FinThrive
Manager, ARO Operations
FinThrive, Plano, Texas, us, 75086
About the Role
Impact you will make
Organize and manage the daily activities for team of AR Follow-Up Representatives. The Manager I role will be responsible for selecting talent, onboarding, training and growing associates to the next level. This role will also be accountable for quality assurance, productivity metrics and the performance management of their team. They will need operational expertise and possess the ability to navigate multiple patient accounting applications. Clearly understands workflow management, resource allocation, departmental reporting, quality/production evaluation, financial planning, and interviewing. Responsible to participate in, identify and lead initiatives that support assigned goals and overall business unit objectives. May also be responsible to supervise associates at the Associate Lead or Lead level.
What you will do
Supervise the on-going operations of the team according to company policies/procedures and ensures reliable, high quality customer service. Viewed as the "go-to-person" with certain expertise in their business area with working knowledge of other department processes and functions
Manage workflow to establish schedule, monitor quality, quantity, and general work standards.
Consistently make recommendations for resource allocation
Fully understand the business requirements of the supported unit and may be required to create business requirements
Interview applicants for positions, assess and deliver training needs of team, prepare performance reviews, handle more complex corrective counseling issues, and maintain associate records
Make salary recommendations for their team and handle employee issues. Establish associate performance development plans and conduct in-depth performance discussions
Provide support, guidance, stronger leadership and motivation to promote maximum performance
Be accountable for monthly statistics and planning/forecasting go-forward resource allocation needs
Continually seek out process improvements, recommend solution to improve departmental productivity, efficiency and quality of service
Research, analyze, and provide solutions to resolve complex client and associate issues.
Provide guidance to Associate Leads and Leads
Administer company personnel policies in all areas and follows company guidelines on staffing standards and training recommendations
Act as the subject matter expert on initiatives that impact the business unit by providing expertise in process and system knowledge
Ensure compliance with applicable state and federal laws and regulations.
Maintain an adequately trained staff to handle current production goals within department; monitor and ensure that the daily production goals and quality of work are being achieved by the staff
Perform daily and weekly QA audits to ensure accounts are worked in accordance with client work standards and project objectives (e.g., No Activity, Aging, Cash Recovery)
Provide coaching and development daily through informal observation and formal monitoring. This includes monitoring telephone calls, voice and emails and conducting side-by-sides. Complete and maintain required documentation regarding performance and training/development needs. Review documentation with staff members
Work collaboratively with leadership and other team members to confirm, challenge or provide trending and solutions
Serve as liaison between internal team and client staff, when needed, to resolve accounts
Create client reports and lead client calls
Review output of team and determines appropriate assignment of KPI targets
Meet with each member of the team regularly to provide coaching and continuous feedback
Responsible for proactively addressing training and skill gaps by creation of and delivery of training
Understand cross-functional teams and looks for opportunities to enhance and integrate processes
Integrates experience into team process and performance
What you will bring
7+ years of healthcare experience
4+ years of experience in people management
Medicaid, Medicare, and/or Commercial billing experience
Proven ability to be innovative, coach/lead associate's, proactively address concerns, (business and associate) maintain departmental quality standards
Skill in the areas of motivation, team building, problem-solving, and analyzing data
Demonstrated ability to work in a team environment, with strong interpersonal and negotiation skills. Consistent performer utilizing engagement and diplomacy skills to achieve required results
Knowledge of computers for data processing, spreadsheets and word-processing
Strong command of systems, procedures and principles relating to the business environment as well as demonstrated acumen in other areas of healthcare business
Innovative and creative approach to problem solving, planning and implementation
Proven ability to effectively coach, influence and build rapport with internal and external customers
Demonstrated ability to maintain confidentiality in all matters relating to the position, including but not limited to performance, development needs, personnel actions and departmental objectives
Detailed understanding of healthcare insurance follow-up processes, including resolving non-paid, denied, under-paid, and rejected claims
Established understanding of HIT systems like EPIC, Paragon, Cirius, Zirmed or other billing systems
Coaching and development skills with the ability to organize activities for a productive team and lead effectively with time and project management skills
Strong problem-solving skills with the ability to research complex information, create insights, communicate recommendations and implement appropriate solutions
Excellent communication skills both verbal and written
Demonstrated ability to work in a fast-paced multitasking regulatory, technical and administrative environment
Demonstrated ability to maintain confidentiality in all matters relating to the position, including but not limited to performance, development needs, personnel actions and departmental objectives
What we would like to see
Bachelor's degree in a related field
Certification in billing or medical coding
About FinThrive
FinThrive is advancing the healthcare economy.For the most recent information on FinThrive's vision for healthcare revenue management visit finthrive.com/why-finthrive.
Award-winning Culture of Customer-centricity and Reliability
At FinThrive we're proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.
Our Perks and Benefits
FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.
FinThrive's Core Values and Expectations
Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive's core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
Support FinThrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive's business practices; this includes becoming familiar with FinThrive's Code of Ethics, attending training as required, notifying management or FinThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
Physical DemandsThe physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Statement of EEOFinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.
