Supervisor, Revenue Cycle / Patient Accounts

In addition to the responsibilities listed below, this position may also be responsible for overseeing and coaching the researching, coping, and mailing member-financial records to the respective requestor (e.g., court, attorney, copy services) while recommending process improvements; initiating quality reviews and education and coaching of staff for the verification and validation of insurance coverage discovery, coordination of benefits, applying insurance to a patient account; coaching of staff of patient account to ensure appropriate coverage; resolving coverage-related errors or disputes; partnering with vendors to ensure the coverage for underinsured and self-pay patients is completed in a timely manner; initiating quality reviews and education of the team is efficiently executing third party, workers compensation, and secondary coverage payments are received; using thorough knowledge of business practices to coach the team to negotiate payment plans to set terms of pay agreement, explaining what is owed, offering discounts, ensure quality and productivity standards are being met, and resolve escalations; using thorough knowledge of business practices to coach the team to providing customer service while explaining the application process, providing direction to the team to processing applications and disposition, follow policy regulations and provide MFA status, provide quality assurance and ensuring quality standards are being met; assuring alignment with government guidelines and internal policies; resolve escalations; provides coaching and ensuring the team efficiently collects cost-share at time of service or post-service collections based on system deposit, schedule, and payment collections; monitoring closure of cash drawers when needed; ensuring adherence and enforcing to SOX regulations; issuing a wide range of complex demands for payment of services provided; maintaining the workflow and coaching the team to manage a portfolio (e.g., negotiate, agree, monitor payment plans) to determine if agreements should be sustained or cancelled; managing the execution of self check in services, document procurement, performing day-to-day operations for the Admitting and Patient Financial Advisors teams and offers onsite financial counseling and recommendations for IT; guiding teams operational performance, working in partnership with registration leaders on data quality improvement opportunities, and assuring the necessary resources and training are provided to diverse, multi-level patient registration staff; initiating quality reviews and education of the team while managing performance and coaching to efficiently execute the creation of a pre-service and time-of-service cost estimate and delivering and communicating the cost share; overseeing and guiding the teams discovery, navigation, and verification financial coverage with patients; coaching the team when determining cost-share estimate and information; ensuring quality and completeness of staff-assigned activities and technology efficacy; identifying process improvement and systemization opportunities; creating and maintaining job aides.

• Recommends developmental opportunities for others; builds collaborative, cross-functional relationships. Solicits and acts on performance feedback; provides team members with feedback; and mentors and coaches to drive performance improvement. Pursues professional growth; provides training and development to talent for growth opportunities; supports execution of performance management guidelines and expectations. Implements, adapts, and stays up to date with organizational change, challenges, feedback, best practices and processes. Fosters open dialogue, supports, mentors, engages, and motivates team members on collaboration. Delegates tasks and decisions as appropriate; provides appropriate support, guidance and scope.
• Supervises and coordinates daily activities of designated work team or unit by monitoring the execution and completion of tactical action items and work assignments; ensures all policies and procedures are followed. Aligns team efforts and standards, and measures progress in achieving results; determines and carries out processes and methodologies; resolves escalated issues as appropriate. Develops work plans to meet business priorities and deadlines; coordinates, obtains and distributes resources. Removes obstacles that impact performance; identifies and recommends improvement opportunities; influences teams to execute in alignment with operational objectives.
• Ensures the teams work is in compliance by: reviewing the teams work and delivering training to ensure they adhere to federal and state laws, and applicable compliance standards, and delivering monthly quality reports to leadership, and escalating unresolved issues to senior management.
• Ensures accurate patient accounts by: overseeing the management of inquires from providers, members, attorneys, and other insurance personnel to answer a billing questions.
• Facilitates the denial process by: ensuring the teams quality of performance affecting denials and provides feedback for remediation and overseeing the teams data analysis and partnership efforts when making recommendations while also performing follow-up and denial management activities related to the collections of outstanding self-pay and/or insurance balances and recommending accounts and performs necessary outreach to guarantors, insurance companies and attorneys to ensure timely, accurate payments.
• Ensures finances are completed accurately by: monitoring usage and ensuring proper use of expenditures for the team.
• Manages performance management initiatives by: widely applying strategies to monitor the teams performance metrics and provide coaching to ensure the teams work meets established performance levels and analyzes data and experiential information to generate a wide range of complex reports for relevant departments and medical centers to assess performance progress. aggregates information to oversee performance to enable decision making and confirming quality of the team to monitor effective vendor performance of collections, coding services, Medi-Cal, systems, coverage validation, income verification.
• Manages process management initiatives by: using knowledge of business field practices to coordinate and collaborate with operations managers, IT, Finance, and health plan managers to plan process improvement projects and identify business needs while also planning the work of others, with limited direction, to translate business needs into project requirements in partnership with others that are then used to develop project specifications and action plans.
• Manages project management initiatives by: supervises project execution and management efforts by helping team members implement with stakeholders within the team to ensure the project is successfully executed and project-based changes are implemented.
• Leads regulatory reporting by: sharing training resources and applying regulation standards to the teams work and making corrections, coordinating regulatory extracts while also supporting implementation of required changes.
• Manages systems management initiatives by: collecting the teams feedback, providing training, communication, and facilitating the review, validation of the build, and adoption of new systems updates for the team and escalating complex issues to management.
• Facilitates training delivery by: coordinating and delivering broad-based training to their teams based on policies, audit findings, and work curriculum.
• Facilitates training development by: using thorough knowledge of business practices to identify education and training requirements that reflect revenue cycle changes to coach the team and recommend strategic training content.