Job Description

Supervisor of Patient Accounting, Business Office

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.

The Supervisor Patient Accounting has comprehensive knowledge of Patient Financial Services operations and supervises Collections, Financial Assistance/Charity Care, and Bad Debt functions. The position assists leadership in achieving departmental goals, optimizing cash flow, ensuring regulatory compliance, resolving complex account issues, monitoring workloads, and developing staff. Responsible for employee supervision, training, quality monitoring, process improvement, and collaboration with internal departments and external agencies.

Responsibilities

Integrity

• Demonstrates knowledge of revenue cycle processes, payer requirements, Medicare, Medicaid, HIPAA, FDCPA, IRS 501(r), and applicable state and federal regulations.
• Adheres to organizational policies, confidentiality requirements, and compliance standards.
• Identifies and resolves complex account issues, utilizing appropriate resources when needed.
• Exercises sound judgment and maintains a professional, ethical work environment.
• Holds self and staff accountable for organizational values and expected behaviors.

Quality

• Supervises accuracy and timeliness of collections, charity care, and bad debt activities to ensure optimal cash flow.
• Assists with selection, orientation, evaluation, coaching, and discipline of employees.
• Maintains performance, attendance, and productivity records.
• Provides training and education regarding policies, procedures, and regulatory updates.
• Resolves escalated collection, financial assistance, and reimbursement issues.
• Identifies opportunities to improve revenue cycle processes and operational outcomes.
• Performs other duties as assigned by leadership.

Serving the Customer

• Communicates effectively with patients, physicians, payers, agencies, and hospital personnel.
• Promotes positive customer relations and service excellence.
• Collaborates with reimbursement, patient access, and other operational departments to resolve account issues.
• Responds promptly to customer concerns and support organizational service standards.

Caring For and Developing Our People

• Provides onboarding, mentoring, and ongoing support for staff.
• Maintains open communication with leadership and other departments.
• Conducts regular staff meetings and performance discussions.
• Participates in quality improvement initiatives and professional development activities.
• Promotes teamwork, accountability, respect, and employee growth.

Using the Community’s Resources Wisely

• Ensures efficient use of staffing, equipment, and departmental resources.
• Recommends policy and workflow improvements that enhance efficiency and data integrity.
• Monitors collection performance, charity care activity, bad debt write-offs, and agency results.
• Supports budgetary goals through responsible resource management and process improvement.

Qualifications

Minimum Education:

College graduate with degree in finance, accounting, or business/management preferred. High school with experience equivalent to degree may be considered. Good working knowledge of healthcare billing, Medicare/Medicaid billing guidelines and other Third Party Payor rules and regulations.

Minimum Experience:

Three (3) to five (5) years experience in health care preferred. Experience in problem solving, analytical reviews, budgeting, and forecasting preferred. Knowledge of third party payors and hospital billing software required. Must possess a knowledge of claims submission process for all major carriers and intermediaries, knowledge of third party reimbursement with working knowledge of Network/Managed Care issues, and a general understanding of bankruptcy law, credit and collection act. Demonstrates the ability to handle varying tasks as well as understanding and interpreting procedures relative to the billing process. Expected to perform adequately within the position after working at lest three (3) to six (6) months on the job.

Licensure Requirement:

None