Supervisor, Patient Financial Services

About the role

This is a supervisor position within the Patient Financial Services Department. The Supervisor provides supervision to a team of support staff. The supervisor is responsible for coaching, mentoring, modeling best practices, scheduling and day-to-day performance of the assigned sections/divisions of the Department.

Responsibilities

• Plans, coordinates, directs, and supervises activities of assigned patient financial services (PFS) area(s).
• Delegates, monitors, and evaluates activities of assigned staff to ensure accuracy and efficiency of business operations.
• Implements, under the supervision of the Manager of Patient Financial Services, business operations process changes.
• Implements work plans and efficiency improvement strategies.
• Promotes and supports processes, programs, and methods to enhance quality of service.
• Develops and monitors use of process improvement tools to ensure efficient, productive, quality work flow and environment.
• Develops procedures, tip-sheets and other training material/documentation.
• Prepares and maintains statistical data on incoming work and identifies potential operational problems/challenges.
• Analyzes history of delinquent accounts; determines whether account is collectible; prepares write-off accounts for leadership review and approval; attaches pertinent information to assist outside attorney inquiries; submits all reports, action items, delinquent accounts to PFS Manager for review; summarizes monthly performance metrics and their associated outcomes and modification(s) to consistently achieve deliverables.
• Communicates and corresponds with insurance carriers, intermediaries, patients, providers, staff and other departments/personnel as necessary to achieve all essential job duties; obtains complete and verified information.
• Processes problem claims and bills. Solves other billing problems as assigned and delegated by the Manager of PFS.
• Provides information for and collaboration with the Project Management Office (PMO) as needed for special projects/activities within assigned area(s).
• Contacts debtor and arranges interviews and collection of debt. Receives telephone calls and correspondence pertaining to charges and services, researches complaints and inquiries, and responds to patients in timely manner.
• Affords assistance with the hiring, training and supervision of assigned staff as appropriate.
• Communicates goals, objectives, accountabilities, priorities, and authority parameters to assigned staff.
• Supervises and monitors the performance of PFS staff members while motivating them to work quickly and with precision.
• Supervises PFS personnel in the timely completion of all essential functions including billing, collections, cash posting, accounts receivable, etc.
• Maintains quality and productivity levels for both individual staff members and the team as a whole; identifies and re-trains underperforming staff members as needed.
• Ensures all staff provide exemplary customer service to both internal and external customers.
• Works with other department Supervisors to generate reports on a routine and regularly basis.
• Maintains Accounts Receivable and makes improvements for claim billing and follow up within the work parameters established by the Manager of PFS.
• Affords assistance with the planning of initiatives to increase performance as needed.
• Provides formal and informal communication and distributes education and information to the team as needed.
• Makes measurements and comparisons of key performance indicators; responsible to ensure District is consistently meeting or exceeding industry benchmarks.
• Assists with the root-cause analysis of the designated initiatives that prevent timely billing or collection of accounts assigned to each team member and assimilates the data into readable and useful tools for analysis.
• Participates and collaborates with the Manager of PFS for making effective recommendations to the larger Revenue Cycle Team leading to effective solutions to business office operations and overall performance.
• Works in collaboration with all departments and units in the revenue cycle to appropriately communicate issues and/or barriers and to formulate work plans for resolution of trended issues/operational challenges.
• Develops staff training materials and competency monitoring for all associated Patient Financial Services functions, including billing, follow up, cash collections, cash posting, denials management, customer service follow up, etc.
• Reports performance results to the Manager, PFS.
• Affords assurance of uniformity in billing and follow-up policies, procedures and protocols.
• Demonstrates Health System Values in performance and behavior.
• Complies with Health System policies and procedures.

Qualifications

• Education: High School diploma or equivalent required. Associates Degree preferred in Business, Finance, Healthcare or closely related field of study.
• Experience: Minimum of two (2) years previous work experience in a healthcare setting required; 5 years of leadership experience preferred and may be substituted for AAS/AS/AA Degree.
• Licenses/Certifications: AAHAM Certified Revenue Cycle Specialist (CRCS) Healthcare Revenue Cycle within 1 year of hire into job.