Hennepin Healthcare
RCM Customer Service Supervisor, Self-Pay Collections
Hennepin Healthcare, Minneapolis, Minnesota, United States, 55400
SUMMARYWe are currently seeking a
RCM Patient Customer Service Supervisor
to join our Self-Pay Collections team. This full-time role will be a hybrid (days).Purpose of this position:
Provide superior customer service to our patients by supervising the patient financial responsibility customer service processes and related internal and external staff to maximize timely and efficient realization of full receivables value on behalf of our patients.RESPONSIBILITIES:Perform supervisor-level administrative and operational management for Patient Customer Services area within RCM department.Provide administrative and operational management:
Team-building. Supervise staff of functional areas within department, delegate as appropriate. Supervise all agency relationships. Builds and empowers teams within RCM departments. Ensure collaboration throughout RCM.Policies and procedures. Assist in the design, implementation, maintenance and monitoring of best practices policies, standard operating procedures and processes, both internal and outsourced. Assist in compliance and regulatory efforts, and monitor to ensure compliance.Department operations. Assist in developing operations plans that support RCM, Finance and HCMC strategic plan and business objectives with input from Manager; assist in setting department direction and priorities, provide oversight and monitor day-to-day office operations.Job descriptions. Assist in the design, implementation, and monitoring of job descriptions within department. Clarify roles and responsibilities, both internal and outsourced.Staffing. Assist in the development of staffing requirements, both internal and external. Internally recruit and hire with HCMC HR, comply with HCMC rules and procedures in recruiting, hiring, selection, offers of employment, etc. Understands union contracts and which employees are in which contract.Training. Assist in the development of orientation, initial and on-going training standards, and staff development, both internal and external. Ensure compliance with new employee and annual mandatory training.Performance management. Manage performance of direct reports, external and agencies. Build competencies of staff through training and providing resources and facilitating individual development plans. Ensure internal and external staff are given feedback on a regular basis; actively coach and counsel employees and set performance improvement goals; conduct performance evaluations in timely manner using appropriate feedback mechanism. Develop reporting mechanisms for external staff and agencies to measure their performance. Handles conflicts early on and in a collaborative manner.Department performance. Understand, define and utilize standards for department and agency performance (including productivity, financial, customer satisfaction, employee engagement, etc.), communicate across service areas, build employee and agency commitment, set accountability, evaluate and report department performance against those standards, and take appropriate actions to ensure performance.
Assist in leading patient satisfaction initiatives. Proactively identify opportunities to create a superior customer financial responsibility experience for patients from time of service through payment in full. Identify barriers and solutions, initiate and facilitate problem-solving. Collaborate with cross-functional teams to create best practices in customer service related to patient financial responsibility.Assist in providing subject matter expertise on technical and compliance areas that impact patient financial responsibility customer service including HCMC processes, EPIC HB and PB system, payor requirements, Federal, state, and attorney general patient pay regulations, Fair Debt Collections Practices Act. Maintain certification in EPIC Resolute Hospital Billing and Professional Billing Self-Pay Follow-Up.Assist in developing budgets for department in conjunction with Manager. Allocate and monitors FTE’s and utilizes staff and other resources efficiently and effectively within own department and collaboratively across RCM. Assist in monthly operating review and interpreting monthly financial statements. Takes appropriate corrective action in response to variances and trends. Recommend purchasing equipment or services to provide necessary tools.Practices LEAN and continuously analyze data and feedback for trends, reasons, system issues to identify performance improvement initiatives. Lead employees and agencies to follow a systematic improvement process. Create an environment where internal and external staff and customers can bring forth problems or issues. Identify barriers and solutions, initiate and facilitate problem-solving. Project leader as assigned by Manager. Uses good project planning processes, templates, etc. Updates to Manager on progress to include a communication plan.Develop cross-functional relationships. Work in collaboration with clinical, E.H.R and other leaders in RCM strategies, coordinate efforts with other leaders around infrastructure planning, procedures, issue resolution and improvements. Communicate RCM information to all areas on a regular basis with the result of excellent customer service.QUALIFICATIONS:Minimum Qualifications:Bachelors degree in Business, Finance, or Accounting or related field or approved equivalent education/experienceA minimum of two (2) years experience supervising customer service in a healthcare setting-OR-An approved equivalent combination of education and experiencePreferred Qualifications:Knowledge of and experience with EPIC Electronic Health Records preferred.EPIC Resolute Hospital Billing and Professional Billing Self-Pay Follow-Up preferredKnowledge/ Skills/ Abilities:Knowledge of healthcare accounts receivable and patient billing and collection policies and proceduresAn understanding of applicable consumer and data protection State and Federal laws is necessary.Adaptable to changing priorities, tasks, and work schedules to meet department standardsKnowledge of the quality improvement processesLeadership Knowledge/Skills/ Abilities:Skilled in overseeing the efforts of individuals within the departmentAbility to effectively involve department staff in the application of quality measurement and improvement toolsSkilled in fostering a positive workplace culture and building inclusive workplace teamsDemonstrated ability to quickly learn new technologies and systems and provide instruction on complex processesCapable of assisting managers with decisions and activitiesEffective use of all Windows-based applications such as Word, Excel and Power PointAbility to appropriately prioritize and carry-out workAbility to comfortably and effectively facilitate meetings and feedback sessions
