The Client Support/Customer Service Manager is responsible for communication, providing education and support to entities serviced by the Credentialing Processing Center (CPC). The Client Support and Customer Service Manager will work closely with the Medical Staff Offices (MSOs) to ensure compliance with policy and procedures as it relates to CPC processing, credentialing standards, and credentialing technologies. The manager is responsible for working closely with the CPC AVP, Director(s) and Managers to identify process and policy changes, issue resolution, and client communication. The Client Support and Customer Service Manager is responsible for the management of the Customer Service Support Team (CSST) as well as the oversight, measurement and analysis of feedback provided by CPC customers for the purpose of driving credentialing process improvement.
Duties include but are not limited to:
Manage staff of CPC's Customer Service Support Team (CSST) to assure that the quality and productivity meets Parallon goals.
Follow Parallon procedures to capture, trend and analyze information from Customer Service Support Team (CSST), CPC Management Team, MSOs, facility CEOs, and market/division representatives in order to drive process improvement, training and communication.
Provide on-going support to CPC Customers through regularly scheduled customer service calls/meetings and scheduled division meetings.
Work to effectively onboard new clients to CPC operations and credentialing technologies.
Lead communication with MSOs (e.g. CPC newsletter(s).
Provide daily/on-going education on CPC Polices/Procedures, credentialing technologies, Cactus data management, and clinical privilege management.
Lead monitoring and reporting regarding escalation of MSO-related incidents of noncompliance.
Assist in identifying educational needs, submit requests for new educational material development to Parallon's Credentialing Training Developer, and implement training for facilities, and market/divisions, and large group practices on credentialing operations and technologies.
Provide on-going oversight of data touch points with the MSO/CPC including but not limited to Records with greater than 24 months between "To" and "From" dates, Past or No "To" Dates, Aging/Open CVI Reporting, Missing Categories/Status/Updates to Active Checkbox, and No Delineation of Privilege.
Research and formulate resolution for issues escalated by MSO, facility CEO, SSC CEO, Clinical Services Group, and Parallon Credentialing AVP.
Provide advanced customer service for difficult clients/providers.
Remain knowledgeable on standards set forth by Joint commission, AAAHC, and Federal/State Regulations.
Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement".
Perform other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES
Organization - proactively prioritizes needs and effectively manages resources
Communication - communicates clearly and concisely
Leadership - guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
Tactical execution - oversees the development, deployment, and direction of complex programs and processes
Polices & Procedures - articulates knowledge and understanding of organizational policies, procedures, and systems
PC Skills - demonstrates proficiency in Microsoft Office (Excel, Access, Word) applications and other as required
Financial Management - applies tools and processes to successfully manage the budget
Project Management - assesses work activities and allocates resources appropriately
Credentialing & Privileging technical skills extensive credentialing process and primary source verification knowledge
Travel at 35% for Division meetings/presentations and training
At least 2 years in credentialing management required.
Centralized credentialing/primary source verification office experience preferred.
Experience with Credentialing Accreditation by Joint Commission, AAAHC, and/or National Committee for Quality Assurance preferred.
Detailed working knowledge of the health care and credentialing industry, including medical-legal issues and laws, regulatory agencies, and other national standards preferred.