POSITION PURPOSE

Supervises and oversees the day to day operations of the Customer Service area. Assigning, monitoring, training, and evaluating staff, resolving patient issues, overseeing vendors, assisting in the collections of self-pay accounts, and working with the other areas within the business office.

ESSENTIAL JOB FUNCTIONS:

Coordinate and supervise the daily operations of the customer service unit. Monitoring, assigning, evaluating work flows, processes and schedules, conducting staff meetings, and participating in inter departmental meetings/committee's and participate in process development.

Responsible for developing and maintaining data collection and issue reporting including but not limited to routine and special requests for department, management, administration and corporate offices within required timeframes.

Gathers accurate benchmarking data to report on Customer Service Productivity and Issues

Works with other departments to ensure seamless process flow, and offer suggestions when a work flow needs to be corrected or changed.

Maintains and monitors department and external vendor productivity standards, activity, addresses, researches issues for prompt resolution, completion of responsibilities and requirements to insure work is current.

Serves as a resource to peers, staff and others, team leader, trainer as required, provides education, develops step actions, standards of performance and monitors and reinforces. Constantly looks for ways to improve individual and department productivity and performance.

Demonstrates knowledge and keeps current on human resource policies, CHS policies, initiates or makes recommendation for HR actions, provides feedback and/or conducts staff evaluations, participates in hiring, recognition, coaching and disciplining or staff.

Evaluates procedures, resolves problems, implements changes to improve department operations, identifies and addresses areas requiring improvement,

Provides leadership and direction to assigned staff. Performs job duties within regulations/guidelines, to include review of assigned area quality and quantity; performs personnel management functions meeting deadlines, timely, accurately and professionally.

Demonstrate knowledge of area, understand various computer programs/applications necessary to perform assigned job function, detail knowledge necessary to accomplish and assist in reimbursement area. Able to work independently without constant reinforcement form Manager.

EDUCATION, SKILLS & EXPERIENCE:

Education:

• High School or equivalent. Associates degree preferred.

Experience:

• 5 years business office experience in the assigned area (billing, collections, customer service, patient access, reimbursement, patient placement)
• 2 years of supervisory experience preferred. Additional education in business management, finance or closely related field may substitute for the required experience on one-for-one year basis.
• Knowledge of EOB’s, Remits, and patient financial accounting.