WVU Medicine

Customer Service Supervisor

WVU Medicine

full-time

Posted on:

Origin:  • 🇺🇸 United States • Virginia, West Virginia

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Job Level

JuniorMid-Level

Tech Stack

Ruby

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
  • Ensure the financial viability of the clinical and business enterprise
  • Maintain appropriate internal control safeguards 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
  • 2 years of experience in a customer service environment
  • Bachelor’s degree (preferred)
  • Specialized courses or seminars over and above high school that are directly related to collections, medical field, hospital business office setting and / or business management (preferred)
  • 2 years’ experience in a healthcare setting (preferred)
  • 2 years’ experience in the direct supervision of associates (preferred)
  • Excellent oral and written communication skills
  • Knowledge of business math (preferred)
  • Knowledge of medical terminology (preferred)
  • Knowledge of third party payors (preferred)
  • Knowledge of ICS-9 and CPT coding (preferred)
  • Excellent Customer Service and telephone etiquette
  • Ability to use tact and diplomacy in dealing with others
  • Demonstrated customer service relations
  • Demonstrated proficiency on information system as it relates to set up of collection parameters, statement cycle, and patient follow up
  • Analytical skills necessary for problem solving, motivating associates, and ensuring the development and utilization of monitoring statistics
  • Knowledge of Fair Debt Collection Act