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Customer Service & Patient Collections Supervisor

Boys Town National Research Hospital Omaha, NE
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Performs duties of significant difficulty which includes the supervision and oversight of all daily functions of the customer service and patient collections staff, providing support when needed. Monitors staffs productivity and quality, reporting results back to the Accts Rec & Customer Service Manager for trending of outcomes and results. Adheres to customer service and collections policies and procedures as defined by BTNRH. Serves as the primary escalation point regarding customer concerns and/or questions. Develops and maintains working relationships with other departments and leaders to ensure effective resolution for patient concerns and improving the patient experience.

SCHEDULE: Mon-Fri 8a-5p.

MAJOR RESPONSIBILITIES & DUTIES:

  • Facilitates and provides direct oversight to Customer Service and Patient Collections Specialists.

  • Accountable for providing ample orientation and ongoing training of Customer Service and Patient Collection Specialists.

  • Performs monthly audits of personnels productivity and ensures quality at the departments defined standards. Compiles audit results and findings, tracks and trends each staffs ongoing results and communicates findings to management, while coaching and mentoring staff when below standard results and trends exist.

  • Tracks, trends and analyzes staffs workflows, phone volume as it relates to staffing, productivity, and quality results as well as implementing change when appropriate to resolve issues. Works closely with PFS management to suggest modifications relating to improving the patient experience.

  • Maintains knowledge of BTNRH customer service and patient collection policies and procedures to make sound business decisions, while keeping direct reports and PFS staff aware as pertinent to their work and expectations outlined in these policies.

  • Runs, validates and distributes patient collection performance reporting to staff and management on set schedules.

  • Monitors self-pay accounts receivable to ensure appropriate collection activity on outstanding accounts, as well as ensuring accounts that are appropriately aged within 501R guidelines are being sent to an outside collection agency in a timely manner.

  • Maintains a positive working relationship with outside collection agencies and vendors pertaining to BTNRH patient accounts.

  • Ensures the effective communication with the Financial Assistance Counselor in support of the patients needs.

  • Facilitates the escalation or resolution of customer service issues in a timely or professional manner.

  • Communicates appropriately using good interpersonal skills, ensuring that a positive, professional demeanor is projected through verbal and non-verbal communications, ensuring information for patients is delivered in a manner that is supportive, timely and understandable.

  • Performs daily diagnosis and problem-solving using sound decision making skills and ensuring changes are being met with positive and supportive behaviors by self and team.

  • Actively fosters excellent teamwork to assist in achieving the mission, while offering assistance with solving complex problems while responding effectively to crisis and unplanned events in a timely and confidential manner.

  • Oversees the interviewing, selection, evaluation of performance and coaching of Customer Service and Patient Collection Specialists.

  • Manages direct reports' timecards on a weekly basis, minimizing overtime situations and consulting employees of discrepancies when identified.

  • Monitors, reports and makes recommendations to Manager or Director for modifications as needed to incoming call lines, ensuring calls are answered in a timely manner and correct information is shared in a professional and courteous manner.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Ability to communicate professionally, clearly and concisely, both orally and in writing, with all BTNRH staff, physicians and patients in all aspects of the job to allow for high levels of efficiency and promptness for patient care.

  • Commitment to excellent customer service.

  • Strong attention to detail, goal oriented and confidence in making independent decisions.

  • Ability to problem solve, applying exceptional analytical skills to creatively resolve issues and organize workload according to established priorities.

  • Ability to serve as a positive role model for the business office and to support the mission of BTNRH.

  • Ability to maintain patient confidentiality.

  • Ability to manage diverse staff and coordinate activities, organize departmental workloads to comply with deadlines and priorities established by Manager, Director, or other organizational initiatives.

  • Knowledge of insurance, 3rd party payers and benefits.

  • Ability to service as a positive role model, supporting the mission of the organization.

REQUIRED QUALIFICATIONS:

  • High school diploma or equivalent is required.

  • Minimum 5 years of experience in healthcare with focus on customer service, billing, collections and insurance payers required .

  • Previous lead or supervisory experience required.

  • Previous customer service experience required.

Diversity is more than a commitment at Boys Townit is the foundation of who we are and what we do.

At Boys Town, we cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team one that makes better decisions, drives innovation, and delivers better business results.

About Boys Town:

Boys Town has been changing the way America cares for children and families since 1917. With over a century of service, our employees have helped us grow from a small boardinghouse in downtown Omaha, Nebraska, into one of the largest national child and family care organizations in the country. With the addition of Boys Town National Research Hospital in 1977, our services branched out into the health care and research fields, offering even more career opportunities to those looking to make a real difference.

Our employees are our #1 supporters when it comes to achieving Boys Town's mission, which is why we are proud of their commitment to making the world a better place for children, families, patients, and communities. Unique perks to Boys Town employees and their families include free visits to Boys Town physicians and free prescriptions under the Boys Town Medical Plan, tuition assistance, parenting resources from our experts and professional development opportunities within the organization, just to name a few. Working at Boys Town is more than just a job, it is a way of life.

This advertisement describes the general nature of work to be performed and does not include an exhaustive list of all duties, skills, or abilities required. Boys Town is an equal employment opportunity employer and participates in the E-Verify program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and/or expression, national origin, age, disability, or veteran status. To request a disability-related accommodation in the application process, contact us at 1-877-639-6003.

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