Supervisor, Patient Services

AdaptHealth, LLC•Newton, IA

About The Position

Monitors and measures the team of representatives that answer incoming calls to provide service and care to patients and customers over the phone. Ensuring a smooth operational flow of the department by tasking responsibilities to staff including processing and reviewing medical records to ensure medical necessity.

Requirements

High School diploma required, associate degree from an accredited college preferred
Two (2) years customer service management experience required
Relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training preferred
Exact job experience is considered any of the above tasks in a Medicare certified HME, Pharmacy, Diabetic or medical supplies environment that routinely bills insurance.
Leadership Skills
Strong ability to co-manage in a multi-site environment
Independent Thinker and Decision Maker
Strong analytical and problem-solving skills with attention to detail
Excellent verbal and written communication
Excellent customer service skills
Proficient computer skills and knowledge of Microsoft Office specifically Excel
Ability to prioritize and manage multiple projects
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
Must be able to bend, stoop, stretch, stand, and sit for extended periods of time
Able to lift to 5 to 10 pounds periodically as needed
Subject to long periods of sitting and exposure to computer screen
Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use
Excellent ability to communicate both verbally and in writing
May be exposed to angry or irate customers.
Must be able to drive and travel as needed.
Ability to work independently with little or no supervision.
Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy
Mental alertness to perform the essential functions of position.
Ability to work after non-business hours as needed and travel as needed.

Responsibilities

Oversees the day-to-day responsibilities of the Patient Services team.
Follows through with the appropriate actions to resolve any questions generated from phone calls
Ensures staff are appropriately trained and held accountable for achieving standards and goals
Identifies root cause of issues and works with others to improve overall processes
Develop and maintain working knowledge of current HME products and services offered by the company
Assist in setting and maintaining department standards set forth by Manager
Assure employees are reaching their potential goals
Assist with responsibilities of one on one and general staff meeting
Assist in training and remediation as needed
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Ensures consistent administration of staff compliance with all company and departmental procedures
Assists in the achievement of company goals and objectives by encouraging and facilitating cross-departmental initiatives and cooperation
Ensuring the phones are answered and resolved within Department and Company metric requirements
Ensuring achievement of the quality audit program through monitoring, coaching and continuous feedback
Develop employee and team goals base on the organizational goals
Prepare reports as needed for various departments and leadership
Responsible for holding self and team members accountable for meeting performance expectations
Responsible for the development and/or maintenance of Standard Operating Procedures that support the work of the team
Responsible for ensuring that the actions of the team and others support the achievement of our Patient Experience scores
Ensures that the actions of the team and others support the achievement of Patient Experience scores.
Assume on-call responsibilities during non-business hours in accordance with company policy as requested.
Maintain patient confidentiality and function within the guidelines of HIPAA.
Completes assigned compliance training and other educational programs as required.
Maintains compliance with AdaptHealth’s Compliance Program.
Perform other related duties as assigned during and outside of normal business hours as needed.
Responsible for selection and hiring of qualified staff, ensuring effective on-boarding, and providing comprehensive training and regular feedback
Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
Establishes annual goals and objectives for the department based on the organization’s strategic goals
Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations