Assistant Vice President, Revenue Cycle Customer Service

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How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well‑being of every person we serve. We are proud to have become a shining example of what’s possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry and in people’s lives.

Day (United States of America)

The Assistant Vice President of Customer Service is responsible for managing all aspects of Wellstar Health System Customer Service Call Center and Revenue Cycle Centralized Operations Support Unit. The AVP of Customer Service will lead the Customer Support Teams and Revenue Cycle Centralized Operations at Wellstar Health System in keeping up with our Core Value of "World Class Customer Service." The AVP of Customer Service drives results, continuous improvement, and collaboration.

Key business outcomes used to measure success include call center KPI's, self‑pay collections growth, and vendor performance/productivity. The position manages daily operations of the Customer Service department for hospital and physician services across Well Star Health System, including customer service, self‑pay collections, county application processing, and charity/financial assistance. Other responsibilities include managing the relationship with Well Star Health System’s self‑pay vendors and developing and maintaining informatics security applications/systems for both hospital and physician services.

This is an independent management position requiring expertise in customer service skills, policy development, invoicing reconciliation, complex data analysis, and decision‑making within the scope of responsibility. Major decisions are subject to review and approval of the Vice President (VP) of Revenue Cycle. The role demands strong analytical, problem‑solving, and leadership capabilities, as well as supervision of subordinate staff. Internal contacts include all staff and management levels throughout Well Star Health System;

external contacts include patients, families, insurance companies, physicians, state and federal agencies, oncologists, outside accounting firms, auditors, and vendors. The position reports directly to the VP of Customer Service.

• Manage the daily operations and programs of the Customer Service and Self Pay Departments within the Single Business Office, ensuring policy and procedures are followed and the self‑pay collection process is handled in a timely and professional manner.
• Manage the daily operations of county applications and claims processing to ensure payments for indigent care are made within corporate policy definitions.
• Oversee the quality standards in handling financial assistance documents and correspondence, reviewing necessary documentation on patient accounts.
• Manage self‑pay vendors and ensure they perform at optimal levels.
• Monitor and manage metrics on patient balance recovery and call volume, dropped call rates, and hold times.
• Authorize requests for writing off bad debt accounts and cancellation of accounts from collection agencies.
• Ensure assigned departments are adequately staffed, reassessing workload assignments regularly, maintaining productivity and billing statistics to justify department staffing levels.
• Establish controls and review mechanisms for all procedures to ensure systems and procedures are followed correctly.
• Monitor current standards of productivity and quality expectations for all staff.
• Maintain strong knowledge of reimbursement procedures of third‑party and private insurance payers, state and federal regulations, and local insurance regulations.
• Facilitate regular staff meetings to communicate departmental and organizational issues, goals, achievements, and changes.
• Select, evaluate, counsel, and discipline staff as required in a positive manner consistent with medical center policies.
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