Supervisor Customer Service (Escalations & Self Pay) - PFS (Remote)

Trinity Health•Farmington Hills, MI

6d•Remote

About The Position

Supervises and coordinates day-to-day customer service team responsible for ensuring customer satisfaction activities within the Hospital or Medical Group revenue operations of an assigned Patient Business Services (PBS) location. Motivates staff to achieve the highest levels to meet the organization goals for customer service and financial performance.

Requirements

Comprehensive knowledge of revenue cycle functions and systems, as normally obtained through an Associate's degree in Business or Healthcare administration or a related field, and minimum three (3) years of experience within the area of revenue management, specifically experience with Customer Service or other functions related to revenue cycle activities or an equivalent combination of education and experience.
Exhibits supervisory skills that emphasize team‑building and strong leadership with the ability to provide clear oversight and coordination to the department, while also functioning as an individual contributor.
Strong written and verbal communication skills.
Ability to communicate effectively and work with all levels of colleagues to expedite revenue cycle processes while supporting customer service.
Effective critical thinking and problem-solving skills.
Ability to analyze data and prepare related reports and summaries.
Strong organizational skills supervising direct reporting relationships.
Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel.
Must be comfortable operating in a collaborative, shared leadership environment.
Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

Nice To Haves

Experience in a complex multi-entity healthcare organization or large complex revenue cycle services preferred.
Supervisory or team leader experience preferred.

Responsibilities

Provides hands-on supervision of daily activities and workflows of customer service team that handles various self-pay and insurance billing and collection functions in order to achieve optimal area performance and colleague productivity goals as part of the revenue cycle process for a PBS location.
Supervises and coordinates the day-to-day operations of the customer service team responsible for assisting patients to resolve billing issues, handling complaints, setting up payment plans and/or working as a liaison with the physician practices.
Provides supervision and coordination of assigned tasks of customer service colleagues at an assigned PBS location.
Ensures colleagues carry out their duties in an effective manner, which in turn promotes a positive image of the Revenue Excellence.
Monitors customer complaints, issues, and interactions; reviews documentation in appropriate system(s).
Responsible for oversight of customer service processes to appropriately minimize customer complaints and issues in order to ensure problem resolution and corrective action for long-term solutions.
Reviews and tracks trends of customer service encounter, makes recommendations for problem and issue resolution based upon colleague findings; reports findings to the Manager Customer Service, Director Cash Application and Customer Service and other PBS leadership.
Identifies and implements solutions to problems and issues affecting customer complaints.
Supervises and monitors the efforts of colleagues on proactive practices, which includes timely and professional follow-up to customer complaints and issues.
Supervises communication and follow-up processes related to customer service to ensure such activities are submitted timely, tracked, trended and reported to key stakeholders.
Prepares service level metrics and explanatory summaries for the Manager Customer Service, Director Cash Posting and Customer Service, and other PBS leadership.
Participates in the redesign of customer service processes and systems to improve service, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes.
Identifies and participates in continuous quality improvement initiatives across the customer service team and other functional areas to streamline processes.
Evaluates potential new colleagues and make recommendations for hiring.
Assists with the identification of training needs and coordinates with department trainer to develop and conduct training programs, including on-the-job training.
Assists with establishing performance standards for the customer service colleagues.
Monitors and tracks colleagues against established standards and provides immediate feedback to colleagues to achieve performance improvement.
Completes projects on time as assigned by the Manager Customer Service and the Director Cash Posting and Customer Service.
Develops and conducts meaningful performance appraisals for customer service colleagues.
Identifies colleague performance issues, i.e., absenteeism, tardiness, etc. and conducts appropriate counseling/disciplinary sessions.
Develops and documents improvement plan identifying necessary training and development for colleagues in order to achieve superior performance through formal education, competency reviews, classroom training, on the job training and coaching.
Performs other duties as needed and assigned by the Manager.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.