Department/Unit:
AMHS - Self Pay Billing Office
Work Shift:
Day (United States of America)
Salary Range:
$70,068.00 - $108,605.00
Supervisor, AMHS SBO Customer Service manages a team of representatives, overseeing daily operations to ensure high customer satisfaction throughout Albany Med Health System which includes five main campuses and 125+ practice locations, and is responsible for $65-70M in Self-Pay AR. This position will handle a call center of upwards of 1,000+ calls per day, escalated complaints, and contribute to strategies that improve customer service. Key responsibilities include training, coaching, and evaluating staff performance, assist with monitoring
Contributes to the creation of a compassionate and caring environment for patients, families and colleagues through displays of kindness and active listening. Recognizes and appreciates that each employee’s work is valuable and contributes to the success of the Mission. Demonstrates excellence in daily work. Actively participates in performance and quality improvement activities and works toward enhancing customer/patient satisfaction. Exhibits positive service excellence skills to patients, visitors and coworkers by greeting others in a friendly manner, keeping customers/patients/colleagues informed about progress, delays and changes. Demonstrates effective teamwork by interacting in a positive manner with colleagues and creating a collaborative work environment. Initiates open communication, conveys positive intent, offers assistance. Contributes to a safe and secure environment for patients, visitors, and colleagues by following established procedures and protocols, which address the needs of a diverse patient population and workforce. Demonstrates stewardship by thoughtful and responsible use of resources including maintaining a clean and hospitable environment, starting work on time, displaying a consciousness regarding costs, supplies and department finances. Demonstrates respect for individual differences of each person by acknowledging the essence of each person, appreciating and responding to unique, spiritual, personal and cultural backgrounds of patients, families and colleagues.
Primary Job Responsibilities Handle escalated calls and CRM inquiries. Develop or refine policies and procedures. Manage overdue customer inquiries, resulting in timely resolution. Process complex refunds and more advanced payment plans. Assist with cross training staff as well and mentor the team for personal and professional growth. Demonstrate full understanding of FAP (Financial Assistance Program) process, MyChart escalation workflows, EOB/HB billing and insurance processing. Ensure HIPAA/compliance standards are adhered to throughout customer interactions. Supervise and manage a cash drawer as needed. Dedication to creating positive customer relationships and driving customer satisfaction and loyalty. Performs reconciliation with SBO Vendors. Manages and delegates correspondence from BD Agency or other internal departments. Performs formal monthly summary meetings with direct reports. Manages productivity and QA for direct reports. Reviews time off requests and completes/approves timecards via Kronos. Completes WFH Hybrid Schedule and break/lunch schedule. Screens applicants and conduct interviews on potential SBO candidates and selects final candidate. Ensures fair debt collection and collection regulation compliance are followed. Ensures direct reports complete annual training mandates and other assigned trainings. Other duties as assigned.
Leadership Exemplifies the AMHS Values and Code of Conduct, while striving to identify compliance risk through department led risk assessments, system monitoring, and periodic audits, and reporting any identified violation to Legal Services and Corporate Compliance Departments. Ensures immediate action is taken on any issues identified through a self-assessment or by Legal Services or Corporate Compliance. Builds and nurtures collaborative supporting relationships with the AMHS executive team, clinical chairs, faculty, clinicians, and other leaders across the health system and encourages, promotes, and advocates staff to ensure integration of new processes across all departments.
Operations Management Manages call center KPI’s, call volumes and ensures proper staffing. Works with leadership in other departments on contested or overdue patient complaints (older than 3 days) until resolved and escalates as appropriate. Performs analysis, identifies trends, validation of compliance as related to fiscal activities generating additional revenue, reducing bad debt expense and charity write-offs and overall expense reduction. Evaluates and streamlines processes/workflows and updates appropriate job-aid. Drives employee engagement leading to retention. Develops management reports for distribution and review, incorporating leading practice benchmarks. Leads/Mentors/Coaches staff. Performs root cause analysis, working collaboratively with key stakeholders to implement solutions. Assists Manager, Director and VP, with the planning of strategic revenue cycle processes and implements as necessary. Ensures accountability within the team. Support and collaborates on development and implementation of best practice revenue management policies and procedures that guide SBO performance and support defined service level and key performance indicator metrics. Ensures that operational processes and technology are aligned and integrated to enable effective and efficient realization of the organization’s full revenue potential. Engages information services to remediate and/or enhance system functionality to provide improved decision support for denials management and prevention. The position participates in the department's annual risk assessment and work plan development activities, including regulatory compliance and operational testing and monitoring and education activities that support the Compliance Program.
Regulatory Acts as source of reference for enterprise on regulatory, reimbursement or billing changes, and develops and implements processes to maintain and support compliance with federal and state regulations. Maintains a working knowledge of revenue cycle process to aid in the implementation of regulatory standards that assist the health system in cash collection while accurately complying with billing guidelines. Monitors compliance with corporate, federal, and state guidelines to include fair debt collection, NYS HFAL, 501(r).
Training Supports development and presentation of year end education of key stakeholders on regulatory changes that will affect revenue for the enterprise. Implements training checklist with check points of what needs to be learned by when. Assists in understanding, identifying, and remediating key operational issues leading to decreased patient satisfaction/experience, including ongoing annual training. Enhances the overall education level by creating an overall plan to keep staff cutting edge when it comes to their functions.
Staff Management Oversees the development and execution of onboarding, training, and education programs for SBO staff to ensure talent development and optimal performance. Promotes a team concept reflecting the mission, vision and philosophy of the health system. Builds, champions, and sustains a diverse work environment and culture in alignment with the mission of the organization. Ensures recruitment and retention of talented staff in accordance to the standards set forth by AMHS. Creates and promotes an environment of leadership and direction, providing subject matter expertise in all areas related to revenue cycle management.
Other Builds and integrates customer-centric SBO and training processes and ensures a strong culture of customer service and outstanding performance. Assesses and responds to organizational and customers’ needs with innovative programs to ensure customer satisfaction.
Core Competencies Problem solving skills Excellent verbal and written communication skills Knowledge with Microsoft word and excel Ability to motivate and guide
Thank you for your interest in Albany Med Health System!
Albany Med Health System is an equal opportunity employer.
This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:
Access to information is based on a “need to know” and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.
Albany Medical Center, northeastern New York’s only academic medical center, is one of the Capital Region’s largest private employers with more than 9,000 employees. Albany Medical Center provides the highest level of patient care across disciplines, while receiving regional, national, and international recognition for high standards in patient care, education, and biomedical research.
The 766-bed Albany Medical Center offers access to the latest medical services and technological innovations and includes one of the busiest emergency rooms and trauma centers in New York, a children’s hospital and dedicated pediatric emergency room, intensive care units for adults and children, and organ transplant services. Albany Medical College graduates more than 200 medical doctors each year, as well as PAs, CRNAs, biomedical scientists, and bioethicists. Albany Medical College operates a biomedical research enterprise and the region’s largest physician practice with more than 500 doctors.
Albany Medical Center, along with Albany Medical College, is a partner in the Albany Med Health System, the largest and only regionally governed, not-for-profit health system serving northeastern New York and western New England.
