Patient Financial Services Team Lead

Monitor payment plan queues to verify plans are being followed and follow-up with team member to contact patient when payments stop due to credit card expiration or for any other reason. Monitor third party collections queues and ensure accounts are accurately sent to collections 30 days after receiving final demand letter, as appropriate.

Overview:

Under general supervision, the Self-Pay Team Lead is responsible for overseeing workflows, policies, and procedures related to obtaining
patient payments. This individual will regularly run and interpret reports to monitor team members’ progress in managing outstanding
patient balances and third-party collections. This position is responsible for escalating internal issues causing a delay in reimbursement and
updating processes and techniques to assist their team in completing daily tasks.

Responsibilities:

May include any and/or all the following:

 

• Run weekly reports to ensure all patient letters and statements have been sent while monitoring queues for trends and missed
  account classification changes
• Monitor third party collections queues and ensure accounts are accurately sent to collections 30 days after receiving final demand letter, as appropriate
• Serve as the third-party collection agency point of contact
• Audit the P1 letters (no insurance information) and patience balance statements for accuracy
• Provide support to team members who need assistance with patient calls and more complex accounts in a timely manner
• Monitor payment plan queues to verify plans are being followed and follow-up with team member to contact patient when payments stop due to credit card expiration or for any other reason.
• Monitor delinquent accounts within the third-party collection queue to ensure appropriate follow up was made before account is turned over to our outside collection agency
• Maintain reasonable coverage of patient phone lines
• Maintain filing system for the good faith estimates for patients in accordance with No Surprise Billing Act guidelines
• Review patient refunds weekly to provide accounts to accounts payable team for patient reimbursement
• Maintain an effective training program and written documentation for all processes
• Interview and recommend new team members to fill open positions
• Train new team members on policies, procedures, workflows, and AVID system operation
• Manage team timecards, approve, and coordinate PTO, schedules, and assignments to meet appropriate staffing levels and workload
• Perform routine audits for team members and provide feedback and additional training where necessary
• Participate in the employee evaluation process
• Perform other duties as assigned

HIPAA

• Ensures and adheres to strict confidentiality when handling patient information, according to the HIPAA Privacy Act and hospital
policy and procedure regarding confidentiality.
• Complies with all information security practices.
• Has knowledge of and adheres to all compliance regulations, policies, and procedures.
• Takes annual HIPAA compliance exam.

Qualifications:

Education:
• High school diploma or equivalent (GED) is required
• Associates Degree preferred
Experience:
• A minimum 3 years of experience in patient collections is required
• A minimum of 2-4 years of verifiable experience leading or supervising is required
• A minimum of 2 years of insurance follow-up experience is required
• Excellent customer service skills are required
• Excellent computer and filing skills are required
• Excellent typing proficiency and 10-key by touch is required
• Proficiency in Microsoft Word and Microsoft Excel

 

Other Qualifications:

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
• Verbal and written communication skills
• Ability to respond to questions in a tactful and professional manner
• Ability to manage time wisely and maintain organization
• Ability to interpret accounts and records
• Ability to document workflow
• Understand anesthesia coding
• Interpersonal/human relations skills
• Customer service skills
• Ability to maintain confidentiality and accuracy

 

COMMUNICATION
• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person
• Works with coworkers to obtain required information on a timely basis and to solve outstanding issues, as appropriate
• Promotes and contributes positively to the teamwork of the department by assisting coworkers, contributing ideas and problem-solving
with co-workers
• Communicate with people outside the organization, representing LifeLinc, the public, government, and other external stakeholders
• Attend meetings as needed

 

LANGUAGE SKILLS
• Must be able to read and write English
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence for the needs of the audience
• Ability to effectively present information in one-on-one and small group situations to supervisors, patients, patient's family and other
employees of the organization
• Able to work in a team-oriented environment

 

MATHEMATICAL SKILLS
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent

 

REASONING ABILITY
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to recognize when something is wrong or is likely to go wrong and react accordingly to the situation

 

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential
functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to type and use a computer mouse; and talk or
hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and
ability to adjust focus.