Insurance Coordination Manager, Specialized Teams

ADDENDUM:

• CSI IC Manager will work alongside IC and CSI leadership to create enhanced workflow design, provide training and implementation of SPD collection.
• Role supports the timely acquisition, storing, and tracking of summary plan documents, interfacing with patients as needed.
• CSI IC Manager will work with local ICs to request summary plan documents (SPD) within the first 3 treatments, for new patients and existing with changes, using SPD workflow.
• Assists Insurance Coordination leadership in executing strategies and initiatives that support the mission and values of the company.

PURPOSE AND SCOPE: Develop and implement 'Insurance Coordinator Specialist' role to enhance the effectiveness and consistency within the Insurance Coordination (IC) Team. This team will aim to elevate performance standards and strengthen partnerships across the IC function. This role will provide support in tasks as noted below, with expectation to expand:

New Hire Training Program

• Design and implement a comprehensive onboarding and training program for new hires within the IC Team.
• Establish a support structure, including dedicated trainers to ensure successful integration and performance

IC Float Role Development

• Create a flexible "IC Float" position to provide coverage during staff vacancies, leaves of absence, and other operational gaps.
• Define clear workflows, performance expectations, goals, and metrics to ensure continuity of patient support services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Assists Insurance Coordination leadership in executing strategies and initiatives that support the mission and values of the company.
• Provide leadership and direction to Insurance Coordinators, ensuring achievement of program goals.  Drives the implementation of national IC program initiatives and strategies, including establishment of strategic direction for growth of the IC Program, and ultimately, the growth of business.
• Ensures appropriate training and education for the IC staff in support of development of the required skill sets and compliance within company policies and procedures.  Provides guidance regarding procedures, process improvement and efficiencies to effectively and optimally resolve issues.

• Manages workflow procedures and service levels.  Conducts audits to evaluate individual and team work progress and conducts ongoing analyses and assessments of operational performance for continuous systems and process improvements, improved efficiency, and improved internal and external customer satisfaction.

  • Implements communication procedures, systems, and technology as appropriate to improve program efficacy
  • Promotes collaboration between Insurance Coordinator program team members, clinics, billing groups, and Operations, and other internal functions to ensure patient needs are met
  • May intercede in complex situations (uninsured, undocumented, or legal resident aliens) to provide Operations with pertinent patient data to assist with the admission process/decision
  •  Reviews trends and monthly variances in reporting of monthly metrics, researching significant reporting discrepancies, to ensure data integrity

• Provides the appropriate support and guidance to ensure accurate insurance is loaded into the billing system and to avoid premature loss of insurance

  • Conducts monthly meetings with IC Supervisors to review reports, best practices, program changes and adherence, strengths, opportunities for improvement, training/education, to ensure proper program consistency within the Division. 

• Oversees the monitoring and evaluation of operational policies and procedures including setting goals, standards, and benchmarks to evaluate staff performance and patient satisfaction through Quality Assurance audits and metrics reporting.

  • Provides leadership and direction to the IC Supervisors providing informal feedback throughout the year and formally through the annual performance evaluation process
  • Manages the department staffing through the appropriate hiring, terminating, disciplinary action and employee retention process
  • Oversees the orientation, training, and coaching of new and current staff - Insurance Coordinators, Supervisors and other Department