About this role
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