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Mgr of Pt Financial Resc Ctr.

Patient Financial Resource Ctr 
Full Time
Day Shift 
8:30 - 5:00

Voted one of South Carolina’s “Best Places to Work” for 2019, the Lexington Medical Center Physician Network includes more than 450 physicians and advanced practice providers at 75 locations across the Midlands.

From general medicine and orthopedics to oncology and neurosurgery, these dedicated physicians, specialists and surgeons combine the highest quality care with advanced medicine and state-of-the-art technology to help patients achieve the best possible outcomes.  As the third largest employer in the Midlands, we invite you to be a part of our ongoing success and join our LMC Family.

Job Summary

Under the general direction of the Director of Customer Service & Cash Applications, employee will investigate, resolve, document and report patient concerns, complaints and grievances reported to Lexington Medical Center Patient Financial Services Departments. Adheres to the LMC Service Recovery policy and proactively utilizes patient satisfaction and complaint trends to work with leadership to improve processes/facility issues. Provide monthly accountability and variance analysis to Director. A strong work ethic and the ability to work independently is a requirement.  This position also oversees the financial counseling and bad debt areas within PFS.

Minimum Qualifications

Minimum Education: High School Diploma or Equivalent
Minimum Years of Experience: 5 Years of experience in health care environment
Substitutable Education & Experience: 5 Years of experience can be substituted for a Bachelor’s of Science Degree
Required Certifications/Licensure: None.
Required Training: Possess a good overall understanding of revenue cycle process;
High level demonstrated knowledge and skill with MS office suite (Excel, Word, Access, Power Point, Visio and Project);
Excellent communication skills, (verbal and written), analytical skills, including analysis, planning, organizing and troubleshooting;
Basic knowledge of all processes and job responsibilities in all areas of Business Services;
Possess strong customer service skills/interpersonal interactions; ability to handle dissatisfied customers constructively and professionally;
Demonstrated ability to develop and create comprehensive reports and provide analysis.

Essential Functions

  • Mediates between the patient and staff regarding patient concerns or dissatisfaction with service/billing issues and possible identity theft or other fraudulent concerns.
  • Involves Risk Management, Director and VP of Revenue Cycle as needed.
  • Communicates with appropriate individuals/departments, as necessary to resolve the issues and recover the customer.
  • Maintains a database to track overall complaint trends.
  • Researches complaints, arranges solution (if possible) to the patient’s concerns and is held accountable for outcome of provided solution.
  • Collaborates with Patient Financial Services Leadership to make decisions regarding the appropriateness of financial adjustments on the patient’s account.
  • Log/document, process and ensure the resolution of all complaints received through various sources (i.e. telephone calls, letters, guest service department requests, patient/billing process surveys, Administration requests, physician requests, etc.) If unable to resolve, forwards information to appropriate director who is able to resolve outstanding issues immediately.

Duties & Responsibilities

  • Follows up on referred complaints to ensure they are resolved in a timely manner.
  • Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff or management.
  • Communicate routinely with vice presidents, directors, departmental managers and employees through emails, memos, etc., to resolve patient concerns in a professional manner.
  • Prepare and maintain daily and monthly spreadsheet data for the purpose of management reporting.
  • Development of Educational sessions for patients/customers to learn about the complex concepts related to insurance coverage, benefits, coverage options, etc.
  • Oversees the financial counseling department; ensure that patients are screened appropriately for charity and the process is followed to transfer accounts to bad debt as needed.
  • Work with bad debt vendors to ensure accounts are handled appropriately for our patients.
  • Oversees the bad debt and cash office staff.
  • Oversees the tax set off program.
  • Performs special projects or tasks as assigned by Director or Vice President.
  • Performs all other duties as assigned.

We are committed to offering quality, cost-effective benefits choices for our employees and their families:
Day ONE medical, dental and life insurance benefits 

  • Health care and dependent care flexible spending accounts (FSAs)
  • Employees are eligible for enrollment into the 403(b) match plan day one.  LHI matches dollar for dollar up to 6%.
  • Employer paid life insurance – equal to 1x salary
  • Employee may elect supplemental life insurance with low cost premiums up to 3x salary 
  • Adoption assistance
  • LHI provides its full-time employees employer paid short-term disability and long-term disability coverage after 90 days of eligible employment
  • Tuition reimbursement
  • Student loan forgiveness

Equal Opportunity Employer
It is the policy of LMC to provide equal opportunity of employment for all individuals, and to remain compliant with applicable state and federal laws and regulations. LMC strives to provide a discrimination-free environment, and to recruit, select, on-board, and employ all employees without regard to race, color, religion, sex, age, disability, national origin, veteran status, or pregnancy, childbirth, or related medical conditions, including but not limited to, lactation. LMC endeavors to upgrade and promote employees from within the hospital where possible and consistent with the employee’s desires and abilities and the hospital’s needs.

Nearest Major Market: Columbia
Nearest Secondary Market: South Carolina