Patient Financial Support Services Operations Manager

Here, it's different. Come join us.

Children's Hospital Colorado has defined and delivered pediatric healthcare excellence for more than 100 years.

Here, the nation's brightest nurses, physicians, scientists, researchers, therapists, and care providers are creating the future of child health. With an optimist's outlook, a trailblazing spirit, and a celebrated history, we're making new strides every day.

We've been Magnet-designated four times by the American Nurses Credentialing Center and are consistently recognized among the best of the best pediatric hospitals with #1 rankings in Colorado and the region by U.S. News & World Report.

As a national leader in pediatric care, we serve children and families from all over the nation. Our System of Care includes four pediatric hospitals, 11 specialty care centers, 1,300+ outreach clinics and more than 10,000 healthcare professionals representing the full spectrum of pediatric care specialties.

Here, we know it takes all of us, every role, to deliver the best possible care to each child and family we treat.

That's why we build our teams toward a foundation of equity in access, advancement, and opportunity. We know teams of individuals with different identities and backgrounds can nurture creativity and innovation. We know we can see, treat, and heal children better when our team reflects the diversity of our patient population. We strive to attract and retain diverse talent because we know a truly inclusive and equitable workforce will help us one day realize our most basic calling: to heal every child who comes through our doors.

A career at Children's Colorado will challenge you, inspire you, and motivate you to make a difference in the life of a child. Here, it's different.

Patient Financial Services Support Operations Manager is responsible for the high level managerial and administrative functions of the day-to-day business operations specific to our patient facing customer service billing call center and additional support service teams for the Patient Financial Services Department. This role directly interfaces with other organization support functions and teams across Revenue Cycle.

Department Name: Patient Financial Services
Job Status: Full time, 40 hours per week
Shift: Day Shift - Hours will vary based on business hours however, traditional hours will be 7:30am to 4:30pm, Hybrid

• EDUCATION - Bachelors' degree in Administration, Health Care Administration, Management, Finance or a related field.
• EXPERIENCE - Minimum of 3 years of supervisory experience in clinical setting. Call center or front end customer service management experience preferred. EPIC is a plus.
• EQUIVALENCY - Professional experience, beyond requirements, in a related field may substitute for a bachelor's degree requirement on a year for year basis. Master's or higher degree in a related field may substitute for the experience requirements on a year for year basis. Completion of master's degree Fellowship Program may substitute for the one year of experience.

POPULATION SPECIFIC CARE
No direct patient-care.

ESSENTIAL FUNCTIONS
1.Partners, interdepartmentally, in the development and execution of strategic planning regarding business and clinical operations. May include practice expansion and practice model changes.
2.Responsible for hiring staff, arranging coverage, preparing staff evaluations, implementing disciplinary actions, conducting staff meetings, and team communications. Manages schedules.
3.Manages day-to-day operations and personnel in planning and facilitating patient care services, for example program development and process improvement.
4.Provides staff training on policies and procedures. Coaches staff in problem solving, effective communication strategies, and conflict resolution, mentoring and career path opportunities.
5.Provides project management leadership by creating charters, timelines, milestones, and goals and objectives for projects and programs. Keeps projects on time and on task. Engages appropriate managers and coordinators in project management process and works to achieve active buy-in from stakeholders.
6.Prepares, analyzes, monitors, and communicates financial and statistical reports to appropriate business entity. Provides reports on patients' satisfaction and reviews and implements customer service initiatives to address customer satisfaction.
7.Assists in the resolution of problems which may arise between patients and families, support staff, providers, and other departments
8.Supports clinical, operational and facility services throughout assigned department(s). Partners with various departments in CHCO.
9.Assists in preparation of hospital and practice budget and monitors expenses.
10.Determines necessary space, equipment, supplies and support systems for the functioning of the unit or department.
11.Allocates resources to oversee patient care flow.
12.Represents department and acts as partner to CHCO Providers, Faculty Practice Organization.

SCOPE AND LEVEL

Guidelines: Guidelines are in the form of stated vision and objectives for the division or department. 1st level manager performs a combination of management and supervisory duties and responsibilities. Work is tactical and operational in nature.

Complexity: Work assignment is unstructured and employee is responsible for implementing and managing a variety of objectives, resources, and strategies to achieve the goals of the division or agency. Duties performed include operational and organizational planning, developing standards, schedules, priorities, guidelines, processes, measurement (evaluation) systems, implementation of production and performance management standards, and allocating resources.

Decision Making: Employee is responsible for determining strategic structure, goals, objectives, and resources and for providing leadership for the department or division and the community it serves. Determines strategy priority shifts for the department.

Communications: Contacts are of a non-prescribed nature involving the negotiation and resolution of problems and where exceptional degrees of discretion, judgment, and knowledge are required. Contacts where the exchange of information, support, influence, and cooperation may have a very significant impact on the division, programs, and/or policies of the organization.

Supervision Received: Under managerial direction, the employee has personal accountability for carrying out the work objectives of an organizational unit or section within the scope of established guidelines and the mission of the agency or department. Employee is expected to resolve problems that arise in the normal course of the work. Work may be discussed with higher level supervisors and reviewed for soundness of judgment and feasibility of decisions.

Ability to Perform Essential Functions of the Job

PHYSICAL REQUIREMENTS

Audio-Visual: Color Discrimination - Fair

Audio-Visual: Depth Perception - Fair

Audio-Visual: Near Vision: Good

Audio-Visual: Far Vision: Good

Audio Visual: Hearing: Good

Motion: Bend : Up to 1/3 of the time

Motion: Reach up to 1/3 of the time

Motion: Carry up to 1/3 of the time

Motion: Pull up to 1/3 of the time

Motion: Push up to 1/3 of the time

Weight Lifted/Force Exerted: Up to 10 lbs. or more of the time

General Activity: Stand/Walk up to 4hrs a day

Use of hands/feet: Precise Motion Function (or fine manipulation)

WORK ENVIRONMENT

Exposure: Exposure to blood/body fluid: Occasional

Exposure: Exposure to cold/heat: Occasional

Exposure: Exposure to infectious disease: Occasional

Mental and Emotional Requirements: Manages stress appropriately

Mental and Emotional Requirements: Works with other effectively

Mental and Emotional Requirements: Handles multiple priorities effectively.

Mental and Emotional Requirements: Independent discretion/decision making.

Mental and Emotional Requirements: Makes decisions under pressure.

Mental Stress: multi-tasking, meeting deadlines, prioritizing

It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information.

The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.

Here, you matter. As a Children's Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children's Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.