Supervisor PFS Hybrid - Lifespan

Summary:

The Supervisor PFS Customer Service reports to the manager of Customer Service & Self Pay. Under general supervision provides oversight and supervision to customer service operations support and analyst staff within Patient Financial Services for all affiliate financial customer service and operational related issues. Functions as resource to individuals within and outside department for Patient Financial Services workflow process and policies procedural functionality.

Responsibilities:

Provides direction in day-to-day operations of customer service operation support and self-pay analysis functions related to updating and auditing patient accounting records on-line E-payment system requests for billing-related medical record notes (i.e. lab reports clinic reports) and varied customer service research activities to reconcile issues raised by patients and other Lifespan departments.

Partnering with different stakeholders to keep them informed about upcoming data management initiatives

Designing developing and modifying data infrastructure to accelerate the processes of data analysis and reporting 

Reviewing presentations manuscripts graphs and tables to ensure accuracy and quality 

Developing standards of operation when handling and archiving data 

Maintaining data management plans and instructions for operating complex business systems

Overseeing the integration of new technologies and initiatives into data standards and structures 

Evaluating the design selection and implementation of database changes by comparing them with business requirements and design documents 

Assessing system performance and making recommendations for hardware software and data storage improvements

Liaising with internal stakeholders and follow up with external customers on all account related requests

Identifying and driving process improvements to ensure excellence in customer experience timely delivery of services optimum productivity and effective management of resource

Participates with director in recruitment interview and selection activities of support staff. Orients new staff assigns work and establishes priorities Establishes annual performance objectives for staff conducts periodic performance reviews and recommends pay actions. As appropriate recommends corrective action to director up to and including termination

Develops and communicates standards and expectations for staff performance. Monitors quality of work performed by staff ensuring services are provided according to established procedures and carried out in prompt and courteous manner to meet/exceed customer service standards. Ensures staff is apprised of changes in policy and procedures that relate to area of responsibility ensuring adherence to same. Monitors customer service telephone calls for accuracy of information provided and quality control purposes. Maintains issues/resolution logs for department as appropriate.

Develops and maintains process documentation. Provides initial training for outside vendors and new staff members in activities related to receivables systems utilized by department. Identifies training needs through observation of internal and external agency staff customer feedback and develops action plan; obtains approval by director and implements and assesses effectiveness accordingly.

Functions as resource to staff providing guidance in completing daily responsibilities and addressing more complex or sensitive issues. Serves as expert resource for questions that have to be escalated because of complexity or patient complaints and concerns.

Regularly conducts individual and group meetings for department. Documents payroll for subordinate staff. Maintains vacation schedules and authorizes time off for staff. Adjusts coverage for vacation time and breaks as workflows fluctuate.

Participates in development and implementation of patient financial services customer service policies.

Provides input for preparation of annual operating budget for area of responsibility. Assists manager in responding to internal and external audits as well as preparation of related reports files and documents as required.

Prepares and maintains a variety of reports and records to support outcome measures related to staff projects and system performance. Regularly meets with director to maintain awareness of department activities and issues encountered.

Reviews processes related to programming and auditing of automated account files for outside pre-collect and collection agency vendors� activities for self-pay and bad debt receivables. Obtains clarification from self-pay analyst group as necessary.

Performs regular audits on departmental automated processes implementing controls when necessary to ensure consistent compliance with HIPPA regulatory standards tracking and reporting requirements. Maintains knowledge of Fair Debt Collection Act and related regulatory standards through participation in training programs and seminars.

Develops implements and maintains policies and procedures to facilitate tracking and fulfillment of subpoenas requesting information or documentation as maintained in electronic/paper records as served upon departments. Accepts subpoenas and coordinates with internal/external sources for subpoena fulfillment.

Recommends changes to system security group to ensure access to systems is appropriate for various job groups.

Works collaboratively with other departments to coordinate activities respond to inquiries foster collaboration and facilitate meeting organizational needs.

Ensures adequate office supply inventories are maintained and that department equipment is in good working order to support department activities.

Performs other duties as assigned.

Other information:

BASIC KNOWLEDGE

Associates degree in business administration finance or related field or equivalent related experience. Problem-solving skills Time management skills Strong written and verbal communication skills An uncompromised level of patience compassion and empathy. The ability to identify analyze and interpret trends or patterns in complex data sets to meet business needs. 

EXPERIENCE:

Three to five years progressively more responsible related experience in hospital and physician billing and patient finance in a similarly complex healthcare organization. Experience must demonstrate knowledge in variety of software applications including access database data warehouse system and patient finance systems. Must demonstrate effective interpersonal and organizational skills including ability to communicate concepts for automated processes and written communication. Experience must also demonstrate effective customer service skills and ability to effectively resolve technical problems.Moreover customer service supervisor duties and responsibilities are keeping the balance between their employees and customers skillfully and prudently to ensure success.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Work is performed in typical office environment requiring extended periods of sitting standing and walking carrying files and the like.

WFH/Hybrid schedule: Current staffing utilizing hybrid schedule. Position will utilize a blended hybrid schedule as needed with a minimum of 16 hours in office weekly.

INDEPENDENT ACTION:

Functions independently within department policies and practices. Refers specific complex problems to director when clarification of departmental policies and procedures is required.

SUPERVISORY RESPONSIBILITY:

Supervision for up to 15 FTEs

Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status.   Lifespan is a VEVRAA Federal Contractor.

Location: Corporate Headquarters USA:RI:Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union