Customer Service Supervisor (FT- 1.0 FTE, Day Shift)

Bozeman Health Deaconess Hospital•Bozeman, MT

About The Position

The Customer Service Supervisor is responsible for assisting with planning, directing, organizing, monitoring, and staffing departmental services subject to policies, budgets, objectives and directives mandated by regulatory agencies, DNV and the executive team. Oversees and coordinates the customer service function for Bozeman Health and all related entities, to include self-pay follow-up, collection activities, financial assistance eligibility, validating coverage, in-bound and out-bound collection calls, triage of customer billing concerns, and in-person cash collections. Collaborate and coordinate with other Revenue Cycle functions or departments to resolve customer billing concerns. Assist with the development and implementation of standardized workflows, i.e. customers service tips sheets, playbooks to ensures staff provide best in class customer service. Monitor the self-pay level work queues to assist with identifying systemic issues that may require process improvement to strengthen the health of the Revenue Cycle as well escalating identified concerns to the Customer Service manager.

Requirements

Required Associate's degree in Business or Accounting; an equivalent combination of education and experience will be considered.
Three (3) years of experience in customer service with specific healthcare billing, financial assistance programs, patient access, or collections
Three (3) years of supervisory experience
Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
Exercises tact, discretion, sensitivity, and maintains confidentiality
Performs essential job functions successfully in a busy and stressful environment
Learns current and new computer applications and office equipment utilized at Bozeman Health
Strong interpersonal, verbal, and written communication skills
Analyzes, organizes, and prioritizes work while meeting multiple deadlines
Works varied shifts as scheduled and/or needed
This role requires regular and sustained attendance.
The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.
On-call work may be required to respond promptly to organizational, patient, or employee needs.

Nice To Haves

Epic experience
Bachelor’s degree in business or related field
Regulatory knowledge required for PPS and CAH Hospital, Provider-Based, Free-Standing Clinic, and Swing Bed Billing
Knowledge of applicable collection laws and regulations, i.e. Fair Debt Collection Practices Act, and Financial Assistance Policy (501r regulations)

Responsibilities

Assists department leadership with broad operations to ensure the provision of comprehensive departmental services in compliance with all regulatory agencies, collection laws and regulations (Fair Debt Collection Practices Act) and hospital requirements
Supports and ensures compliance with all applicable collection laws and regulations, i.e.Fair Debt Collection Practices Act, and Financial Assistance Policy (501r regulations)
Ensures a collaborative departmental approach to long-range strategic operational planning, care and service design and development of organizational policies, which reflect the mission of the organization
Identifies gaps in becoming a best in class customer service team and refines communication in collaboration with the Customer Service manager to provide clear, concise and straightforward information including website patient facing information
Supports the implementation and consistent application of BH’s Financial Assistance (Charity Care) policy to include annual updates to the Amounts Generally Billed, patient notification, application process, eligibility criteria, community notification, and related forms
Ensures processing of financial assistance applications in a timely fashion and notifying customers of the determination
Assists management in periodic audits from external sources, related to financial assistance and collection efforts
Assisting management in rolling out scripting for staff and workflows to ensure best in class customer service to customers
Monitors customer service key performance indicators, i.e. collection rates, self-pay AR, MyChart collections and autopayment enrollment
Analyze customer service and collection reports/dashboard to identify opportunities for improve and develop performance improvement plan
Ensures customer issues not resolved are escalated to the system manager in a timely fashion
Demonstrates responsible management of all departmental resources
Demonstrates clinical/technical and managerial competency. Ensures staff professional needs are met
Demonstrates ability to handle escalated customer concerns and resolves concerns in a timely, compassionate fashion. Identifies trends in customer complaints and develops plan to prevent and mitigate
Leads, teaches, inspires, helps and consistently demonstrates hospital behavioral standards
Acts as a back-up to Customer Service Manager in representing Bozeman Health on any legal collection cases that end up being reviewed by the courts