Customer Retention Manager jobs in Yakima, WA

About Astria

The Astria Health system, headquartered in the heart of the state of Washington’s wine country in the beautiful Yakima Valley, is the largest non-profit healthcare system based in Eastern Washington. Astria Health is the parent non-profit organization of Astria Sunnyside Hospital and Astria Toppenish Hospital and delivers care throughout the Valley through its Astria Health Hospitals and its Astria Ambulatory Care model focused on delivering the highest level of ambulatory and outpatient care in convenient locations in both the Lower and Upper Yakima Valley. Astria Ambulatory Care is designed to meet the changing lifestyles and diverse needs of those living and working throughout the region.

Across our healthcare network, you will find a dynamic range of meaningful careers and opportunities for growth and safe workplaces. Whether we use our expertise in accounting, human resources, finance, planning, marketing, or our clinical services in any of our operational divisions, our shared passion for providing exceptional healthcare to our communities motivates us to achieve excellence each day. If you share our passion, we want to hear from you.

We’re a great place to work (but don’t take our word for it)

Our operating principles define how we come together as a team to do our work. They reflect Astria Health’s unique view on what’s important and right - being a leader in providing innovative, exceptional rural healthcare solutions with kindness and dignity. Documenting this core aspect of our culture helps employees make good decisions independently, cultivate trust through accountability, and go beyond the expected. We believe in continuously escalating the bar for talent and performance because we are obsessed with a commitment to excellence and patient care. It also helps candidates consider career opportunities and evaluate whether they will thrive at Astria Health.

Astria Health is seeking a Customer Service Manager to join our team!

What you get to do every day!

As the Customer Service Manager, you will be responsible for responsible for leading and managing all aspects of customer service operations within Astria Health. This role is crucial in ensuring a high level of customer satisfaction and maintaining effective communication between patients, their families, and the health system. You will:

• Oversee the customer service team, ensuring effective resolution of patient inquiries and concerns related to billing, insurance, and other financial aspects.
• Train and mentor customer service staff to enhance their skills in handling patient communications, complaint resolution, and service excellence.
• Monitor and evaluate team performance, setting targets and implementing strategies to achieve high customer service standards.
• Ensure all customer service activities comply with healthcare regulations, hospital policies, and best practices.
• Act as a liaison between patients and other departments, ensuring patient needs and concerns are addressed promptly and effectively.
• Collect and analyze patient feedback to identify trends, make recommendations for service improvement, and enhance patient satisfaction.
• Regularly report on customer service metrics, challenges, and successes to the Director and other stakeholders.
• Handle escalated patient issues, providing solutions that align with Astria Health's values and patient care standards.
• Collaborate effectively across organizational boundaries.
• Adheres to the core values and standards of the organization.

What you bring to the role:

• Bachelor’s degree in Business Administration, Finance, Healthcare Administration, or related field.
• Minimum of five years’ experience in healthcare billing and claims processing
• Demonstrated proficiency with medical billing processes, insurance, and healthcare revenue cycle management.
• Demonstrated proficiency with healthcare billing systems and Microsoft Office Suite.
• Oral and written fluency in the English language.

This position is identified as a safety-sensitive position for which impairment while on the job would present a substantial risk of death. As a condition of employment, you will need to authorize and complete a background check. Information received from the background check is reviewed case-by-case and will not necessarily remove an applicant from consideration.

Pay and Benefit Expectations

We provide a comprehensive benefits package, including competitive salary, medical, dental, and retirement benefits, and paid time off. As required by various pay transparency laws, we share a competitive compensation range for candidates hired into each position. Pay is influenced by factors specific to applicants, including but not limited to skill set, level of experience, and certification(s) and/or education. This position is not associated with a union contract.

Astria Health is an Equal Employment Opportunity employer!

We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based on race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics.

Astria Health employees must adhere to the Company’s security policies and Code of Ethics.

Individuals needing accommodation in the application and testing process or need this job announcement in an alternative format may call Human Resources at 509-837-1628, at least two days before the need.

Please note Astria Health does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies.