Customer Service Supervisor
WVU Medicine
Ruby
Supervisor, Customer Service
Peak Health
full-time
Posted on:
Origin: • 🇺🇸 United States • Virginia, West Virginia
Visit company websiteJob Level
JuniorMid-Level
About the role
- 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
Requirements
- High school diploma or equivalent
- Two (2) years of experience working in a customer service environment
- Bachelor’s degree (preferred)
- Two (2) years’ experience in a healthcare setting (preferred)
- Two (2) years’ experience in the direct supervision of associates (preferred)
- Excellent oral and written communication skills
- Knowledge of medical terminology (preferred)
- Knowledge of third party payors (preferred)
- Knowledge of ICS-9 and CPT coding (preferred)
- Knowledge of Fair Debt Collection Act (preferred)
- Ability to organize tasks and coordinate with teams
- Ability to handle patient/family or staff complaints
