Behavioral Health Client Account Representative Supervisor

Position Purpose: The Behavioral Health Client Account Representative (CAR) Supervisor manages and maintains client business accounts and serves as a resource to staff, clients and their families regarding treatment funding options.  Responsible for ensuring financial account is accurate through initial financial eligibility completion, verification of benefits, and maintenance of financial account throughout course of treatment.

 

Qualifications/Basic Job Requirements:

• High School diploma or GED

• Demonstrated experience in handling third party insurance claims, or an equivalent combination of education, training, and experience

• Competence in using common computer applications such as word processing and presentation software, with an emphasis on Microsoft Excel.

• Excellent verbal and written communication skills to accurately complete required documentation within the time frames prescribed

• Demonstrated exceptional organizational skills with a proven ability to manager multiple tasks and projects efficiently 

• Belief in the mission and vision of Rosecrance

 

Essential Responsibilities:

1. Adhere to prescribed work hours set by leadership, and any additional hours deemed necessary for the responsibilities assigned.

2. Complete withheld billing, NTST, ILSR (MH) and Medicaid-pending reports on a routine basis.

3. Manage third-party insurance processing for clients, including the determination and verification of benefits, and conducting financial interviews with clients or guardians. 

4. Monitor and follow up on financial commitments from clients or guardians, ensuring consistency of payment commitments throughout the treatment process. 

5. Communicate the need for individual case benefit negotiations with the guidance of other stakeholders.

6. Communicate client financial information to staff and ensure adherence to current procedures by notifying them of the correct funding classifications.

7. Provide details of the verification of benefits (VOB) to client or client’s family along with reviewing funding and payment options.

8. Conduct Medicaid/Medicare or other insurance coverage verification and confirm/update Financial Eligibility and Authorizations (as applicable) on all new clients.

9. Verify eligibility for all open clients monthly. 

10. Assist clients with the Medicaid Application process as needed.

11. Coordinate and manage payment activities in alignment with client/agency agreements, including receiving client payments and maintaining accurate documentation and handling procedures according to current standard operating procedures (SOP). 

12. Maintain accurate funding documentation as related to daily census activity as applicable.

13. Assist clients with the Charity Care application process and track the granting and application of Patient Assistance funds.

14. Process authorization requests for Medicaid, Managed Medicaid, and commercial insurance promptly in accordance with standard operation procedure. 

15. Input authorization details into the Electronic Health Record (EHR) for all applicable guarantors. 

16. Manage the batch processing exception report. 

17. Manage VOB widget and timeliness of completing VOB’s.

18. Complete required audits for the CAR team and KPI tracking.

19. Assist in training new team members on CAR duties and provide ongoing training on both existing and new processes. Additionally, offer training to other departments on financial eligibility, funding, and related topics. 

20. Supervise the Behavioral Health CAR team by conducting monthly check-ins, performing annual performance evaluations, and managing employee issues. 

21. Resolve issues with financial reports by addressing inaccuracies in billing or instances of withheld billing. 

22. Coordinate and distribute worklists and reports for the team, assess the timeliness of report completion, and reallocate resources as needed to ensure deadlines are met. 

23. Coordinate with other stakeholders on co-pays, deductibles, spenddowns, etc.

24. Manage special payment terms for any approved client discounts.

25. Participate in finance monthly team meetings.

26. Provide appropriate documentation and reports designed to assist in fiscal management of the agency.

27. Understand and comply with all the principles established by the Rosecrance Corporate Compliance Program and Code of Ethics.

28. Perform all responsibilities in compliance with the mission, vision, values and expectations of Rosecrance.

29. Deliver exceptional customer service consistently to every customer.

30. Serve as a role model for other staff, clients and customers and demonstrate positive guest relations in representing Rosecrance.

31. Assume other related responsibil