Supervisor, Patient Financial Services

Bargaining Unit: Non Represented - Supervisor

Rate of Pay: $75,275 annually + DOE

Summary
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. The supervisor is responsible for assigned and routine audits/scorecards and communicating outcomes as appropriate. Oversees, reports and corrects the quantity and quality of assigned back-end Business Office functions and associated operations while working under the supervision and direction of the Manager, Patient Financial Services. In concert with the Manager of Patient Financial Services, identify strategies for daily performance improvement, address staff needs, track and report performance and ensure timely billing, follow-up and collections on accounts receivable.

Essential Duties and 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.
• Assists 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.
• Monitors 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.
• Monitors Accounts Receivable and makes improvements for claim billing and follow up within the work parameters established by the Manager of PFS.
• Assist 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.
• Measures and compares key performance indicators; responsible to ensure District is consistently meeting or exceeding industry benchmarks.
• Responsible to be a knowledge resource related to workflow operations and the inner workings of the Health Information System (HIS), EPIC, so as to recommend streamlined workflow resolutions as appropriate.
• Assists with launching new reimbursement and collection initiatives with staff and carries out associated projects through until goals are successfully achieved.
• Ensures timely billing and proactively investigates and addresses potential billing process inefficiencies.
• Supervises volume of billing workload and adjusts biller assignments as needed to maintain Accounts Receivable inventory and cash collections thresholds and targets.
• Extracts and prepares data as requested; ensures all billing and collection activities are compliant with federal, state, and industry standards and regulations.
• Prepares reports for monthly meetings, conducts audits and provides analysis of billing reports to ensure assigned Division’s productivity, efficiency and financial goals are being met.
• Communicates, on a regular and routine basis with the Manager of PFS, other department leaders, insurance carriers, patients, providers and/or outside billing personnel to ensure a smooth workflow and adherence to established performance indicators.
• Analyzes data and prepares reports on collections performance, governmental and commercial payer reimbursement, payment arrangements, etc. as required and/or requested.
• Assists with the root-cause analysis of the designated initiatives that prevent timely billing or collection of accounts assigned to each team member and assimilate 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.
• Assures 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.
• Other duties as may be assigned.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities
Carries out supervisory responsibility in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.

Minimum Education/Experience
Associate's Degree Business, Accounting Finance or Healthcare or 5 or more years relevant experience

Required Licenses/Certifications
AAHAM Certified Revenue Cycle Specialist (CRCS) Healthcare Revenue Cycle

• Within 1 year of hire into job

Other Experience/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.