Wellstar Health System · 3 hours ago
Assistant Vice President, Revenue Cycle Customer Service
Marietta, GA
Full-time
Onsite
Director/Executive
10+ years expWellstar Health System is dedicated to enhancing the health and well-being of every person they serve. The Assistant Vice President of Customer Service is responsible for managing the Customer Service Call Center and Revenue Cycle Centralized Operations Support Unit, ensuring world-class customer service and effective daily operations.
FitnessHealth Care
Hiring Manager
Erica Strahl, RACR
Responsibilities
Manage the daily operations and programs of the Customer Service and Self Pay Departments within the Single Business Office, assuring policy and procedures are followed and the self-pay collection process is handled in a timely and professional manner
Manage the daily operations of the county applications and claims processing to ensure payments for indigent care are made within the definitions of the corporate policy
Manage the current quality standards in the appropriate and timely handling of financial assistance documents and correspondence, reviewing necessary documented information on the patient accounts
Manage the self-pay vendors and ensure they are performing at optimal levels
Monitor and manage the metrics on patient balance recovery and call volume, dropped call rates, and hold times
Authorize requests for writing off bad debt accounts and cancellation of accounts from collection agencies
Ensure assigned departments are adequately and properly staffed, reassessing workload assignments on a regular basis, maintaining productivity and billing statistics to justify department staffing levels
Establish controls and review mechanisms for every procedure to ensure systems and procedures are being followed correctly
Monitor the current standards of productivity and quality expectation for all staff
Maintain a strong knowledge base of reimbursement procedures of third party and private insurance payers, state and federal regulations, and local regulations relating to insurance and private collections
Facilitate regular staff meetings to communicate departmental and organizational issues, goals, achievements, and changes
Select, evaluate, counsel, and discipline as required in a positive manner consistent with medical center policies
Maintain a system to informally and formally recognize staff for accomplishments
Demonstrate excellent customer service through oral and written communication in providing assistance/expertise to patients, families, and other external or internal contacts
Meet the current standards of productivity and quality expectation as set forth by management
Identify and bring to management attention opportunities for system or process improvements
Proficiently use all systems and processes applicable to the job
Develop and oversee cross-training schedules for the staff in all assigned functions
Recommend and arrange appropriate internal and external training seminars for all direct-report staff
Oversee the training and professional development of any assigned supervisor(s)
Ensure all staff have the proper and appropriate training to interact professionally and courteously with the patients, family members, physicians, and representatives of third-party payers
With the approval of the Director, develop, document, and oversee the maintenance of department operational procedures, through an understanding and knowledge of administrative and department policy. Ensure the maintenance of department specific and hospital-wide policy and procedure manuals
Implement and enforce cash and personal property controls in accordance with hospital and standard accounting guidelines and procedures
Aid in the development of the departments annual operating budget, maintain responsibility for the department operating within the assigned budget
Oversee and ensure the departments compliance with JCAHO and other regulatory agencies rules and regulations, reporting any violations and/or problems to the director
Interface with patients and other operational departments to investigate and expedite patient or outside agency complaints, either written or oral, arising from the billing and collection process
Ensure proper and timely resolution of terminal and other equipment problems
Participate in the testing of assigned software upgrades and programs, and ensure the staff has the appropriate and applicable access to and training on software programs
Participate in the selection and aid in managing the implementation of software and hardware applications
Oversee and ensure the completion of all employee paperwork and files, including the accurate and timely completion of timecards, employee evaluations, leaves of absence, Workers Compensation reporting forms, and employee education files
Assist in the development of criteria-based performance evaluations and staff job descriptions
Approve and oversee the tracking of all employees sick and/or vacations requests in accordance with department policy and staffing requirements
Serve as a role model and mentor to co-workers
Perform other duties and responsibilities as assigned
Qualification
Required
Bachelor's Degree BA in Business, Accounting, Finance or related field
Master's Degree in Health Care Administration, or Business Administration or equivalent
Minimum 10 years hospital and physician accounts receivables experience
Exceptional interpersonal skills for written, verbal, presentation, and computer communication
Knowledge of state and federal regulations as they pertain to billing/collections processes and procedures
Knowledge of insurance claim processing and third party reimbursement
Knowledge and detailed understanding of all negotiated agreements
Knowledge of the principles of Information Systems in order to effectively analyze and make decisions
Skill in good oral, written, and interpersonal communication
Skill in problem solving in a variety of settings
Skill in technical or professional accounting
Skill in time management and project management
Ability to work efficiently under pressure
Ability to operate a computer and related applications
Advanced proficiency in Microsoft Excel
Ability to apply appropriate supervisory, management and leadership techniques in an operational setting
Ability to work independently and take initiative
Ability to demonstrate a commitment to continuous learning and to operationalize that learning
Ability to deal effectively with constant changes and be a change agent
Ability to deal effectively with difficult people and/or difficult situations
Ability to willingly accept responsibility and/or delegate responsibility
Ability to set priorities and use good judgment for self and staff
Ability to effectively manage complex vendor relationships
Ability to interpret and ensure compliance of complex vendor contractual agreements
Preferred
Minimum 7 years of progressive leadership including director level responsibility in a complex healthcare organization, Call Center Support
Experience with leading integration or other large transformation projects
Company
Wellstar Health System
The largest health system in Georgia.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Candice L. Saunders
President and CEO
Alan Muster
SVP Specialty Division
Recent News
BiometricUpdate.com
2025-10-28
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