FinThrive Privacy Notice for California Resident Job Candidates
Know Your RightsPay Transparency Notice
FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks and logos are owned by FinThrive or related entities. RV092724TJO
finthrive.com | FinThrive Careers | FinThrive Benefits & Perks | Physical Demands
Impact you will make
Organize and manage the daily activities for team of AR Follow-Up Representatives. The Manager I role will be responsible for selecting talent, onboarding, training and growing associates to the next level. This role will also be accountable for quality assurance, productivity metrics and the performance management of their team. They will need operational expertise and possess the ability to navigate multiple patient accounting applications. Clearly understands workflow management, resource allocation, departmental reporting, quality/production evaluation, financial planning, and interviewing. Responsible to participate in, identify and lead initiatives that support assigned goals and overall business unit objectives. May also be responsible to supervise associates at the Associate Lead or Lead level.
What you will do
Supervise the on-going operations of the team according to company policies/procedures and ensures reliable, high quality customer service. Viewed as the "go-to-person" with certain expertise in their business area with working knowledge of other department processes and functions
Manage workflow to establish schedule, monitor quality, quantity, and general work standards.
Consistently make recommendations for resource allocation
Fully understand the business requirements of the supported unit and may be required to create business requirements
Interview applicants for positions, assess and deliver training needs of team, prepare performance reviews, handle more complex corrective counseling issues, and maintain associate records
Make salary recommendations for their team and handle employee issues. Establish associate performance development plans and conduct in-depth performance discussions
Provide support, guidance, stronger leadership and motivation to promote maximum performance
Be accountable for monthly statistics and planning/forecasting go-forward resource allocation needs
Continually seek out process improvements, recommend solution to improve departmental productivity, efficiency and quality of service
Research, analyze, and provide solutions to resolve complex client and associate issues.
Provide guidance to Associate Leads and Leads
Administer company personnel policies in all areas and follows company guidelines on staffing standards and training recommendations
Act as the subject matter expert on initiatives that impact the business unit by providing expertise in process and system knowledge
Ensure compliance with applicable state and federal laws and regulations.
Maintain an adequately trained staff to handle current production goals within department; monitor and ensure that the daily production goals and quality of work are being achieved by the staff
Perform daily and weekly QA audits to ensure accounts are worked in accordance with client work standards and project objectives (e.g., No Activity, Aging, Cash Recovery)
Provide coaching and development daily through informal observation and formal monitoring. This includes monitoring telephone calls, voice and emails and conducting side-by-sides. Complete and maintain required documentation regarding performance and training/development needs. Review documentation with staff members
Work collaboratively with leadership and other team members to confirm, challenge or provide trending and solutions
Serve as liaison between internal team and client staff, when needed, to resolve accounts
Create client reports and lead client calls
Review output of team and determines appropriate assignment of KPI targets
Meet with each member of the team regularly to provide coaching and continuous feedback
Responsible for proactively addressing training and skill gaps by creation of and delivery of training
Understand cross-functional teams and looks for opportunities to enhance and integrate processes
Integrates experience into team process and performance
What you will bring
7+ years of healthcare experience
4+ years of experience in people management
Medicaid, Medicare, and/or Commercial billing experience
Proven ability to be innovative, coach/lead associate's, proactively address concerns, (business and associate) maintain departmental quality standards
Skill in the areas of motivation, team building, problem-solving, and analyzing data
Demonstrated ability to work in a team environment, with strong interpersonal and negotiation skills. Consistent performer utilizing engagement and diplomacy skills to achieve required results
Knowledge of computers for data processing, spreadsheets and word-processing
Strong command of systems, procedures and principles relating to the business environment as well as demonstrated acumen in other areas of healthcare business
Innovative and creative approach to problem solving, planning and implementation
Proven ability to effectively coach, influence and build rapport with internal and external customers
Demonstrated ability to maintain confidentiality in all matters relating to the position, including but not limited to performance, development needs, personnel actions and departmental objectives
Detailed understanding of healthcare insurance follow-up processes, including resolving non-paid, denied, under-paid, and rejected claims
Established understanding of HIT systems like EPIC, Paragon, Cirius, Zirmed or other billing systems
Coaching and development skills with the ability to organize activities for a productive team and lead effectively with time and project management skills
Strong problem-solving skills with the ability to research complex information, create insights, communicate recommendations and implement appropriate solutions
Excellent communication skills both verbal and written
Demonstrated ability to work in a fast-paced multitasking regulatory, technical and administrative environment
Demonstrated ability to maintain confidentiality in all matters relating to the position, including but not limited to performance, development needs, personnel actions and departmental objectives
What we would like to see
Bachelor's degree in a related field
Certification in billing or medical coding
About FinThrive
FinThrive is advancing the healthcare economy.For the most recent information on FinThrive's vision for healthcare revenue management visit finthrive.com/why-finthrive.
Award-winning Culture of Customer-centricity and Reliability
At FinThrive we're proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.
Our Perks and Benefits
FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.
FinThrive's Core Values and Expectations
Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive's core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
Support FinThrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive's business practices; this includes becoming familiar with FinThrive's Code of Ethics, attending training as required, notifying management or FinThrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
Physical DemandsThe physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Statement of EEOFinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.
FinThrive Privacy Notice for California Resident Job Candidates
Know Your RightsPay Transparency Notice
FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks and logos are owned by FinThrive or related entities. RV092724TJO
finthrive.com | FinThrive Careers | FinThrive Benefits & Perks | Physical Demands