Job Description

Responsible for supervising, directing, and developing patient account representatives.

• Maintain positive leadership and give frequent performance feedback, and encourage two-way participation and ideas.
• Perform quality auditing on live and retrospective auditing of inbound and outbound phone calls.
• Coaches established employees when needs are identified, holding employees accountable for results through coaching

and development of action plans.

• Performance management of personnel, including reviews, corrective action, mentoring, development plans, and

performance improvement plans.

• Assist in interviewing, hiring, and training of new staff members.
• Monitor and manage the productivity and performance of assigned employees, including reporting daily/weekly/monthly

department metrics to Senior Management.

• Responsible for handling escalated patient phone calls regarding billing and payment issues.
• Acts as a resource to the department, taking inbound phone calls to provide coverage for breaks and lunches.
• Review patient accounts for accurate customer service, supporting documents, and correct collections activity.
• Support and comply with all company policies and procedures, and comply with Medicare and Medicaid regulations.
• Conducts regularly scheduled staff meetings.
• Must be able to meet deadlines given by Senior Management.
• Research and resolve discrepancies in a timely manner.
• Works with sensitive and confidential materials and must be able to exercise discretion.
• Review and assist with processing refunds, turning accounts to collections, and financial assistance applications.
• Responsible for accurate and timely application of transactions, including adjustments and write-offs.
• Communicate effectively with other internal departments and with outside vendors, such as the phone system, collection

agency, and credit card processor.

EDUCATION

• High school diploma/GED or equivalent working knowledge.

EXPERIENCE

• Requires 2 or more years’ experience acting as a team lead or in a supervisor role in a revenue cycle department in a healthcare environment.
• Previous supervisory experience and strong leadership skills with an ability to motivate with a positive attitude that impacts

others in a positive way.

REQUIREMENTS

• Must have a full understanding of the Revenue Cycle Management process to include Collections and Billing
• Excellent critical thinking, troubleshooting, and analytical skills
• Excellent interpersonal skills, including conflict management
• Experience working in Microsoft products – Word, Outlook, and Excel (advanced formulas, pivot tables)
• Well organized and able to meet deadlines
• Excellent attention to detail

KNOWLEDGE

• Knowledge in patient billing, healthcare administration
• Knowledge of business office methods and policies regarding productivity/workload analysis and scheduling procedures.
• Knowledge of government regulatory requirements and commercial contracts.

SKILLS

• Skilled in defusing difficult situations while remaining calm and exhibiting professionalism and courtesy.
• Skilled in establishing metrics and clear objectives, including performance management.
• Skill in effectively managing multiple projects simultaneously.

ABILITIES

• Ability to multitask and work well under pressure
• Ability to analyze problems and interpret information and to prioritize and reprioritize, as necessary. Ability to work

independently and as part of a team.

• Ability to work in a fast-paced environment