Supervisor- Patient Service Center

About the role

The Patient Services Center Supervisor provides guidance and mentoring of new and/or existing staff with daily work effort and proper handling of patient accounts. The Supervisor has oversight of either or both the financial clearance and scheduling functions, providing coordination and management of the Patient Service Center Team to maximize quality of service. This includes monitoring, evaluating, and coaching Team members.

Responsibilities

• Provides daily support/mentoring/training to new hires as well as existing PSC staff
• Develops a culture of service excellence by ensuring that the staff is consistent in delivering a positive customer service experience at all times
• Acts as part of the management team to ensure that the group is meeting all operational goals, including but not limited to reviewing current POS collections, denials, daily metrics, compared to targets to drive staff awareness and discussion
• Performs full patient financial clearance and/or scheduling as needed in order to maintain service level to provide exceptional customer service to patients
• Responsible for the monitoring of daily activity and completion of performance and metric reports such as financial clearance or scheduling reports; also can perform special projects and reporting when assigned
• Enforces departmental policies, practices, procedures and work rules in accordance with approved department and hospital policies and assists in the development and implementation of new policies according to hospital and corporate guidelines
• Participates in and coordinates daily team huddles to provide reminders, education and information and to sustain a culture of engagement, collaboration, staff appreciation and ongoing communication
• Answers inquiries and provides information to client/hospital directors, managers and staff as needed to assist with patient issues and follow-up
• Provides assistance in managing escalated issues as needed

Supervisory responsibilities

Direct reports include Rep, PSC I; Rep, PSC II; Rep, PSC III; and Rep, PSC Lead. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• High school diploma or GED required
• 2 or 4 year college degree preferred
• 3-5 years of experience in a call center environment preferred
• 3-5 years of experience in healthcare industry preferred
• 2 plus years in supervisory or lead role preferred

Skills

• Excellent interpersonal and organizational skills
• Demonstrated leadership abilities
• Thorough knowledge of computer systems in Health Care Information System
• Knowledge of function and relationships within a hospital environment required
• Customer service skills and experience
• Ability to receive and express detailed information through oral and written communications
• Course in Medical Terminology preferred
• Understanding of Third Party Payor requirements required
• Understanding of Compliance standards required
• Builds and maintains collaborative relationships with both internal and external Clients that lead to more effective communication and a higher level of productivity and accuracy
• Must be able to appropriately interpret physician orders, medical terminology and insurance cards while maintaining Conifer Standards of Care
• Hold team members accountable for achievement in meeting the departmental goals and performance metrics, including timely completion of all educational and HR requirements
• Ability to work in a production driven call-center environment
• Familiarity with working with dual computer monitors (may be required to use dual monitors)
• Must have basic typing ability
• Must have working knowledge of Windows based computer environment
• Ability to multitask in multiple systems (financial clearance and scheduling) simultaneously
• Extensive multitasking ability

Pay

$39,894.40 - $59,841.60 annually. Compensation depends on location, qualifications, and experience. Management level positions may be eligible for sign-on and relocation bonuses.

Benefits

• Medical, dental, vision, disability, life, and business travel insurance
• Paid time off (vacation & sick leave) – minimum of 12 days per year, accrued at a rate of approximately 1.84 hours per 40 hours worked
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance
• For Colorado employees, Conifer offers paid leave in accordance with Colorado's Healthy Families and Workplaces Act

Schedule

Must be available to work hours and days as needed based on departmental/system demands. Must be "on-call" as needed.