Call Center Supervisor - Yale New Haven Health

Overview:To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Responsible for supervising the work activities of the Free Care Coordinator and Account Reconciliation Representatives. Responsible for productivity of the Free Care Unit resulting in achieving objectives for the patient accounts process involving free care/sliding scale and the Patient Account Correspondence Unit. Makes recommendations for approval or denial of accounts for free care and sliding scale programs. Responsible for developing, implementing and updating procedures regarding the application and approval of free care and sliding scale funds. Ensures appropriate record keeping. Analyzes and interprets trends in free care funds in order to project results and addresses situations which hinder the process. Ensures positive interaction with patients, families, fund nominators as well as third party representatives, attorneys and collection agencies to facilitate operations. Responsible for supervising the patient account correspondence unit that handles patient inquiries ensuring positive customer service and timely responses. Participates in the planning and implementation of system improvements to enhance the operating functions of the department.

EEO/AA/Disability/VeteranResponsibilities:

• 1. Manages the work activities of the Free Care/Bad Debt staff to ensure an efficient and thorough work effort by analyzing and resolving complex patient accounts involving free care or the potential for free care.
• 2. Manages the work activities of the patient account correspondence unit staff to ensure positive customer service and timely responses to patients. Reviews call center data and monitors effectiveness of the outcomes of inquiries.
• 3. Develops an internal cross-training process so that staff members can be assigned to various responsibilities to ensure that departmental goals are met in a timely, accurate and efficient manner. Provides in-service training to other departments ensuring a clear understanding of the necessary procedures as they relate to the application of free care funds.
• 4. Recommends and justifies the approval or denial of free care or sliding scale applications based on policies developed in conjunction with federal and state regulations. Determines which accounts are to be written off under the free care guidelines establishing the appropriate dollar amounts and timeframes.
• 5. Monitors the report process pertaining to free care funds. Ensures that all balancing methods are compliant and meet all internal and external audits.
• 6. Provides feedback and recommendations for free care and sliding scale related policies and procedures, applications and documentation for BH, YNHH and YNHHS through the accurate interpretation of federal and state regulations as well as hospital requirements.
• 7. Responsible for the selection, training and motivation of section staff; makes effective decisions regarding hiring, promotions, terminations, discipline, and changes in employment status. Conducts regular performance reviews for assigned personnel. Provides orientation for new employees; interprets for employees the Health Services Personnel Polices and Practices.
• 8. Utilizes the Kronos system to review, edit and authorize the accuracy of employee's hours to be paid.
• 9. Keep informed and familiarizes staff with current Government and State regulations which effect collection of healthcare accounts receivable procedures. Monitors regulations as they pertain to the State & Federal Fair Debt Collection Practice Act to ensure compliance.
• 10. Analyzes and interprets trends in the free care/bad debt receivable and reports to senior management as to the status of operating functions within the area. Projects approvals and turnovers on a monthly basis in accordance with corporate goals. Responsible for the documentation and interpretation of any variances in targeted versus actual free care allocations.
• 11. Assists staff members in identifying obstacles hindering the free care or sliding scale process helps to determine the course of action to be taken when analyzing and resolving problems
• 12. Makes sound decisions and works closely with staff when developing and implementing operating procedures as they relate to the area.
• 13. Promotes positive customer relations and maintains good relationship with outside business contacts as well as patients. Interacts with representatives from third party carriers and keeps informed of the changing requirements to facilitate the administration of free care funds.
• 14. Routinely reviews accounts for correct collection and free care procedures.
• 15. Participates on work groups and supports efforts during the process of planning and developing the account receivable system improvements, enhancements.
• 16. Operates the daily functions of the area within the established operating and capital budgetary parameters.
• 17. Prepares and distributes effective management reports.
• 18. Performs other related duties and projects within the department as required by management.

Qualifications:

EDUCATION

Bachelor's Degree in Business Administration, Accounting or other Healthcare related field required.

EXPERIENCE

Three (3) years to five (5) years of accounting, billing or collections including exposure to the legal aspects of collections, as well as free care administration guidelines; with at least one (1) to two (2) years in a supervisory capacity. Knowledge of Medicaid Eligibility and the application process, in addition to a strong understanding of the federal register poverty guidelines.

SPECIAL SKILLS

Excellent interpersonal, analytical and communication skills. Ability to motivate and manage a work group. PC skills required including knowledge of various software packages including the ability to use report writer. Knowledge of hospital/medical billing and collections systems required. Knowledge of current business law. Ability to interpret guidelines established by healthcare industries and government agencies.

PHYSICAL DEMAND

No special working conditions