Patient Account Supervisor

JOB SUMMARY 

The Supervisor is responsible for the supervision and leadership of the Patient Account Representatives, both on-site and telecommuters.  Directly responsible for the interviewing, hiring, training, scheduling, and monitoring of staff as well as all aspects of A/R Management and Performance Management.  Attend meetings and respond timely to all requests, including completion of accounts referred to the Supervisory Desk.  Identify performance deficiencies and opportunities and implement action plans as appropriate.  Effectively maintain a work environment which promotes communication to stimulate the morale, engagement and growth of subordinates.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Responsible for all aspects of the day-to-day supervision and leadership of Patient Account Representatives, including but not limited to the Performance Management metrics of collections, productivity, quality and aging.  Interview candidates and make hiring recommendations and decisions. Complete monthly quality evaluations.  Monitor staff scheduling and adherence to time and attendance protocol.  Responsible for all aspects of A/R Management, including but not limited to maintaining workload balance, ensuring maximum efficiency, eliminating rework, and reducing cost.  Promptly identify issues and develop action plans to mitigate or resolve.
• Train, develop, motivate and assist subordinates in reaching new levels of skills, knowledge and attitude. Effectively maintain a work environment which stimulates and motivates the morale, engagement and growth of subordinates.  Identify performance deficiencies and opportunities and implement action plans as needed.  
• Review and respond timely to requests, including emails, telephone calls, issues, account research and resolution as needed by staff, management and clients.  Timely completion of accounts referred to the Supervisory Desk by staff or management.  
• Effectively communicate and interact with subordinates, management and clients. Conduct, attend and participate in meetings, conference calls and training sessions, including Management Meetings, Team Meetings, as well as one-on-one monthly meetings with subordinates to provide consistent performance feedback.  Complete the mid-year and year end Performance Management review.

SUPERVISORY RESPONSIBILITIES 

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

No. Direct Reports (incl. titles)     Patient Acct Reps, Sr Patient Acct Reps, Lead Patient Acct Reps

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Very good written and verbal communication skills
• Strong interpersonal skills
• Strong technical skills, including PC and MS Office Suite knowledge
• Proficient in building a strong team to meet performance goals
• Effectively manages multiple tasks
• Displays sound judgment and reasoning abilities
• Creative and innovate thinking
• Achieves results with accuracy and precision
• Advanced knowledge of healthcare A/R
• Excellent working knowledge of Patient Financial Services operations with specific focus on Inpatient and Outpatient Managed Care and Commercial payors (i.e., Medicare regulations and compliance; HIPAA)
• Proficient in Microsoft Office (Word and Excel) 
• Advanced writing skills 
• Ability to provide advanced customer service
• Ability to train and coach staff
• Ability to multi-task
• Strong leadership and organizational skills

Conifer requires its candidates, as applicable and as permitted by law, to obtain and provide confirmation of all required vaccinations and screenings prior to the start of employment.  This may include, but is not limited to, the COVID-19 vaccination, influenza vaccination, and/or any future required vaccines and screenings.

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• High School diploma and/or equivalent education
• 4-7