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Requisition Number 18-0157
Title Customer Service Supervisor, PFB
Location UVA Research Park
City Charlottesville
State VA
Hours per week Full time
Description POSITION TITLE: Customer Service Supervisor, PFB
JOB CODE: B3149
LEVEL: Level 13

GENERAL SUMMARY: Responsible for overseeing the customer service functions within Patient Friendly Billing (PFB) including customer service phone activities and patient account follow-up tasks. The Supervisor assists the Manager in staff training and development, statistical record keeping and analysis, and customer inquiries. Assists in providing information for internal & external auditors. Interviews, hires, trains, supervises & evaluates professional and office support staff.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
Essential functions of the job:
 Analyzes, plans, evaluates and implements processes designed to maintain patient satisfaction levels at or above determined benchmarks.
o Identifies errors and provides additional training to prevent future errors.
o Responds to inquiries from patients, clinical departments, and third parties via telephone, written correspondence, or face to face..
o Serves as the primary contact for designated customers to resolve complex accounts and sensitive or potentially legal issues.
o Maintains and applies knowledge of healthcare trends and regulatory requirements.
o Statistical reports are prepared according to schedule with minimal assistance.
 Provides day-to-day supervision of assigned PFB staff or of an essential PFB function.
o Staff is appropriately selected and trained to perform their job functions.
o Communication with staff and leaders is timely and effective.
o Staff is scheduled to ensure workload coverage.
o Work is delegated appropriately based on the level of difficulty and knowledge, skills and abilities of staff.
o Staff orientation, training and competency assessments are scheduled and documented in an organized, accurate and timely manner.
o Performance feedback is provided to area staff in a timely and effective manner.
o Procedures/policies for staff transition related to projects are developed and operationalized.
o Staff work time and attendance is monitored for adherence to UVA Health System policies.
o Assigned function is completed as scheduled according to established procedures.
o Assigned function is analyzed and/or monitored for potential process improvements.
o Process improvements are suggested and implemented appropriately with minimal assistance.
 Investigates, documents and resolves problems and complaints.
o Problems are investigated thoroughly and in a timely manner, with minimal assistance.
o Effective and positive systems improvements are provided as part of problem resolution.
o Potential improvements are occasionally identified before problems arise.
o Continuous process improvement is strived for in day-to-day activities.
o Input on development, revision and implementation of work area policies and procedures is provided to ensure efficient operations and compliance with regulatory standards.
 Performs analysis of billing process to determine what if any amount is patient responsibility.
o Patients’ accounts are carefully reviewed to provide patient with appropriate information concerning his/her account(s).
o Gathers, verifies and inputs demographic, financial and insurance data according to policy.
o Patient payments are received and handled according to policy.
o Resolves patient responsibility balances.
o Negotiates payment arrangements and establishing budget plans per policy with patients/guarantors.
o Contacts Clinical Departments to resolve patient concerns and/or billing issues.
o Serves as a patient advocate and works with internal and external areas to ensure compliance.
o Assesses accounts with credit balance for appropriate resolution
o Sends requests to resolve misapplied payments or credits.
o Assesses and forwards bankruptcy issues to Specialist per procedures.
o Resolves patient responsibility balances through proven debt collection techniques.
o Collection telephone calls and/or letters are performed and/or prepared according to department standards.
o Reviews and completes necessary actions regarding attorney and bankruptcy correspondence and maintains a strong knowledge of activities including, but not limited to, liens, wage garnishments, subpoenas and bad debt timelines.
 Provides optimum customer service including quality assurance for all patient inquiries
o Phone calls and/or e-mails are responded to within two business days.
o Works and remains focused under stressful conditions while communicating effectively.
o Patient interviews are performed by adapting and utilizing situational based interviewing techniques to meet respective needs, educational levels, and abilities of the interviewee.
o Patient payments are received and handled according to policy.
o Accounts are clearly documented on-line.
o Patients requesting pricing information on given services are properly directed.
o Follow-up on any unresolved Customer Calls/Correspondence within Customer Service Unit guidelines.
o Effectively analyze relevant information and applies sound analytical thinking when triaging customer calls/correspondence.
o Follow-up is performed by telephone and/or written correspondence with customers
o Tracking and follow-up is performed on all accounts referred outside of the Customer Service Unit for timely resolution.
o Must be knowledgeable of the various entities that make up the UVA Health System and provide appropriate information concerning each of them.
 Performs technical responsibilities in assigned work area.
o Regular, positive recognition is provided to staff and peers.
o Communication of news and developments is provided to staff and leaders in a timely manner.
o Meetings and planning sessions are regularly attended with active participation.
 Maintains a positive and professional work environment.
o Regular, positive recognition is provided to staff and peers.
o Communication of news and developments is provided to staff and leaders in a timely manner.
o Meetings and planning sessions are regularly attended with active participation.
o Teamwork and behavior supportive of team morale is consistently demonstrated.
 Assumes responsibilities for professional development of self and contributes to and assists with the professional development of others.
o Strengths and opportunities for professional development are identified and setting goals for self- improvement are set and documented appropriately.
o Identified goals for professional development are met through a variety of educational forums.
o The education and development of others is fostered by sharing information learned through individual professional development.
o A positive environment conducive to professional development of coworkers is demonstrated on an ongoing basis including, but limited to, perception, mentoring, teaching, orienting, role modeling and team participation.
o Participates in activities to promote staff engagement.
o Develops, maintains and reports on standards of performance.
o Annual mandatory training activities are completed within established time frames.

UPG is an Equal Opportunity Employer
Requirements REQUIRED QUALIFICATIONS (Knowledge, Skills & Abilities):
Education:
 High School Diploma or GED.
 Some college courses desired, preferably accounting, banking, and/or healthcare.
Experience:
 Three to five years of related experience required.
 Previous supervisory or lead experience preferred.
 Previous experience in a medical billing capacity preferred.
 Knowledge of insurance billing policies, procedures, and regulations preferred.
 Budgeting experience preferred.
Skills:
 Knowledge of and experience utilizing a personal computer.
 Word processing and spreadsheet skills required.
 10-key calculator experience preferred.
 Experience utilizing billing application software required.
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