Patient Business Services (PBS) Customer Service Director

MISSION STATEMENT
The mission of The University of Texas MDAnderson Cancer Center is to eliminate cancer in Texas, the nation, and the world through outstanding programs that integrate patient care, research and prevention, and through education for undergraduate and graduate students, trainees, professionals, employees and the public.

SUMMARY
The primary purpose of the Customer Service Director is to manage and coordinate daily operations in
the high volume call patient accounting call center (Phone Unit) and in-person financial counseling
unit. PBS generates over 1 million patient statements per year and receives over 100 thousand calls
per year to the phone unit. Ten thousand patient visits are made to the Alkek unit. Coordinates and
provides oversight on collections within the unit to exceed $35 million yearly and implements
strategies for enhancing collections. Plans and coordinates strategies to improve customer service
and maximize resources to ensure all patient inquires are resolved in a timely and accurate manner.
Focuses on Patient Experience initiatives and technology enhancements. Position ensures that all
processes within CSU are measurable for productivity, compliance and quality standards. This
position collaborates with all operating units in PBS and multidisciplinary personnel to ensure proper
handling, monitoring and oversight of all processes impacting the patient accounting experience for
our patients.

KEY FUNCTIONS

Develop individual and unit goals to identify accountability, responsibility and maximum production
while providing procedures for the customer service unit to ensure a quality patient experience.
Establish education strategy and training program for Customer Service
Oversight on quality audits on accounts and call recordings worked by customer service
representatives for positive patient experience and compliance with accounting and collection
guidelines.
Coordinate and collaborate with other teams in PBS to discuss AR and any issues impacting customer
service; identify trends and create solutions to resolve these issues. Communicate with appropriate
departments, such as Financial Clearance, Managed Care, Clinical Revenue and Reimbursement, and
Ambulatory Access Operations, etc.… regarding trends and operational impacts related to
reimbursement and the patient experience.
Review weekly and monthly departmental overall productivity as it relates to work in progress,
outstanding patient inquiries, backlogs and trends. Assess reports and identify trends and create
solutions for items identified as outliers.
Monitor referral process, collections and returns for bad debt collection agency on patient accounts that
have been outsourced for collections. Ensure monthly reports depicting the above are prepared in a
timely manner. Ensure compliance with contract language as it relates to the return of invoices as well
as reason for return. Coordinate communication with vendor partners to ensure institutional policies
and processes are followed. Collaborate with IT resources to ensure timely primary and secondary
placements.
Develop budget and control expenditures for CSU.
Ensure departmental processes and procedures are documented and current.
Responsible for ensuring staffing for the department to include hiring, counseling, evaluations as well
as providing recommendations regarding staffing requirements to the Executive Director. Ensures
timely action on disciplinary or production matters and follows Human Resources guidelines.
Mentors management team and staff. Performs succession planning for operating unit.
Must be knowledgeable and remain up-to-date regarding CMS (Centers for Medicare and Medicaid
Services) billing regulations, Managed Care Payor Coverage Policy Bulletins, and The Affordable
Care Act, institutional charity care policy and the impact to PBS operations (accounting and customer
service). Focus on CMS guidelines regarding Patient Grievance Reporting and Payor Guidelines
regarding patient satisfaction.
Must ensure compliance of reporting according to Generally Accepting Accounting Principles and
ensure financial controls are in place and monitored in compliance with Sarbanes Oxley standards.
The Director must be prepared to assist with preparing documentation as requested by both internal
and external auditors to validate financial status of accounts, reconciliation processes and
reasonableness of AR (generally for bad debt)
Actively participate in the review of patient accounting system upgrades prior to placing into
production; Coordinate testing of any system implementation or enhancement that will impact
customer service and the patient experience.
Serve as liaison to Patient Affairs, Patient Advocacy, Risk Management and other departments as
called upon to ensure patient satisfaction. Participate on Patient Experience and Patient Family
Advisory Council and other committees as required.
Ensure compliance with all policies related to patient complaints and grievances.
Responsible for interviewing and hiring. Provides employee counseling, updates position descriptions,
prepares and presents employee performance evaluations within appropriate timeframes.
Other duties as assigned.
o Assess strengths and development needs of employees;
o Provide challenging development opportunities; and
o Provide relevant, timely feedback; mentor others.
• IC – Build Relationships:
o Initiate, develop, and manage relationships and networks; and
o Show sincere interest in others and their concerns.
• IC – Provide Direction:
o Provide clear direction and priorities toward a common vision;
o Clarify roles and responsibilities for employees; and
o Promote empowerment.
IC- Inspire Trust
Show consistency among principles, values and behavior;
Gain the confidence and trust of other
IC- Team with others:
Encourage collaboration and input from all team members:
Value the contributions of all team members; Balance individual and
Team goals.
IC- Innovative Thinking
Approach problems with curiosity and open-mindness;
Offer new ideas, solutions, and/or options.