This position is responsible for supervising Credits/Refunds employees in the central business office including overall general supervision, policy and procedure compliance, personnel training, development, performance measurement, scheduling, payroll and performance appraisals. This position will supervise Central business office leads and team members. The Central Business Office Supervisor - Credits/Refunds is responsible for delivering the highest quality of service as efficiently as possible while meeting financial, performance and quality goals. The Central Business Office Supervisor - Credits/Refunds must work cooperatively with all levels of the business including both internal and external partners and vendors. The ideal candidate will be quality oriented with a proven record of creating engaged employees and provide an environment for coaching and feedback to improve the patient experience.
Provides daily leadership and guidance, direction, and motivation to team.
Proactively monitor all work queues and ensure that the proper amount of staff is in place and that turn time expectations are being met. Assists the team as needed to effectively manage volume.
Ensures all productivity standards are met in a timely manner through measuring and monitoring. Runs and analyzes weekly and monthly reports for performance measurement and efficiencies.
Ensures team members comply with all Company policies and procedures and holds individuals accountable for not adhering to policies and procedures.
Actively develop direct reports through coaching, feedback, and projects to ensure their success and to create a highly engaged, productive team while meeting all performance objectives.
Responsible for ensuring team payroll is completed on time and accurately.
Assist in planning for team meetings ensuring a sense of community among team and sharing performance and overall updates to keep the team informed
Responsible for agent quality ensuring that patient satisfaction is number one priority
Handles patient escalations to ensure complete patient satisfaction
Identifies team and individual training needs and assists in developing plans for immediate and long-term performance improvements
Aids in the development and implementation of processes that improve efficiencies and quality within the department.
Interviews and hires staff as needed and approved by senior management
Conducts and reviews performance appraisals of direct reports, identifies performance problems, and initiates disciplinary actions. Evaluates subordinates performance by establishing objectives and measurements for supervisory and service personnel. Provides constructive feedback on a consistent basis
Works collaboratively with other departments sharing insights and creating process and procedure to improve the overall patient experience
Ensure that customer service center staff meets all HIPAA requirements
Performs any additional duties as assigned
2- or 4-year degree in Business, Health Care Administration or related area.
Three (3) years of experience within an applicable Revenue Cycle Department may substitute for associate degree.
Minimum five (5) years of experience in a Hospital/Clinic Revenue Cycle Department is required.
Excellent communication skills. Proficient in the English language. Proficient math skills. Proficiency with PC software and Electronic Health Record systems essential including basic typing skills. Ability to motivate in a team-based environment. Ability to foster an environment of honest and confidential communications. Ability to communicate, as needed, both written and verbal information in a clear, concise, accurate and considerate manner. Ability to deal professionally, courteously and efficiently and to remain calm under stress. Ability to assess and clarify changing priorities. Proven ability to problem solve effectively. Ability to maintain a flexible schedule to accomidate a 24/7 on site team.
Together with the University of Minnesota and University of Minnesota Physicians we have created M Health Fairview. M Health Fairview is the newly expanded collaboration among the University of Minnesota, University of Minnesota Physicians, and Fairview Health Services. The healthcare system combines the best of academic and community medicine — expanding access to world-class, breakthrough care through our 10 hospitals and 60 clinics.
Fairview Health Services (fairview.org) is an award-winning, nonprofit health system providing exceptional care across the full spectrum of health care services. Fairview is one of the most comprehensive and geographically accessible systems in the state, with 10 hospitals—including an academic medical center and long-term care hospital—serving the greater Twin Cities metro area.
Its broad continuum also includes 60 primary care clinics, specialty clinics, senior living communities, retail and specialty pharmacies, pharmacy benefit management services, rehabilitation centers, counseling and home health care services, medical transportation, an integrated provider network and health insurer PreferredOne. In partnership ...with the University of Minnesota, Fairview’s 32,000 employees and 2,400 affiliated providers embrace innovation to drive a healthier future through healing, discovery and education.