Supervisor, Self-Pay Service

at  University of Rochester

JOB SUMMARY

Under the direction of the Manager, Patient Services and with latitude for independent judgment, the Supervisor, Self-Pay Services, is responsible for planning, organizing, and administering the day to day operations, anticipating and resolving complex problems, escalated by Self-Pay Collections Representatives for resolution Self-Pay Supervisor is responsible for resolving complex patient inquiries resulting from medical services provided by the University of Rochester Medical Center (URMC): Strong Memorial Hospital & University of Rochester Medical Facility Group (URMFG), and Highland Hospital (HH). This position represents the Self Pay Business Office by adhering and upholding the University’s Mission, Vision, and Values, and Service Performance Standards to provide the highest quality service to our patients and staff.

In partnership with the Manager, the Self-Pay Supervisor is accountable for:

• Fostering a culture of respect, integrity, and accountability.
• Monitors staff performance, maximizes employee productivity by providing weekly coaching and effective feedback via scorecards and stats.
• Understand the refund process, overpayments/credits volumes, productivity related to credit resolution, bad debt, on patient accounts
• Patient Services service metrics, quality assurance program, annual work plan, objectives, and operational strategies that ensure the contact center

demand for services is met and quality standards are consistently met or exceeded.

• Monitors and ensures the efficiency and effectiveness of the operations, which include evaluating work flows, procedures, policies and staffing needs, and adhere to external, corporate and customer/provider standards for quality, timeliness and accuracy.
• Motivates and encourages staff through open communication, establishes channels to facilitate feedback, and builds loyalty and increases morale by implementing employee recognition programs.
• Oversees training and champions process improvement initiatives and workflow standardization.
• Resolves escalated issues.
• Responsible for maintaining knowledge of and adhering to policies and procedures of the University of Rochester Medical Faculty Group, Patient Financial Services and the Fair Credit Debt Collection Practices Act.

The ability to provide consistent leadership and maintain interpersonal relations with the team, physician faculty, providers, and their staff is essential. This position requires flexibility and the ability to function in an evolving and ever-changing environment. The Self-Pay Supervisor, Patient Services serves as a liaison between the department and other hospital/professional departments in the areas of Self Pay and satisfaction.

MINIMUM REQUIREMENTS

• Bachelor’s Degree and 1 year of experience in a healthcare setting
• Or equivalent combination of education and experience

PREFERRED REQUIREMENTS

• Bachelor’s Degree concentration in Business Administration, Health Care Administration, or related discipline.
• Contact center management experience
• Demonstrated success in leading teams and driving staff performance.
• Excellent customer service, organizational, interpersonal, and written and verbal communications skills:
• Empathetic and active listener.
• Diplomatic communicator demonstrated by the ability to consistently present and express oral and written information in an organized, understandable, complete, and concise manner.
• Proven ability to collaborate and effectively work with all members within a diversified team, including the Senior Leadership.
• Proven ability to excel in a collaborative, team-oriented environment.
• Adept at conflict management, negotiation, and mediation. Demonstrated success in problem solving and producing win-win outcomes.
• Exceptional ability to visually present and communicate data, analyses, and findings.
• Possess sound business acumen, strategic thinking, analytical, organizational, planning and problem-solving skills.
• Ability to adapt to a fast-pace and ever-changing environment, manage numerous shifting priorities, deadlines and resources, including large scale projects, with a high level of autonomy and independence.
• Healthcare, Medical Billing or Collections experience.
• Proficiency in contact center workforce management software and/or solutions.
• Experience with Call Center monitoring software.
• Knowledge of Electronic Medical Record (EMR)/Revenue Cycle Software applications.
• Adept in Microsoft Word, Excel, PowerPoint, and the creation and management of data and reports.

In partnership with the Manager, the Self-Pay Supervisor is accountable for:

• Fostering a culture of respect, integrity, and accountability.
• Monitors staff performance, maximizes employee productivity by providing weekly coaching and effective feedback via scorecards and stats.
• Understand the refund process, overpayments/credits volumes, productivity related to credit resolution, bad debt, on patient accounts
• Patient Services service metrics, quality assurance program, annual work plan, objectives, and operational strategies that ensure the contact cente