Associate Director, Call Center – Remote

Radiology Partners is the largest and fastest growing on-site radiology practice in the US.

We are an innovative practice focused on transforming how radiologists provide consistently exceptional services to hospitals, imaging centers, referring physicians and patients.

With our state-of-the art clinical technology, specialized expertise, access to capital, and retention of top physician talent, Radiology Partners reliably exceeds the expectations of our clients, patients, and partners.

We serve our clients with an operational focus, and, above all, a commitment to quality patient care.

Our mission is To Transform Radiology. 

Position Summary

The Associate Director of Patient Experience will lead the daily operations of the RCM Patient Experience contact center.

This position is responsible to oversee the Call Center (including outsourced call vendors), Quality Assurance and Workforce Management teams.

The Associate Director must possess strong communication skills, be organized, reliable and must motivate and encourage teammates through positive communication and feedback.

This position has responsibility for recruitment, hiring, performance management and development, vendor management, salary adjustments, and termination of direct reports. 

Position Duties And Responsibilities

• Accountable for the strategic planning and execution of the Call Center operations, including business partners within patient experience (offshore vendors)

• Develop and implement operational policies, processes, and best practices within the RCM patient experience 

• Deliver results against outlined KPIs encompassing call center performance, patient collections, and client / patient satisfaction

• Evaluate team performance within Quality Assurance to identify training needs

• Manage the development of the staffing model, including shift patterns, and staffing ratios

• Identify and communicate billing trends or errors to the appropriate revenue cycle leader with proposed solutions

• Maintain knowledge of and ensure that the call center is in compliance with state and federal laws, Medicare, and payer regulations

• Prepares reports and presentations for senior leadership

• Other duties as assigned

Desired Professional Skills And Experience 

• B.A.

or B.S.

in Business Administration preferred or related field from a four-year College or University and 7 or more years of related experience; or an equivalent combination of education and experience

• 10+ years of management experience in managed care environment

• Experience working in extremely fast paced in and high volume organization with multiple competing priorities 

• Demonstrated knowledge of Healthcare reimbursement and claim adjudication process with a strong knowledge of the collections process

• Radiology Revenue Cycle and Billing experience is preferred

• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center

• Ability to solve the most complex customer complaints, or inquiries, including claim processing and billing issues across the revenue cycle

• Advanced computer skills and proficiency in MS Excel and PowerPoint required