Advocate Levels I, II, and III
Total Rewards
- Salary: $99,000 – $130,200
- Generous benefits package, including:
- Paid Time Off
- Health, life, vision, dental, disability, and AD&D insurance
- Flexible Spending Accounts/Health Savings Accounts
- 401(k)
- Leadership and professional development opportunities
About Us
North American Partners in Anesthesia (NAPA) has evolved through more than 30 years to become a leader in anesthesia and perioperative services. Single specialty and clinician led, we remain committed to our mission of delivering exceptional patient experiences, every day. At NAPA, we cultivate leaders, promote work-life balance, and celebrate diversity. We know your success promotes our success, and we give you the tools and programs to achieve your goals. With flexibility, a collegial and collaborative environment, a wide range of market-leading benefits, and career opportunities from coast-to-coast, your future is waiting at NAPA.
North American Partners in Anesthesia is an equal opportunity employer.
North American Partners in Anesthesia (NAPA) has evolved through more than 30 years to become a leader in anesthesia and perioperative services. Single specialty and clinician led, we remain committed to our mission of delivering exceptional patient experiences, every day. At NAPA, we cultivate leaders, promote work-life balance, and celebrate diversity. We know your success promotes our success, and we give you the tools and programs to achieve your goals. With flexibility, a collegial and collaborative environment, a wide range of market-leading benefits, and career opportunities from coast-to-coast, your future is waiting at NAPA.
North American Partners in Anesthesia is an equal opportunity employer.
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