Patient Accounts Team Supervisor

Job Description

Job DescriptionDescription:

Come work at a Best Places to Work multi-year winning company, including this year!!! The Patient Accounts Supervisor works in our state-of-the-art call center, driving our team of expert patient care representatives who represent hospitals and healthcare providers while caring for their patients by processing payments and assisting them to resolve their patient account balances.

The ARM Team Supervisor will act as the team lead whose behavior will set the bar for the rest to follow. This position will reinforce continuous improvement initiatives, regulatory compliance, policies, processes and procedures that mitigate compliance risk.

Key performance objectives in order of priority with ideal time allocation are:

1. Leads as a role model in conduct and performance by ensuring customer payments adhere to set guidelines for both agency and client that maximize revenue for our clients and customers, while consistently meeting and exceeding the highest standards for delivering excellent service over the phone and in writing to resolve all billing and insurance questions.
2. Prepares daily tasks and oversight of Patient Care Representatives with management support. Performs quality checks, develops and reviews production reports, and identifies areas to improve and implements measures to improve performance with leadership approval.
3. Leads employee development and conducts quality checks with all direct reports to outline areas of opportunity or success.
4. Handles complex requests such as escalated calls, customer disputes, and achieve the highest standard for documenting all interactions effectively and consistently. Plan and lead team meetings and training programs to improve team and department performance.
5. Represents the department as a subject matter expert on products and systems. Develops and implements projects, leads change to ensure departmental objectives are met.

Note: Twenty percent of time is reserved for ancillary responsibilities, unplanned activities and interruptions

Requirements:

• Must have previous supervisor experience
• Preferred Call Center Experience
• Coaching
• Assists with projects as called upon
• Daily/weekly Performance reports
• Monthly contract meetings
• Interviewing/staffing
• Mid day Pause/Incoming reports
• Abandon Rate report
• Staff performance/tracking
• Employee Development/Succession Planning
• Employee Scheduling
• Team Supervisor learning path completion