Supervisor, Patient Financial Services

UMC Health System•Richmond, KY

About The Position

We’ve learned that what is best for patients is also best for employees. Learn more about why we are one of the Best Companies to Work for in Texas®. JOB SUMMARY: This position is responsible for managing the Refunds, Patient Reps and Self-Pay Collectors. The supervisor will manage all self-pay and third-party refunds and approve all refunds. The management of the self-pay collectors along with the patient reps, this employee will oversee all phone calls, statement issues, and budget plans. This supervisor will have complete management of the Payroll Patient payments. This position is responsible for supervising the Medicare, Medicaid, Government and Commercial Patient Account Representatives. The supervisor is responsible for maintaining the accounts receivable for assigned sections and for ensuring accurate and timey payment for all claims. Claims are appealed when necessary and all correspondence is processed in a timey manner. Assist staff with daily operational issues. REPORTS TO: JOB SPECIFIC RESPONSIBILITIES: • Develop staff job descriptions. Evaluate staff performance and provide timely and factual feedback as necessary. Complete performance appraisal s according to hospital policy. • Keep the Director / Assistant Director of Patient Financial Services regularly informed of issues, recommendations for improvement and ongoing operational events. • Develop and implements customer service initiative in the Patient Accounting / Collections Department. • Management of the ARCTR Credit Balance Report and Budget Plan Reports. • Correct all Patient Accounting errors when noted and inform the proper supervisor/employee of errors and what measures should be taken to prevent reoccurring errors. • Supervision of all Patient Reps and take any overflow of calls and assist with any customer service issues. • Supervision of the Self – Pay collectors and maintain their incentive pay report. Must be able to assist with problem solving and customer service. • Management of all refunds. Must approve all refunds and be able to solve any issues with refunds. • Maintain collections requirements and ascertain budget plans as set as required. • Assist any employee within the Patient Financial Services Department with any problems, issues, or concerns. Work all correspondence within 48 hours. • Has a working knowledge of the benefits and reimbursement policies/rules for billing and collections. • Understand all FSCs, transaction codes and denial codes and their proper use. • Determine primary and secondary payers according to rules and regulations. • Appeal/resolve all denied claims. • Ascertain that follow-up is conducted every 30 days either by phone or through email/letter contact with the insurance companies. • Make accurate and complete documentation on all visits worked. • Retain all remittance advices/EOBs. • Schedule and hold ongoing education/status meetings to assure employees maintain interest and an acceptable level of knowledge regarding their job duties. EDUCATION AND EXPERIENCE: • College degree in business related field or equivalent experience • Supervisory skills • Medical and insurance terminology REQUIRED LICENSURES/CERTIFICATIONS/REGISTRATIONS: None required SKILLS AND ABILITIES: • Ability to communicate both verbally and in writing • Mainframe computer skills • Basic accounting and detailed clerical skills • Possess customer relation skills • Highly technical and problem solving skills • Ability to adapt to changes INTERACTION WITH OTHER DEPARTMENTS AND OTHER RELATIONSHIPS: Constant interactions is required with Admitting, Utilization Review, Fiscal Administration, Resource Assistance, Health Information Systems and Information Systems. Frequent interaction is required with all revenue generating departments. Interaction with other departments shall occur as needed. PHYSICAL CAPABILITIES: Work is of medium demand, walking, sitting and standing most of the time while on-duty. Occasional lifting of equipment is required. Adequate hand/eye coordination and fine motor skills required for typing. Talking and hearing is essential in dealing with co-workers and customers. ENVIRONMENTAL/WORKING CONDITIONS: Work in a well-lighted, heated and ventilated building. Hours may vary to accommodate needs of other departments. DIRECT REPORTS: UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Request for accommodations in the hire process should be directed to UMC Human Resources. Benefits: Resilience program Emotional Physical Spiritual Financial Career Community On-Site Professional Counselors (EAP) Discounted Pharmacy Cost Cash Retention Bonus (only one in our region) Retirement Benefits w/Employer Match PTO & Extended Illness Medical, Dental, & Vision Insurance And more at: https://apps.umchealthsystem.com/documents/wellness.pdf UMC Vision, Mission and Standards: Vision: To Serve Our Patients in the Best Teaching Hospital in the Country Mission Statement: Service is our passion. We serve by providing safe, high quality care to all, achieving excellent financial performance, and training tomorrow’s healthcare professionals. Standards of Excellence: Attitude, Communication, Responsiveness, Compassion, Teamwork, Ownership, Safety and Respect About UMC Magnet Designated 501 licensed beds 62 Site locations Regions only Level I Trauma Center Regions only BICU DNV accredited Primary teaching hospital for the Texas Tech University Health Sciences Center (TTUHSC) Ranked as one of the Best Places to Work in Texas by Texas Monthly UMC Physicians Culture, Vision, Mission, and Standards: Culture: Service is Our Passion Vision: The best place to work and the best place to receive healthcare. Mission Statement: To improve the quality of life for our community by providing the best patient experience for every patient. Standards: Teamwork, Respect, Accountability, Compassion, Kindness About UMCP 35 Practice Locations – private practices and urgent care centers Over 125 physicians and advanced practice providers Ranked as “One of the Best Places to Work in Texas” by Texas Monthly Employee Engagement Score of 96% measured by Press Ganey Associates

Requirements

College degree in business related field or equivalent experience
Supervisory skills
Medical and insurance terminology
Ability to communicate both verbally and in writing
Mainframe computer skills
Basic accounting and detailed clerical skills
Possess customer relation skills
Highly technical and problem solving skills
Ability to adapt to changes

Responsibilities

Develop staff job descriptions.
Evaluate staff performance and provide timely and factual feedback as necessary.
Complete performance appraisal s according to hospital policy.
Keep the Director / Assistant Director of Patient Financial Services regularly informed of issues, recommendations for improvement and ongoing operational events.
Develop and implements customer service initiative in the Patient Accounting / Collections Department.
Management of the ARCTR Credit Balance Report and Budget Plan Reports.
Correct all Patient Accounting errors when noted and inform the proper supervisor/employee of errors and what measures should be taken to prevent reoccurring errors.
Supervision of all Patient Reps and take any overflow of calls and assist with any customer service issues.
Supervision of the Self – Pay collectors and maintain their incentive pay report.
Must be able to assist with problem solving and customer service.
Management of all refunds.
Must approve all refunds and be able to solve any issues with refunds.
Maintain collections requirements and ascertain budget plans as set as required.
Assist any employee within the Patient Financial Services Department with any problems, issues, or concerns.
Work all correspondence within 48 hours.
Has a working knowledge of the benefits and reimbursement policies/rules for billing and collections.
Understand all FSCs, transaction codes and denial codes and their proper use.
Determine primary and secondary payers according to rules and regulations.
Appeal/resolve all denied claims.
Ascertain that follow-up is conducted every 30 days either by phone or through email/letter contact with the insurance companies.
Make accurate and complete documentation on all visits worked.
Retain all remittance advices/EOBs.
Schedule and hold ongoing education/status meetings to assure employees maintain interest and an acceptable level of knowledge regarding their job duties.