Manager, 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 or related field plus five (2) years' experience in medical service, billing, coding and reimbursement activities is required, including two (2) years management and supervisory experience OR
• High School diploma plus nine (6) years equivalent combination of education and experience in medical service, billing coding and reimbursement activities is required, including two (2) years management and supervisory experience.
• Prefer: EPIC experience and knowledge of Workday.

Additional Information:

Key Responsibilities:

• Manages the daily operations of the unit.
• Monitors weekly workload and prioritizes assignments based on department needs Evaluates work queues and requests revisions as needed.
• Develops short term and long-range goals for the unit and proposes strategies to meet goal.
• Monitors incoming call volumes to ensure that calls are answered promptly for phone hours between 7:30- am and 5:00 pm and during lunch periods.
• Evaluates and responds to requests for adjustments and refunds. Audits five adjustments on all staff members per week.
• Serves as an expert resource to personnel throughout UAMS on matters related to guarantor balances. Responsible for daily cash handling and deposits within the unit for virtual and manual posting.
• Assist the HIPAA office with reported incidents and completes activity on accounts to resolution.
• Responsible for all billing and registration changes on adoptions and surrogacy notifications from UAMS caseworkers.
• Facilitates work flow within unit by personally working on challenging accounts and communicates accordingly regarding appeal of denials, claim resubmission and final resolution.
• Responsible for merge request on multiple guarantor accounts for the PBO office.
• Recruits and hires qualified staff as needed.
• Performs monthly evaluations and gives feedback to each employee based on productivity and work quality/adherence to policies/procedures.
• Recognizes and rewards outstanding performers.
• Maintains disciplinary action records for staff and issues progressive discipline as necessary. Works closely with Human Resources on employee relations, FMLA, ADA and Short-term disability.
• Responsible for approving/denial of employee request for leave based on policy and staffing guidelines and notifies PBO Support Team for updates in KRONOS for timekeeping records.
• Manages ongoing development, implementation, revision and communication of policies and procedures, standards and system/payer changes and developments.
• Provides oversight for training of new employees or for retraining of existing staff as business practices change.
• Functions as a key member of the Operations Management Team, conducts and participates in meetings, and provides reports to Director as needed. Establishes annual measurable personable and unit goals accompanied by an action plan.
• 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.