Patient Billing Call Center Supervisor

Under general management, supervises the daily operations of one or more patient billing departments such as claim resolution, payment posting, call center, central pre-registration. Establishes and maintains systems to ensure that the department meets company financial and operational objectives. Provides training and support to staff regarding systems, processes, procedures and customer-service standards. May assist with monitoring, management and development of department budgets.Typically reports to a Billing Manager.

• Coordinates daily departmental operations, ensuring organizational quality and compliance standards are met (e.g payment posting are completed accurately and in a timely manner, A/R has no more than 30% of accounts over 90 days past due). With direction, resolves most problems and/or recommends solutions to departmental issues. Keeps supervisor updated on all operational issues that arise.
• Supervises medium size group (typically 5-15 employees) of primarily nonexempt staff, with no subordinate supervisors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Provides direction and support to staff to assure departmental effectiveness and efficiency. Responsibilities include interviewing, selecting, orienting and training employees; planning, assigning, and directing work; evaluating performance; rewarding and disciplining employees; reviewing personnel actions of subordinates and addressing complaints and resolving problems. May work with supervisor on issues related to salary and/or disciplinary action of subordinates. Must supervise the equivalent of at least 2 full-time employees.
• Monitors operational policies, procedures and systems in accordance within established guidelines. Works with manager to assure continuity of systems and to implement new operational policies and procedures. With minimal supervision, implements operational procedures and systems in accordance with established guidelines. Keeps manager informed of progress.
• Maintains a thorough understanding of automated billing systems used in the department and ensures that the billing staff understands system functionality.
• Expedites workflow and communication. Evaluates effectiveness of current systems and makes recommendations that will forward achievement of department objectives.
• Monitors quality of service. Reviews all functional tasks within department for accuracy, timeliness, and completeness.
• Provides administrative presence for patient, staff, and 3rd party inquires and requests. Assists in the complaint resolution process by gathering information, researching and summarizing results. Resolves problems within a broad scope of established parameters. Oversees incoming calls to ensure excellent customer service. Involves supervisor when clarification is needed and keeps supervisor informed of progress.
• Reviews and evaluates department progress through audit and financial reports available on billing system. Uses reports to ensure accuracy of statistics and integrity of existing systems. Performs analyses and prepares reports on billing and collection activities.
• Develops and maintains departmental policies and procedures manuals.
• Assists in the monitoring and managing of the departmental operating and capital budgets. Monitors budget variances. May assist in budget development process. In conjunction with manager, may assume responsibility for aspects of on-going budget management for entire site.
• Handles scheduling, timesheet and payroll issues for staff.
• Represents the department at meetings and special task forces, as required.
• Serves as liaison to other internal and external departments to ensure efficient operations.
• Performs all job functions in compliance with applicable federal, state, local and company policies and procedures.

Busy office environment with frequent deadlines and interruptions.