SEARHC is a non-profit health consortium which serves the health interests of the residents of Southeast Alaska. We see our employees as our strongest assets. It is our priority to further their development and our organization by aiding in their professional advancement.

Working at SEARHC is more than a job, it’s a fulfilling career. We offer generous benefits, including retirement, paid time off, paid parental leave, health, dental, and vision benefits, life insurance and long and short-term disability, and more.

Key Essential Functions and Accountabilities of the Job

Recruits, hires, and trains new staff and prepares them to respond to requests from patients across all the communities SEARHC supports.

Prepares call metrics by collecting and analyzing call agents’ data.

Evaluates individual performance reviews and overall team effectiveness with upper management

Helps coordinators with challenging customer service issues.

Monitors team performance and provide tools when necessary.

Determines call center operational strategies by evaluating team results and objectives

Maintains and improves operations by monitoring system performance and identifying and resolving problems

Presents monthly and annual action plans and objectives

Coordinate with the revenue cycle to manage key performance expectations and challenges including upfront collections protocols, capturing accurate demographic and insurance information, timely registration and patient satisfaction, denial prevention, patient flow, unbilled, patient concerns, and the patient portal. Contribute to Account Receivable goals by ensuring insurance eligibility for accurate and timely billing. 

Knows, understands, incorporates, and demonstrates the Mission, Core Values, and Vision in behaviors, practices, policies, and decisions.

Manage software and process development to assist financial counselors to accurately and timely identify patients who are eligible for alternative resources. 

Optimize Point of Service Collections through Coordinators who are educated on terminology, policies, scripts, and know how much to collect based on the service and insurance type.  

Implement and monitor standard policies, processes, and forms. Develop and maintain a Knowledgebase. 

Supervisory Responsibilities

Yes

Additional Details:

Education, Certifications, and Licenses Required

High School Diploma or equivalent

Bachelor's or associate's degree preferred 

Relevant experience may be exchanged on a year for year basis in lieu of a degree. An equivalent combination of education and experience may also substitute for a degree.  

Experience Required

3-5 years’ experience in a healthcare setting or related revenue cycle department required 

1+ years of supervisory experience required 

EHR Implementations in a hospital/ multi-clinic setting experience preferred 

Customer service experience required including training in customer service principles 

Knowledge of

Working knowledge of healthcare technology and automated system design of Electronic Health Record Systems. 

Excellent knowledge of technology, software applications, and phone and computer systems. 

Organizational policies, procedures, and systems. Knowledge of IHS and non-IHS insurance billings, and procedures, federal rules, and regulations regarding billing.  

Knowledge of accounting, medical procedures, terminology, diseases, understanding of Medicare, Medicaid, and private insurance. 

Understanding how to read EOB’s (explanation of benefits) from Medicare, Medicaid, and Commercial insurances.  

Accounting knowledge and experience.  

Skills in

Advanced customer focus and customer service skills 

Exceptional training and coaching skills to motivate employees 

Leadership skills such as coaching and conflict resolutions to aid in the development of departmental personnel. 

Excellent analytical skills to discuss problems, analyze solutions/options, evaluate, and enable improvement of process. 

Excellent verbal and written communication skills for a diverse customer base including physicians, executive leadership and both technical and administrative staff. Skills in proactively prioritizing needs and effectively manages resources. 

Skills in leadership and guiding individuals and groups toward desired outcomes. 

Project management skills. 

Ability to

A wide degree of creativity, critical thinking and latitude is required. 

Work collaboratively with and through others to achieve desired results. 

Function independently, yet productively as a cooperative team member with various work teams associated with the position and prioritize appropriately Ability to oversee the development, deployment and direction of complex programs and processes. 

Maintain long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations.  

Analyze problems, offer possible solutions and represent the Call Center effectively on committees and in work groups. Ability to work well under pressure with many interruptions and handle multiple tasks simultaneously. 

Interpret policies and procedures. 

Maintain professional and ethical relationships with clients and staff. 

Travel Required

Some travel is required.

Travel is by jet, small aircraft, and boat.

Position Information:

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!