AR Manager - Patient Collections

Tennessee Orthopaedic Alliance is the largest orthopaedic surgery group in Nashville, Knoxville and Columbia. TOA concentrates on the diagnosis and treatment of disorders and injuries of the musculoskeletal system which allows our patients to live their best life. Ninety plus years later we are advancing the practice of orthopaedic surgery throughout the state.

There are several reasons why TOA is an employer of choice; here are a few of them:

• Stability -TOA has been in Middle Tennessee since 1926 and has expanded to over 20 locations across the state!
• Impact -TOA’s team members use our careers – whether in our clinics or our business office – to make a positive difference in the community by building relationships and helping patients live their best life.
• Work Environment-The TOA team focuses on fostering an excellent working environment; one of positivity, collaboration, job satisfaction, and engagement.
• Total Rewards -TOA offers competitive salaries based on the current wage market, plus a comprehensive suite of benefits, including Medical, Dental, Paid Time Off, and more. Our 401(k) plan provides a company match, safe harbor match and profit-sharing match to go along with your contributions.

The AR Manager – Patient Collections will be responsible for the day-to-day management of AR related to patient collections, which includes managing the Financial Counselor team, Bad Debt team and administrative management of activities for patient collections and Financial Counselors and Bad Debt teams; including sub-divided departments of the team that work not only in patient collections but directly with TOA sites and vendors/business partners that help maintain TOA’s accounts receivables. The AR Manager monitors and maintains performance improvement results and ensures all staff exhibit high level quality and productivity standards.

Work situations vary and require leadership, sound judgement, knowledge of medical acumen, and understanding of factors that impact TOA services. This position will report to the Director of Accounts Receivable and builds relationships with all TOA staff across the sites, TOA physicians, and individual site managers, to ensure our patients connect to the best care possible for each unique situation. The Responsibilities include:

• Responsible for the hiring and terminations of Financial Counselors in collaboration with the Director of AR. This includes all required paperwork, documentation, equipment requests and work from home items that must be processed.
• Tracks time and attendance when AR Supervisor – Financial Counselor and Patient Collections is unable or out of the office and is responsible for coverage of any employee during their time off.
• Responsible and accountable, in collaboration with the AR Supervisor – Financial Counselors and Patient Collections, for the initial training of all staff members as well as the management of any subsequent monthly training sessions to review training and/or additional education that may be needed: Ensure all direct reports know and understand their day-to-day responsibilities and accountabilities; to include reviewing EOBS, Payer Websites and other tools to ensure accounts have been worked correctly.
• Responsible for reviewing Surgery Collectors Worklogs and managing the surgery deposit collection workflow and volumes to ensure timely and effective collection efforts.
• Responsible for reviewing and monitoring the Financial Counselor Phone and Email Groups to include outgoing and incoming calls to manage volumes and ensure timely and effective collection efforts.
• Responsible for running reports and reviewing all group emails to ensure team is managing the volume and workloads.
• Responsible for Bad Debt team and all associated workflows, including to agencies.
• Responsible for the support and management of the Financial Counselors performance measures in collaboration with the AR Supervisor – Patient Collections.
• Responsible for ACA certification for staff in conjunction with the Director of AR.
• Monitors and maintains Financial Counselors workflows, productivity, and quality standards while holding the Financial Counseling team accountable to the standards.
• Responsible for all Training Materials and Revenue Cycle Documents upkeep and ensuring they stay up to date with any changes or additions.
• Responsible for Administration access on all required websites and providing the maintenance of users and their passwords.
• Responsible to manage and assign any special projects for the AR – Financial Counselor and Patient Collections teams.

• Will provide to Director of AR and Chief Revenue Officer daily, weekly, and monthly feedback in the form of observations, productivity, and audit standards.
• Provide clear and actionable feedback to Financial Counseling team members.
• Organizes, schedules, and leads in Financial Counseling team meetings and weekly huddles and meetings with AR Supervisor – Patient Collections.
• Identify top performers and provide growth opportunities if applicable.
• Address performance issues up to and including guidance, coaching or improved action plans.
• Act as a role model for all teams at TOA.

• Identifying collections/denial obstacles/focuses including trending to optimize payments; to include reviewing EOBS, Payer Websites and other tools to ensure accounts have been worked correctly.

• Provide feedback and potential solutions for identified obstacles.
• Recommend new protocols and additional tools as policies and workflows change.
• Develop and implement new policies and procedures with the direction and in collaboration with the Director of AR.

• Attend meetings and/or huddles.
• Performs additional duties as requested by the Director of AR and/or Chief Revenue Officer.

Requirements

• Demonstrated strong communication skills with all staff, management and outside partners and resources.
• Demonstrated an ability to influence either directly or indirectly a team’s culture positively to promote seamless outcomes.
• Demonstrated fluency working with revenue cycle software technology and Microsoft programs such as Excel, Word, and Office.
• Demonstrated strong analytical and problem-solving skills.
• Demonstrated an ability to organize and lead meetings/huddles.
• Demonstrated an ability to multi-task and prioritize tasks and workflows in a fast-paced environment.
• Demonstrated a strong ability to be professional and ethical.
• Demonstrated an ability to keep sensitive items confidential.
• Previous supervisory experience strongly preferred.
• Bachelor’s degree required or equivalent years of experience required.

TOA is an equal opportunity employer. TOA conducts drug screens and background checks on applicants who accept employment offers.