Peak Health

Customer Support

• Supervises and coordinates activities and employees related to all Enterprise Customer Service and processing including billing, self-pay collections, customer service, and financial counseling of patients within West Virginia Medicine Hospitals, and University Medical labs to ensure the financial viability of the clinical and business enterprise
• Maintain internal controls over accounts receivable records and collection of cash
• Establish and implement controls for submission, billing and payment cycles to ensure integrity of accounts receivable and patient information as well as supervising and controlling cash collected directly from patients
• Negotiate special discount arrangements, using sound financial practices, within the guidelines of State and Federal regulations
• Assures department compliance relating to the extension of credit, billing, and allowable follow-up
• Monitors daily operations to help ensure adherence to documented administrative and departmental policies and procedures
• Coordinates billing operations (including late charge issues, charge issues, coding issues) with other departments and/or outside referral sources/agencies/facilities to ensure continuity of care timely communication and accurate revenue cycle operations
• Identifies on-going continuing education needs of existing employees as well as new employees
• Complete annual reviews as well as 90 day review
• Keeps staff informed of process, policy and other changes through presentation at regular staff meetings, face to face communication and email correspondence
• Provides coaching and counseling to staff based upon performance management principals
• Efficiently and assertively coordinates resolution of problems with other departments as monitored by Manager or Director
• Organizes and executes daily tasks in appropriate priority to achieve optimal productivity, accountability, and efficiency
• Handles patient/family or staff complaints, investigates complaints, and makes recommendations of appropriate resolution
• Works with Manager or Director to develop and attain quarterly objectives
• Maintains confidentiality according to policy when interacting with patients, physicians, families, coworkers and the public regarding demographic/clinical/financial information
• Demonstrates flexibility to meet the needs of the department or hospital in regard to changes in work volume, planned change, scheduling changes, and emergency call – backs (i.e. weather or disaster)
• Maintains currently knowledge of major payor payment provisions
• Displays and understanding of third-party payor regulations related to managed care, denials, and reimbursement issues
• Able to inform patients of hospital and clinic billing practices/polices and their rights and responsibilities regarding payments

Supervisor, Customer Service