Supervisor, Customer Service PBS-C

  • Part Time
  • Personal Trainer
  • Anywhere

Trinity Health

POSITION PURPOSE Supervises and coordinates the day-to-day billing and follow-up team responsible for billing and follow-up government accounts and related activities within the Hospital or Medical Group government revenue operations of an assigned Patient Business Services (PBS) location. Motivates staff to achieve the highest levels to meet the organization goals for customer service, operational and financial performance. This position reports directly to the Manager Billing and Follow-up. ESSENTIAL FUNCTIONS 1. Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions. 2. Provides hands-on supervision of daily activities and workflows of the billing and follow-up team handling billing and follow-up of government accounts in order to achieve optimal area performance and colleague productivity goals as part of the revenue cycle process for an assigned PBS location. 3. Provides supervision and coordination of assigned tasks of billing and follow-up colleagues handling government accounts at an assigned PBS location. 4. Monitors timeliness of claims billed, paid/settled, and reviews documentation in appropriate system(s). 5. Ensures colleagues carry out duties and responsibilities in an effective manner, which in turn promotes maximized reimbursement based upon services delivered. 6. Identifies and implements solutions to problems and issues affecting accurate billing and follow-up activities. 7. Focuses efforts of colleagues on proactive practices, which includes contacting payors directly for payments due on accounts and reviewing and responding to all mail correspondence in a timely and efficient manner. 8. Identifies and participates in continuous quality improvement initiatives across the billing and follow- up team and other functional areas in order to streamline processes. 9. Participates in the redesign of billing processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes. 10. Reviews and track trends of the billing and follow-up process and makes recommendations for problem and issue resolutions based upon colleague findings; reports findings to the Manager and Director Billing and other PBS leadership. 11. Prepares service level metrics and explanatory summaries for the Manager and Director Billing and Follow-up and other PBS leadership. 12. Evaluates potential new colleagues and makes recommendations for hiring. 13. Assists with identifying training needs and coordinating with department trainer to develop and conduct training programs, including on-the-job training. 14. Assists with establishing performance standards for billing and follow-up colleagues. Monitors and tracks colleague activities against established performance standards and provides immediate feedback to achieve performance improvement. 15. Other duties as needed and assigned by the Manager. 16. Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior. MINIMUM QUALIFICATIONS 1. Must possess a comprehensive knowledge of revenue cycle functions and systems, as normally obtained through an Associate’s degree in Business or Healthcare Administration or a related field, and minimum of three (3) years of experience within the area of revenue management, specifically experience with Account Billing and Follow-up or other functions related to revenue cycle activities or an equivalent combination of education and experience. Experience in a complex multi-entity healthcare organization or large complex revenue cycle services preferred. 2. Exhibits supervisory skills that emphasize team building and strong leadership with the ability to provide clear oversight and coordination of department services, while also functioning as an individual contributor. 3. Supervisory or team leader experience preferred. 4. Strong written and verbal communication skills. Ability to communicate effectively with payors and work with all levels of colleagues to expedite revenue cycle processes while supporting customer service. 5. Effective critical thinking and problem-solving skills. Ability to analyze data and prepare related reports and summaries. 6. Strong organizational skills supervising direct reporting relationships. 7. Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel. 8. Must be comfortable operating in a collaborative, shared leadership environment. 9. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health. PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS 1. This position operates in a typical office environment. The area is well lit, temperature controlled and free from hazards. 2. Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues. 3. Manual dexterity is needed to operate a keyboard. Hearing is needed for extensive telephone and in person communication. 4. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions 5. Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

6. Must possess the ability to comply with Trinity Health policies and procedures.

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