Director of Support Services in Brentwood at Parallon

Date Posted: 9/24/2018

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Job Description

Parallon believes that organizations that continuously learn and improve will thrive. That's why, after more than a decade, Parallon remains dedicated to helping hospitals and hospital systems operate knowledgeably, intelligently, effectively and efficiently in the rapidly evolving healthcare marketplace, today and in the future. 

As one of the healthcare industry's leading providers of business and operational services, Parallon is uniquely equipped to provide a broad spectrum of customized services in the areas of revenue cycle, purchasing, supply chain, technology, workforce management and consulting. 

Parallon's purpose is simple. We serve and enable those who care for and improve human life in their communities. 

Job Title: Director of Support Services 

General Summary of Duties: The Patient Support Director is responsible for daily operations of all Patient Support functions, coordinating when necessary with other Physician Service Center departments. This individual demonstrates a strong commitment to customer relationships by taking ownership of issues and facilitating effective outcomes in a timely manner. The Support Services Director is responsible for working with all departments in the Physician Service Center to facilitate the creation of the best possible patient billing experience. The Director interprets policies and procedures, recommends changes as appropriate, and provides relevant feedback to Service Center leadership. As the Patient Support leader, this person also serves as a key promoter of the Service Center as a service organization which strives to meet and exceed the needs of its customers.

Supervisor: COO

Supervises: Patient Support management and staff

Duties Include but are not Limited to:
•Oversee operations of Patient Support functions such as handling incoming calls, communicating with Physician Practices and accurate routing of tickets for resolution
•Provide relevant guidance for Patient Support Managers and other Directors to resolve internal and external issues
•Inform COO of any significant issues in the Patient Support area (e.g., payer issues, vendor issues, etc.)
•Stay abreast of regulatory requirements and company compliance policies, ensuring timely staff education
•Review Patient Support performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in Service Level Agreements
•Complete monthly trending analysis of performance
•Analyze support data and provide reporting insights to assist in management decisions which align operational performance with strategic goals
•Regularly review and ensure Customer Support activities align and support the needs and growth of the business
•Establish policies and procedures supporting efficient and effective delivery of quality support services including call/incident tracking and escalation processes, system automation, etc.
•Meet or exceed performance and productivity standards as established by Leadership
•Oversee management of Patient Support personnel, providing recommendations for hiring, promotion, salary adjustment and personnel action where appropriate
•Support the Service Center staff in company-wide initiatives such as the development of operational models and education programs
•Identify and implement process improvements to lower costs and improve service to facility customers
•Assume a lead role for innovation, knowledge sharing and leading practices identification within the Service Center and among peer group
•Perform staff reviews and prepare performance documents for direct reports
•Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
•Other duties as assigned

Knowledge Skills and 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
•Policies & Procedures - articulates knowledge and understanding of organizational policies, procedures and systems
•PC skills - demonstrates proficiency in Microsoft Office applications and others as required
•Financial management - applies tools and processes to successfully manage to budget
•Project Management - assesses work activities and allocates resources appropriately
•A documented track record of implementing and accomplishing customer service improvements in complex revenue cycle environment.
•Demonstrated ability to lead a team.
•Experience working with process management.

•Social Perceptiveness— Being aware of other’s reactions and understanding why they react as they do.
•Critical Thinking— Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
•Complex Problem Solving— Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
•Service Orientation— Actively looking for ways to help people.
•Negotiation— Bringing others together and trying to reconcile differences.
•Systems and Data Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes. Ability to use data analysis and interpretation to support position and gain commitment to the experience initiatives.
•Systems Evaluation — Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

•Bachelor’s Degree in Business or related field required


•Support Services experience
•Minimum 5 years management experience in a contact center

Certificate/License: N/A

Physical Demands/Working Conditions- Requires prolonged sitting, some bending, stooping and stretching. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Requires lifting papers or boxes up to 25 pounds occasionally. Work is performed in an office environment. Work may be stressful at times. Contact may involve dealing with angry or upset people. Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations.

OSHA Category-The normal work routine involves no exposure to blood, body fluids, or tissues (although situations can be imagined or hypothesized under which anyone, anywhere, might encounter potential exposure to body fluids). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid, or to be potentially exposed in some other way.