JOB SUMMARY

The Patient Services Center Supervisor is responsible for providing guidance and mentoring of new and/or existing staff with daily work effort and proper handling of patient accounts. The Supervisor can have oversight of either or both the financial clearance and scheduling functions.
The Supervisor will provide coordination and management of the Patient Service Center Team to maximize quality of service. This includes monitoring, evaluating, and coaching Team members. The Supervisor is responsible for team member productivity in achieving Service Center standards such as service level, abandonment rate, work time, calls/accounts handled per day and customer service and any other metrics used in operating the center.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent interpersonal and organizational skills
• Demonstrated leadership abilities
• Thorough knowledge of computer systems in Health Care Information System
• Knowledge of function and relationships within a hospital environment required
• Customer service skills and experience
• Ability to work in a production driven call-center environment
• Familiarity with working with dual computer monitors (may be required to use dual monitors)
• Must have basic typing ability
• Must have working knowledge of Windows based computer environment
• Ability to multitask in multiple systems (financial clearance and scheduling) simultaneously
• Extensive multitasking ability
• Ability to receive and express detailed information through oral and written communications
• Course in Medical Terminology preferred
• Understanding of Third Party Payor requirements required
• Understanding of Compliance standards required
• Builds and maintains collaborative relationships with both internal and external Clients that lead to more effective communication and a higher level of productivity and accuracy
• Must be able to appropriately interpret physician orders, medical terminology and insurance cards while maintaining Conifer Standards of Care
• Hold team members accountable for achievement in meeting the departmental goals and performance metrics, including timely completion of all educational and HR requirements

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Required: High school diploma or GED
• Preferred: 2 or 4 year college degree
• Preferred: 3-5 years of experience in a call center environment preferred
• Preferred: 3-5 years of experience in healthcare industry
• Preferred: 2 plus years in supervisory or lead role

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Provides daily support/mentoring/training to new hires as well as existing PSC staff.
• Develops a culture of service excellence by ensuring that the staff is consistent in delivering a positive customer service experience at all times
• Acts as part of the management team to ensure that the group is meeting all operational goals, including but not limited to reviewing current POS collections, denials, daily metrics, compared to targets to drive staff awareness and discussion
• Perform full patient financial clearance and/or scheduling as needed in order to maintain service level to provide exceptional customer service to patients
• Responsible for the monitoring of daily activity and completion of performance and metric reports such as financial clearance or scheduling reports; also can perform special projects and reporting when assigned
• Enforces departmental policies, practices, procedures and work rules in accordance with approved department and hospital policies and assists in the development and implementation of new policies according to hospital and corporate guidelines.
• Participates in and coordinates daily team huddles to provide reminders, education and information and to sustain a culture of engagement, collaboration, staff appreciation and ongoing communication.
• Answers inquiries and provides information to client/hospital directors, managers and staff as needed to assist with patient issues and follow-up. Provides assistance in managing escalated issues as needed.

SUPERVISORY RESPONSIBILITIES

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent interpersonal and organizational skills
• Demonstrated leadership abilities
• Thorough knowledge of computer systems in Health Care Information System
• Knowledge of function and relationships within a hospital environment required
• Customer service skills and experience
• Ability to work in a production driven call-center environment
• Familiarity with working with dual computer monitors (may be required to use dual monitors)
• Must have basic typing ability
• Must have working knowledge of Windows based computer environment
• Ability to multitask in multiple systems (financial clearance and scheduling) simultaneously
• Extensive multitasking ability
• Ability to receive and express detailed information through oral and written communications
• Course in Medical Terminology preferred
• Understanding of Third Party Payor requirements required
• Understanding of Compliance standards required
• Builds and maintains collaborative relationships with both internal and external Clients that lead to more effective communication and a higher level of productivity and accuracy
• Must be able to appropriately interpret physician orders, medical terminology and insurance cards while maintaining Conifer Standards of Care
• Hold team members accountable for achievement in meeting the departmental goals and performance metrics, including timely completion of all educational and HR requirement

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone
• Ability to travel
• Includes ability to walk through hospital-based departments across broad campus settings, including Emergency Department environment