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
