Supervisor, Patient Services

Monitors and measures the team of representatives that answer incoming calls to provide service and care to patients and customers over the phone. Ensuring a smooth operational flow of the department by tasking responsibilities to staff including processing and reviewing medical records to ensure medical necessity. Essential Functions and Job Responsibilities: Oversees the day-to-day responsibilities of the Patient Services team. Follows through with the appropriate actions to resolve any questions generated from phone calls Ensures staff are appropriately trained and held accountable for achieving standards and goals Identifies root cause of issues and works with others to improve overall processes Develop and maintain working knowledge of current HME products and services offered by the company Assist in setting and maintaining department standards set forth by Manager Assure employees are reaching their potential goals Assist with responsibilities of one on one and general staff meeting Assist in training and remediation as needed Evaluate performance with key metrics (accuracy, call-waiting time etc.) Ensures consistent administration of staff compliance with all company and departmental procedures Assists in the achievement of company goals and objectives by encouraging and facilitating cross-departmental initiatives and cooperation Ensuring the phones are answered and resolved within Department and Company metric requirements Ensuring achievement of the quality audit program through monitoring, coaching and continuous feedback Develop employee and team goals base on the organizational goals Prepare reports as needed for various departments and leadership Responsible for holding self and team members accountable for meeting performance expectations Responsible for the development and/or maintenance of Standard Operating Procedures that support the work of the team Responsible for ensuring that the actions of the team and others support the achievement of our Patient Experience scores Ensures that the actions of the team and others support the achievement of Patient Experience scores. Assume on-call responsibilities during non-business hours in accordance with company policy as requested. Maintain patient confidentiality and function within the guidelines of HIPAA. Completes assigned compliance training and other educational programs as required. Maintains compliance with AdaptHealth’s Compliance Program. Perform other related duties as assigned during and outside of normal business hours as needed. Management/Supervision: Responsible for selection and hiring of qualified staff, ensuring effective on-boarding, and providing comprehensive training and regular feedback Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards Establishes annual goals and objectives for the department based on the organization’s strategic goals Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations Competency, Skills, and Abilities: Leadership Skills Strong ability to co-manage in a multi-site environment Independent Thinker and Decision Maker Strong analytical and problem-solving skills with attention to detail Excellent verbal and written communication Proficient computer skills and knowledge of Microsoft Office specifically Excel Ability to prioritize and manage multiple projects Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction Requirements Education and Experience Requirements: High School diploma required, associate degree from an accredited college preferred Two (2) years customer service management experience required Relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training preferred Exact job experience is considered any of the above tasks in a Medicare certified HME, Pharmacy, Diabetic or medical supplies environment that routinely bills insurance. Physical Demands and Work Environment: Work environment may be stressful at times, as overall office activities and work levels fluctuate Must be able to bend, stoop, stretch, stand, and sit for extended periods of time Able to lift to 5 to 10 pounds periodically as needed Subject to long periods of sitting and exposure to computer screen Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use Excellent ability to communicate both verbally and in writing May be exposed to angry or irate customers. Must be able to drive and travel as needed. Ability to work independently with little or no supervision. Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy Mental alertness to perform the essential functions of position. Ability to work after non-business hours as needed and travel as needed. #J-18808-Ljbffr AdaptHealth LLC