Supervisor, Authorizations

Healthcare Outcomes Performance Co. (HOPCo)•Phoenix, AZ

About The Position

Responsible for supervising, directing, and developing patient account representatives. This role involves maintaining positive leadership, providing frequent performance feedback, and encouraging two-way participation and ideas. The supervisor will perform quality auditing on live and retrospective auditing of inbound and outbound phone calls, coach established employees, and manage performance through reviews, corrective action, mentoring, and development plans. They will also assist in interviewing, hiring, and training new staff members, monitor and manage the productivity and performance of assigned employees, and report department metrics to Senior Management. Additionally, the role requires handling escalated patient phone calls, acting as a resource for the department by taking inbound calls to provide coverage, reviewing patient accounts for accuracy, supporting company policies and procedures, and complying with Medicare and Medicaid regulations. The supervisor will conduct staff meetings, meet deadlines, research and resolve discrepancies, handle sensitive and confidential materials, review and assist with processing refunds, turning accounts to collections, and financial assistance applications, and ensure accurate and timely application of transactions. Effective communication with internal departments and outside vendors is also crucial.

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 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.
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.
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

Responsibilities

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.
Coach 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.