Job Details

Description

ESSENTIAL FUNCTIONS

• Responsible for supervising, directing, and developing patient account representatives.
• Maintain positive leadership and give frequent performance feedback, and encourage two-way participation and ideas.
• Perform quality auditing on live and retrospective auditing of inbound and outbound phone calls.
• Coaches established employees when needs are identified, holding employees accountable for results through coaching and development of action plans.
• Performance management of personnel, including reviews, corrective action, mentoring, development plans, and performance improvement plans.
• Assist in interviewing, hiring, and training of new staff members.
• Monitor and manage the productivity and performance of assigned employees, including reporting daily/weekly/monthly department metrics to Senior Management.
• Responsible for handling escalated patient phone calls regarding billing and payment issues.
• Acts as a resource to the department, taking inbound phone calls to provide coverage for breaks and lunches.
• Review patient accounts for accurate customer service, supporting documents, and correct collections activity.
• Support and comply with all company policies and procedures, and comply with Medicare and Medicaid regulations.
• Conducts regularly scheduled staff meetings.
• Must be able to meet deadlines given by Senior Management.
• Research and resolve discrepancies in a timely manner.
• Works with sensitive and confidential materials and must be able to exercise discretion.
• Review and assist with processing refunds, turning accounts to collections, and financial assistance applications.
• Responsible for accurate and timely application of transactions, including adjustments and write-offs.
• Communicate effectively with other internal departments and with outside vendors, such as the phone system, collection agency, and credit card processor.

EDUCATION

• High school diploma/GED or equivalent working knowledge.

EXPERIENCE

• Requires 2 or more years’ experience acting as a team lead or in a supervisor role in a revenue cycle department in a healthcare environment.
• Previous supervisory experience and strong leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.

REQUIREMENTS

• Must have a full understanding of the Revenue Cycle Management process to include Collections and Billing
• Excellent critical thinking, troubleshooting, and analytical skills
• Excellent interpersonal skills, including conflict management
• Experience working in Microsoft products – Word, Outlook, and Excel (advanced formulas, pivot tables)
• Well organized and able to meet deadlines
• Excellent attention to detail

KNOWLEDGE

• Knowledge in patient billing, healthcare administration
• Knowledge of business office methods and policies regarding productivity/workload analysis and scheduling procedures.
• Knowledge of government regulatory requirements and commercial contracts.

SKILLS

• Skilled in defusing difficult situations while remaining calm and exhibiting professionalism and courtesy.
• Skilled in establishing metrics and clear objectives, including performance management.
• Skill in effectively managing multiple projects simultaneously.

ABILITIES

• Ability to multitask and work well under pressure
• Ability to analyze problems and interpret information and to prioritize and reprioritize, as necessary. Ability to work independently and as part of a team.
• Ability to work in a fast-paced environment                                                                                                                                  

ENVIRONMENTAL WORKING CONDITIONS

• Normal office environment. If working from home, WFH space must me in a private area.  

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment. Some bending and stretching required. Manual dexterity using a calculator and computer keyboard.

ORGANIZATIONAL REQUIREMENTS

• HOPCo Mission, Vision and Values must be acknowledged and adhered to

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve.

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