Director, Customer Service

Closing Date:

The University of Arkansas for Medical Sciences (UAMS) has a unique combination of education, research, and clinical programs that encourages and supports teamwork and diversity. We champion being a collaborative health care organization, focused on improving patient care and the lives of Arkansans.

UAMS offers amazing benefits and perks (available for benefits eligible positions only):

• Health: Medical, Dental and Vision plans available for qualifying staff and family
• Holiday, Vacation and Sick Leave
• Education discount for staff and dependents (undergraduate only)
• Retirement: Up to 10% matched contribution from UAMS
• Basic Life Insurance up to $50,000
• Career Training and Educational Opportunities
• Merchant Discounts
• Concierge prescription delivery on the main campus when using UAMS pharmacy

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply link/button.

Persons must have proof of legal authority to work in the United States on the first day of employment.

All application information is subject to public disclosure under the Arkansas Freedom of Information Act.

For general application assistance or if you have questions about a job posting, please contact Human Resources at askrecruitment@uams.edu.

Department's Website:

• Bachelor's Degree in Business, Healthcare Administration, or related field plus five (5) years of experience in hospital patient accounting, collections, or customer service and five (5) years of management/supervisory experience.
• Must have excellent communication skills, both oral and written.
• Must be able to recognize and proactively address areas where efficiencies within CCBO may be improved with modifications to technology or workflows.
• Must have excellent skills in motivating staff and addressing personnel issues.

Additional Information:

• This position is responsible for supervision of staff including hiring, terminations, disciplinary actions and annual evaluations; completes monthly review of quality and productivity of each employee's work, provides timely individual feedback to employees as needed, and provides documentation on all disciplinary issues; participates in monthly staff meetings providing group feedback, direction and policy review, and communicates new information that will impact the unit.
• Reviews timekeeping of all staff on a weekly basis. Participates in ongoing training, development, communication and implementation of policies and procedures.
• Provides direction and training to staff related to Epic upgrades or changes in processes.
• Maintains oversite of the DFA process for both SBO and CUMG, including but not limited to timelines, extracts, write-offs, and all other pieces.
• Responsible for working patient complaints along with various other departments within UAMS, including General Council, RISK, and patient safety.
• Identifies ways to streamline collections and customer service processes while following legal and collection guidelines.
• Serves as a Subject Matter Expert and participates in the RFP process for new vendor selections, testing, implementations and go live events.
• All duties will be performed in accordance with the UAMS Core Concepts of Patient and Family Centered Care set forth by UAMS. These core concepts allow for an approach to health care that shapes policies, programs, facility design and staff day-to-day interactions, leading to better health outcomes, wiser allocation of resources, and greater patient and family satisfaction. The core concepts of patient and family centered care consist of Dignity & Respect, Information Sharing, Participation, and collaboration.
• Demonstrates the ability to create an atmosphere which motivates employees to work at optimal efficiency. Position serves as a role model for staff and fulfills both the general and role specific job duties.
• Staff supervision to include hiring, terminations and disciplinary actions; completes annual evaluations, monthly review of quality and productivity of each employee's work and provides timely individual feedback to employees; provides documentation on all disciplinary issues.
• Participates in monthly staff meetings providing group feedback, direction and policy review; communicates new information that will impact the unit. Reviews timekeeping for staff on a weekly basis.
• Participates in ongoing training, development, communication and implementation of policies and procedures. Provides direction and training to staff related to Epic upgrades or changes in processes. Monitors productivity and quality of the staff and recommends additional training when necessary.
• Adheres to CCBO and UAMS standards for professional dress and conduct in the performance of all duties.
• Works with collection agencies to resolve any disputes with the patient; ensures agencies are adhering to contracts and billing/invoicing to UAMS is accurate.
• Serves as a subject matter expert for all collections and customer services processes; looks for ways to make both areas more efficient in their daily operation.
• Updates and creates new policies and procedures to ensure they are as efficient as possible and follows all legal requirements.
• Participates in the selection process for new collection vendors through the RFP processes, implementation, testing, and go-live of new vendors.
• Supervises the annual DFA processes for both CUMG and SBO.
• Works patient complaints both within CCBO and other departments within UAMS.
• Ensures staff is following all current HIPAA guidelines when speaking to patients and mails copies to the patients.
• Maintains responsibility for SBO, CUMG, BH Venture, and OP Retail Pharmacy Collections and Customer Service. Works with the Director of Cash to make sure payments are applied correctly and in a reasonable timeframe.
• Ensures workflows and legal requirements are followed as they relate to Medicare and Medicaid Bad Debt procedures for patient liability.
• Stays abreast of changes, updates, requirements, etc.
• Other duties as assigned.

Salary Information:

Required Documents to Apply:

Please contact askrecruitment@uams.edufor any recruiting relatedquestions.

All application materials must be uploaded to the University of Arkansas System Career Sitehttps://uasys.wd5.myworkdayjobs.com/UASYS

Please do not send to listed recruitment contact.

This position is subject to pre-employment screening (criminal background, drug testing, and/or education verification). A criminal conviction or arrest pending adjudication alone shall not disqualify an applicant except as provided by law. Any criminal history will be evaluated in relationship to job responsibilities and business necessity. The information obtained in these reports will be used in a confidential, non-discriminatory manner consistent with state and federal law.