Operations 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

• 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.

KNOWLEDGE, SKILLS, ABILITIES

• 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

EDUCATION / EXPERIENCE

• High School diploma and/or equivalent education
• 4-7 years experience preferred
• Advanced knowledge of UB-04, EOB interpretation, CPT and ICD-9 codes.
• Supervisory experience or demonstrated leadership.