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RCM Patient Customer Service Supervisor
to join our Self-Pay Collections team. This full-time role will be a hybrid (days).Purpose of this position:
Provide superior customer service to our patients by supervising the patient financial responsibility customer service processes and related internal and external staff to maximize timely and efficient realization of full receivables value on behalf of our patients.RESPONSIBILITIES:Perform supervisor-level administrative and operational management for Patient Customer Services area within RCM department.Provide administrative and operational management:
Team-building. Supervise staff of functional areas within department, delegate as appropriate. Supervise all agency relationships. Builds and empowers teams within RCM departments. Ensure collaboration throughout RCM.Policies and procedures. Assist in the design, implementation, maintenance and monitoring of best practices policies, standard operating procedures and processes, both internal and outsourced. Assist in compliance and regulatory efforts, and monitor to ensure compliance.Department operations. Assist in developing operations plans that support RCM, Finance and HCMC strategic plan and business objectives with input from Manager; assist in setting department direction and priorities, provide oversight and monitor day-to-day office operations.Job descriptions. Assist in the design, implementation, and monitoring of job descriptions within department. Clarify roles and responsibilities, both internal and outsourced.Staffing. Assist in the development of staffing requirements, both internal and external. Internally recruit and hire with HCMC HR, comply with HCMC rules and procedures in recruiting, hiring, selection, offers of employment, etc. Understands union contracts and which employees are in which contract.Training. Assist in the development of orientation, initial and on-going training standards, and staff development, both internal and external. Ensure compliance with new employee and annual mandatory training.Performance management. Manage performance of direct reports, external and agencies. Build competencies of staff through training and providing resources and facilitating individual development plans. Ensure internal and external staff are given feedback on a regular basis; actively coach and counsel employees and set performance improvement goals; conduct performance evaluations in timely manner using appropriate feedback mechanism. Develop reporting mechanisms for external staff and agencies to measure their performance. Handles conflicts early on and in a collaborative manner.Department performance. Understand, define and utilize standards for department and agency performance (including productivity, financial, customer satisfaction, employee engagement, etc.), communicate across service areas, build employee and agency commitment, set accountability, evaluate and report department performance against those standards, and take appropriate actions to ensure performance.
Assist in leading patient satisfaction initiatives. Proactively identify opportunities to create a superior customer financial responsibility experience for patients from time of service through payment in full. Identify barriers and solutions, initiate and facilitate problem-solving. Collaborate with cross-functional teams to create best practices in customer service related to patient financial responsibility.Assist in providing subject matter expertise on technical and compliance areas that impact patient financial responsibility customer service including HCMC processes, EPIC HB and PB system, payor requirements, Federal, state, and attorney general patient pay regulations, Fair Debt Collections Practices Act. Maintain certification in EPIC Resolute Hospital Billing and Professional Billing Self-Pay Follow-Up.Assist in developing budgets for department in conjunction with Manager. Allocate and monitors FTE’s and utilizes staff and other resources efficiently and effectively within own department and collaboratively across RCM. Assist in monthly operating review and interpreting monthly financial statements. Takes appropriate corrective action in response to variances and trends. Recommend purchasing equipment or services to provide necessary tools.Practices LEAN and continuously analyze data and feedback for trends, reasons, system issues to identify performance improvement initiatives. Lead employees and agencies to follow a systematic improvement process. Create an environment where internal and external staff and customers can bring forth problems or issues. Identify barriers and solutions, initiate and facilitate problem-solving. Project leader as assigned by Manager. Uses good project planning processes, templates, etc. Updates to Manager on progress to include a communication plan.Develop cross-functional relationships. Work in collaboration with clinical, E.H.R and other leaders in RCM strategies, coordinate efforts with other leaders around infrastructure planning, procedures, issue resolution and improvements. Communicate RCM information to all areas on a regular basis with the result of excellent customer service.QUALIFICATIONS:Minimum Qualifications:Bachelors degree in Business, Finance, or Accounting or related field or approved equivalent education/experienceA minimum of two (2) years experience supervising customer service in a healthcare setting-OR-An approved equivalent combination of education and experiencePreferred Qualifications:Knowledge of and experience with EPIC Electronic Health Records preferred.EPIC Resolute Hospital Billing and Professional Billing Self-Pay Follow-Up preferredKnowledge/ Skills/ Abilities:Knowledge of healthcare accounts receivable and patient billing and collection policies and proceduresAn understanding of applicable consumer and data protection State and Federal laws is necessary.Adaptable to changing priorities, tasks, and work schedules to meet department standardsKnowledge of the quality improvement processesLeadership Knowledge/Skills/ Abilities:Skilled in overseeing the efforts of individuals within the departmentAbility to effectively involve department staff in the application of quality measurement and improvement toolsSkilled in fostering a positive workplace culture and building inclusive workplace teamsDemonstrated ability to quickly learn new technologies and systems and provide instruction on complex processesCapable of assisting managers with decisions and activitiesEffective use of all Windows-based applications such as Word, Excel and Power PointAbility to appropriately prioritize and carry-out workAbility to comfortably and effectively facilitate meetings and feedback sessions
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