Supervisor Patient Financial Services

UMC Health System•Richmond, KY

About The Position

This position manages Refunds, Patient Representatives, and Self-Pay Collectors, including oversight and approval of self-pay and third-party refunds, phone calls, statement issues, budget plans, and payroll patient payments. The supervisor also oversees Medicare, Medicaid, Government, and Commercial Patient Account Representatives; maintains accounts receivable for assigned sections; and ensures claims are paid accurately and promptly. Claims are appealed when necessary, correspondence is processed promptly, and the supervisor assists staff with daily operational issues. The role supervises and supports Patient Financial Services staff, manages credit-balance and budget-plan reporting, promotes customer service, and helps resolve operational, account, refund, and customer-service issues. It requires working knowledge of billing and collections rules, payer coordination, claim follow-up, appeals, documentation, and remittance records. The supervisor also schedules ongoing education and status meetings to maintain employees’ knowledge and engagement.

Requirements

College degree in a business-related field or equivalent experience.
Supervisory skills.
Knowledge of medical and insurance terminology.
Ability to communicate verbally and in writing.
Mainframe computer skills.
Basic accounting and detailed clerical skills.
Customer-relations skills.
Highly technical and problem-solving skills.
Ability to adapt to changes.

Responsibilities

Develop staff job descriptions, evaluate performance, provide timely factual feedback, and complete performance appraisals according to hospital policy.
Keep the Director or Assistant Director of Patient Financial Services informed of issues, improvement recommendations, and ongoing operational events.
Develop and implement customer-service initiatives in the Patient Accounting/Collections Department.
Manage the ARCTR Credit Balance Report and Budget Plan Reports.
Correct Patient Accounting errors, inform the appropriate supervisor or employee, and explain measures to prevent recurrence.
Supervise Patient Representatives, handle overflow calls, and assist with customer-service issues.
Supervise Self-Pay Collectors, maintain their incentive-pay report, and assist with problem solving and customer service.
Manage and approve refunds and resolve refund-related issues.
Maintain collections requirements and ensure budget plans are established as required.
Assist Patient Financial Services employees with problems, issues, and concerns; work correspondence within 48 hours.
Apply knowledge of benefits and reimbursement policies and rules for billing and collections.
Understand FSCs, transaction codes, and denial codes and ensure their proper use.
Determine primary and secondary payers according to rules and regulations.
Appeal or resolve denied claims.
Ensure follow-up with insurance companies every 30 days by phone, email, or letter.
Document all worked visits accurately and completely.
Retain remittance advices and EOBs.
Schedule and hold ongoing education and status meetings to maintain employees’ knowledge of their duties.
Maintain accounts receivable for assigned sections and ensure accurate, timely payment of claims.
Oversee payroll patient payments.