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Customer Service Manager in Sunrise, FL at HealthTrust  

Date Posted: 12/13/2018

Job Snapshot

Job Description

JOB DESCRIPTION

JOB TITLE – Customer Service Manager (DHP)

 

GENERAL SUMMARY OF DUTIES: The Credentialing Manager will oversee the processes relevant to the supervisor role noted below and liaise with HCA facilities and DHPs where relevant to the job position and the changing business needs.  This position will ensure all DHP programs, policies and procedures are followed and administered in accordance with federal and state regulations, as well as internal company policy.  

SUPERVISOR – Director – DHP Credentialing

 

  • SUPERVISES – Customer Service Team, eSAF, Sanction Checks, National Account Invoice Management, QA Team, Training Documentation Specialist (Shared Report)

 

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

 

  • Direct Supervision and accountability of all process teams which consists of:
  • Quality Assurance Team
    • Ensue that weekly QA of completed files is met within 72 hrs. of the week prior. 30% of files are to be verified.
    • Work with programmer to insure QA Tool is up-to-date to manage current credentialing requirements.
  • National Account Invoice Management
  • Ensure that documentation and national invoice notations are provide to Accounting in a timely manner.
  • Ensure that payment workaround is applied to relevant accounts.
  • Customer Service
  • Ensure proper coverage for Customer Service team at all times and in turn provide superb client service.
  • Ensure that management of track-its and emails are met in a timely manner.
  • eSAF
  • Ensure specialist(s) monitors and initiates eSAF accounts
  • Ensures appropriate role is applied to DHPs account.
  • Ensures ¾ ID is established in DHPs accounts where relevant.
  • Sanction Checks
    • Performs monthly Sanction Check process and applies affidavit rules when applicable.
  • Registration/Validation Team
  • Ensure that requests for registration via: the Inventory Tool; the hospitals; and direct agency requests are loaded in the system within 72 hrs
  • Validate new registrations to ensure accuracy of classification.
  • Training / Documentation Specialist (Shared Report)
  • Working with the Production Manager, will provide direction and guidance to the Documentation Specialist for new hire training.
  • Ensures that Team Updates are maintained via the Credentialing Guides and is communicated to the team.
  • Provide daily guidance for day-to-day interaction with the team.

 

 

 

  • Other Duties
    • Assists the Implementation Manager for onboarding new HCA facilities, new agencies and HCA projects.
    • Notify Credentialing Director of problem-causing trends with vendors on items needing attention.
    • Handle and appropriately follow-up on all escalated DHP issues
    • Respond to daily DHP credentialing questions, concerns, and issues from facilities or DHP’s.
    • Provide coverage to DHP credentialing specialists as needed
    • Participate in special projects as needed and performs other duties as assigned.

 

DIRECT REPORTS:

Customer Service Team, eSAF, Sanction Checks, National Account Invoice Management, QA Team, Training Documentation Specialist (Shared Report)

 

 

Job Requirements

KNOWLEDGE, SKILLS & ABILITIES – This position requires the following minimal requirements:

  • Excellent oral and written communication skills
  • Ability to multi-task and prioritize
  • Ability to manage stress appropriately and make decisions under pressure
  • Ability to work well within a team environment
  • Ability to handle multiple priorities and work independently
  • Experience with Microsoft Office, Outlook, Excel, general office products
  • Ability to learn new software programs

 

EDUCATION – High School Diploma or GED Equivalent required; Bachelor’s Degree in Human Resources, Business or Healthcare related field required.

 

EXPERIENCE – One to three years experience in a related field.

 

CERTIFICATE/LICENSE – None

 

PHYSICAL DEMANDS/WORKING CONDITIONS

  • Requires prolonged sitting and exert up to 20 lbs force occasionally and/or up to 10 lbs frequently.
  • Requires and some bending, stooping, and stretching
  • Require eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
  • Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports.
  • Require dexterity to type at least 60 WPM
  • Experience with Microsoft Office, Outlook, Excel, general office products
  • Work is performed in an office environment and involves frequent contact with staff and the public.