Customer Service Team Supervisor - Las Vegas, Nevada

NYU Langone Health • Las Vegas, NV

11h • Onsite

About The Position

We have an exciting opportunity to join our team as a Customer Service Team Supervisor based in Las Vegas, NV. This role involves coordinating all aspects of charge submission, coding review, accounts receivable, authorizations, or customer service and assigned work queues. The position also requires providing financial and/or operational analyses and reports, and auditing current procedures to monitor and improve efficiency. Additionally, the supervisor will review and advise physicians and staff regarding local and national coding and reimbursement policies, and work with patients and guarantors to clarify financial responsibilities.

Requirements

• Associates' degree with 1-3 years of work experience preferably in a Call Center or Medical billing/Healthcare setting OR a H.S. Diploma with 3 years work experience preferably in a Call Center or Medical billing/Healthcare setting.
• At least 1 year of direct experience in a supervisory/leadership role, preferably in a Call Center or Medical billing/Healthcare setting and/or has been a Team Lead for at least 6 months within the Central Billing Office.
• Ability to handle multiple tasks at once.
• Good communication skills.
• Good interpersonal skills.
• Good computer skills.
• Arrive on time for work and meetings.
• Ability to develop and maintain effective working relationships with staff and patients.
• Effectively communicate with all levels of the organization.

Responsibilities

• Perform other duties as needed.
• Manage a team responsible for performing important revenue cycle functions. Monitor reports and work queues, ensuring charge submission and accounts receivable follow-up is occurring on a timely basis.
• Identify issues and suggest improvements and available tools to physicians and admin support staff to address issues. Escalate issues as needed to practice and FGP Leadership.
• Interact with vendors as it relates to billing and collections.
• Work with front-end staff to ensure patient insurance information and benefits are verified accurately and timely. Act as a resource to front end practice staff to identify gaps in clearance processes.
• Review and respond to practice, physician, and patient inquiries following CBO guidelines.
• Serve as resource to physicians, staff, and management regarding local and national coding and reimbursement policies. Educate physicians, staff, and management on new policies and changes to existing policies.
• Collaborate with coders to understand CPT and ICD-10 manuals, payer policy and procedure manuals, updates, and CMS publications to ensure practices are compliant with current policies and procedures.
• Adhere to general practice and FGP guidelines on compliance issues and patient confidentiality.
• Review unbilled charge reports and follow up with physicians and/or practice management for unbilled services. Meet CBO quality and productivity targets.
• Review practice Action Plans and/or reports on a timely basis. Analyze issues to identify trends in denial rates to focus improvement initiatives on, and charges that requires action.
• May act as a financial counselor to patients who require assistance understanding their benefits and financial options. Act as the patient advocate with the patient and/or family members and liaison with the insurance companies to assist in obtaining insurance information.
• Take initiative to teach and share new information and provide constructive feedback; Communicate delays and workqueue issues to management daily.
• Work with practice operations to implement changes to improve revenue where necessary.
• Ensure timely and accurate collection, preparation, and verification of billing information submitted to the outsourced billing service. Review billing collection and denial reports from the vendor and identify trends and recommend changes on how to improve issues.
• Serve as a liaison to the outside billing for questions, data request, and other inquiries. Review charge encounter forms for complete CPT code, ICD-10 code, and other required billing information on a daily basis.
• Compare coding to notes/documentation and communicate with providers to clarify errors.
• Analyze/audit notes and ensure the appropriate codes are charged in order to maintain billing compliance and prevent denials.
• Identify denial trends and train staff accordingly to avoid in the future, emphasizing improvement of accurate charge capture. Develop supporting training documentation as needed with FGP management.
• Meet or exceed the accountabilities of the Billing Coordinator I and II, and serve as a role model and resource to entry-level team members.
• May assist with leading and coordinating all aspects of charge submission and accounts receivable in defined FGP(s) for other Billing Coordinators.
• Demonstrate a significant level of expertise in subject matter to assist and mentor entry-level billing staff, support the operations lead/supervisor in managing day-to-day team activities against scope and timeline, and ensure timely reporting of activities. Provide feedback and contribute to employee performance reviews.
• Lead and collaborate with practice personnel and administration to implement change to practice operations where necessary.
• Serve as primary resource to physicians, staff, and management regarding local and national coding and reimbursement policies.
• Delegate, coordinate, and evaluate the charge submission and/or accounts receivable work of Billing Representatives or Billing coordinators in multiple groups. Communicate responsibilities and expected performance to staff.
• Determine and establish the explanation to complex claims, issues, and questions not covered by specific instructions or common practice.
• Review outstanding accounts receivable to maintain minimal level of open accounts.
• Compile statistical data as requested and reports data monthly to appropriate parties. Prepare reports and analyses to assist in identification of cash flow variances, physician referral patterns, physician volume, and any other issues identified by Management.
• Meet or exceed internal standards for accuracy and timeliness in charge documentation preparation and submission.
• Directly supervise billing employees, establish priorities, assign work, and follow up to ensure assignments are complete. Select, orient, and evaluate staff. Provide initial and ongoing guidance. Resolve employee issues and address procedure and performance related issues.
• Train staff and clearly explain proper work procedures and methods and office policy.

Benefits

• Financial security benefits
• Generous time-off program
• Employee resources groups for peer support
• Holistic employee wellness program (physical, mental, nutritional, sleep, social, financial, and preventive care)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree