Mercy Medical Center Clinton Mgr Cust Svc & Pymt Posting IA in Iowa Patient Financial Services Shared Service Ctr - Trinity Health Corporate - Mason City, Iowa


IN308_69616 Uro - Pt Financial Serv Ia

Expected Weekly Hours:



Day Shift

Position Purpose:

Job Description Details:


This position is responsible for leading and directing the work of customer service and correspondence within the Shared Service Center (SSC).

The manager is expected to motivate staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and

financial performance. The manager optimizes staff performance through process redesign, policy/procedure implementation, communications, and outcome feedback.

Interacts with other departments within the Shared Service Center (SSC) as well as within the Ministry Organizations (MO), as required and serves as a representative of the

department. Attends managerial meetings as required and supports the core values of Trinity Health, which is an integral part of this position.


  1. Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

  2. Educates Ministry Organization leadership and associates, and physician office staff regarding Revenue Cycle customer service processes, issues, trends, and outcomes.

  • Functions as a consultant to Ministry Organization (MO) and Shared Service Center (SSC) Leadership, physicians, and others regarding patient issues and complaints; and

  • Meets with MO and SSC Leadership, individual or groups of physicians, 3rd party payers, and vendors as necessary in order to facilitate the customer service process.

  1. Provides leadership for departmental services through collaboration with customers, employees, physicians, clinics, other internal departments and services, vendors, etc.

Scope of job duties, include and are not limited to:

  • Directly responsible for managing the customer service and correspondence activities for the assigned region;

  • Manages the documentation and resolution of customer requests, questions and complaints, primarily in regard to billing and insurance; however situations may include any and all aspects of patient care;

  • Analyzes trends to recommend process/procedure updates in order to better meet future customer requirements, as well as to determine the best use of resources;

  • Interprets 3rd party payer contract requirements and recommends, designs, and implements procedures for compliance and standards; and

  • Negotiations with insurance vendors, medical directors, and 3rd party payers, when appropriate, in order to facilitate customer resolution.

  1. Manages assigned staff in order to ensure steady workflow balance and high quality outcomes;
  • Interviews, selects and is accountable for the on-going development and evaluation of individuals within the area of responsibility;

  • Develops associate work schedules to ensure cost effective staffing that meets customer requirements; Anticipates and plans for fluctuations in staffing;

  • Establishes, implements and evaluates on-going performance improvement programs, utilizing an interdisciplinary approach;

  • Responsible for the financial and personnel management of assigned areas; and

  • Effectively directs and facilitates a multidisciplinary team to achieve its desired outcomes.

  1. Identifies action plans to improve the quality of services in a cost efficient manner and facilitates plan implementation.

  2. Prepares required reports using statistically sound information, displaying content in easily understandable format.

  3. Maintains professional development and growth through journals, professional affiliations, seminars, and workshops to keep abreast of tends in revenue cycle operations and healthcare in general.

  • Participates as appropriate in continuing educational programs and activities that pertain to healthcare and revenue cycle management, as well as specific functional areas;

  • Develops and implements an annual plan of personal and professional development; and

  • Participates in local, regional and national health care revenue activities and professionally represents Trinity Health at these functions.

  1. Serves in a leadership role and promotes positive Human Resource Management skills:
  • Foster teamwork atmosphere between business and clinical stakeholders;

  • Retains, recruits and manages staff training and mentoring.

  1. Other duties as needed and assigned by the Regional Manager or other URO Leadership, including but not limited to leading and conducting special projects. Develops project work plans, facilitates resource

allocation, executes project tasks and obtains assistance from other intra and inter-regional resources, as required.

  1. Maintains a working knowledge of applicable federal, state, and local laws and regulations, Trinity Health's Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.


  1. Must possess a demonstrated knowledge of Patient Access and Patient Accounting functions, as normally obtained through a Bachelors degree in Healthcare or Business Administration, or a related field, or an equivalent combination of years of education and experience. Three or more years of experience managing functional areas of Registration, Financial Counseling, Billing/Follow-Up, Customer Service, or other management functions related to revenue cycle activities in a complex, multi-site environment. One to two years experience in managing a Customer Call Center preferred.

  2. Working knowledge of hospital patient accounting systems, Microsoft Office software, and call center principles and operations required.

  3. Ability to communicate and work with patients/guarantors, physicians, physician offer personnel, associates, 3rd party payer review personnel, and others in order to expedite revenue cycle processes to avoid negative financial and/or customer service impact on the facility. Dynamic communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers. Serves as a change agent, coach, mentor, team builder and facilitator.

  4. Demonstrated ability to interpret 3rd party payer contract requirements and recommend, design, and implement procedures for compliance with regulations and standards. Ability to negotiate with insurance vendors, medical directors, and 3rd party payers when appropriate in order to facilitate the billing/collections and account resolution processes.

  5. Ability to lead and manage diverse staff in a learning environment with frequent changes in departmental priorities. Ability to recognize necessary changes in priority of tasks and allocation of resources, and act upon them as required to meet workload balance.

  6. Exhibits superior management skills that emphasize team-building and strong leadership with the ability to provide clear direction to the department, while also functioning as an individual contributor.

  7. Effective critical thinking, problem solving and decision-making skills.

  8. Ability to attract, develop and retain a world-class revenue cycle team, capable of performing as a team and of evolving with the organization's vision and with cutting-edge technologies.

  9. Demonstrates high levels of initiative, drive and poise coupled with qualities of maturity, professionalism, flexibility, and patience.

  10. Must be comfortable operating in a collaborative, shared leadership environment.

  11. Must possess a personal presence that is characterized by a sense of honesty integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.


  1. Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

  2. Must be able to travel to the various Trinity Health sites (5%-) as needed.

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs more than 120,000 colleagues at dozens of hospitals and hundreds of health centers in 21 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.

Trinity Health offers rewarding careers in a community environment with all the advantages of working at one of the nation's largest health systems. We provide high-quality, people-centered care in 22 states through our network of hospitals, facilities, community-based services, and continuing care locations - including home care, hospice, Program of All Inclusive Care for the Elderly (PACE), and senior living facilities. If you are looking for a rewarding clinical or administrative position, you'll find exceptional career possibilities, opportunities for advancement and a job with meaning at Trinity Health.

Trinity Health employs more than 131,000 colleagues across 22 states. We honor and embrace a diverse representation of people, ideas and backgrounds. Our dedication to diversity is evident in our commitment to training, education, recruitment, retention and development, as well as community partnerships and supplier diversity.

Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences and health practices of the communities we serve and to apply that knowledge to produce positive outcomes. We recognize that each of us has a different way of thinking and perceiving our world, and that our differences not only serve to unite us, but also lead to innovative solutions.