Customer Service Support Supervisor

Customer Service/Support Supervisor

Position Summary

The Customer Service/Support Supervisor has oversight responsibility for the following Business Office Work Groups: Cash Posting, Customer Service, Vendor Management, Office Assistant (File Room). Each of the aforementioned work groups has very unique job duties as outlined below:

Cash Posting: Responsible for ensuring the posting of all patient cash receipts and adjustments through the patient accounting system. The Supervisor ensures that daily patient cash receipts are balanced with the amounts deposited in the bank and posted to the appropriate patients account. The Supervisor develops and monitors a fully integrated cash posting process that supports the billing and accounts receivable process. This position maintains knowledge of current billing practices, banking products and internal system capabilities in order to best maximize their use in daily functions. The position supports the efforts of all audits and supports the general accounting staff with monthly reconciliation.

Customer Service: Responsible for monitoring incoming phone traffic via an ACD line and for monitoring staff's call handling performance by evaluating recorded calls. This position maintains knowledge of customer service best practices to properly evaluate customer service performance. The ability to interpret and properly distribute incoming correspondence from patients, insurance carriers, attorney requests, to name a few, is also integral to the success of the customer service department.

Vendor Management: Oversight responsibility for monitoring the performance of ARMC pre-collect and bad debt vendors. Responsibilities include, but are not limited to: ensuring all incoming billing office customer complaints are resolved within 30 days, ARMC self pay vendor accounts are handled timely and in accordance with established procedures.

File Room: Monitor all file room activities to include the timely handling of explanation of benefit requests, supply ordering, report generation and that archiving of completed in accordance with the ARMC guidelines. The Customer Service/Support Supervisor demonstrates well-developed communication, interpersonal and organization skills and interacts effectively with all levels of the organization. The position provides current and accurate training to all staff members and monitors performance through a fully integrated quality assurance program and performance metric reporting. This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork and cooperation.

Qualifications

Education: High School diploma or equivalent required. Bachelor's degree in business, finance or accounting preferred.

License/Certification:

Experience: 2-4 years of billing/accounting/cash management/customer service experience required. Knowledge of McKesson systems, Microsoft Office Suite (Excel, Word, PowerPoint) and Escort is required.

Performance Expectations

Demonstrates the competencies as established on the Assessment and Evaluation Tool for this position.

Work Environment

Potential for exposure to the hazards and risk of the hospital environment, including exposure to infectious disease, hazardous substances, and potential injury. This position requires sitting, standing, walking, stooping and crouching a majority of the workday. Works with such equipment as computer terminal, fax machine, printer and copier.

Reporting Relationship

This position reports to the Customer Service/Support Manager supervises the Cash Denial Team, Customer Service, V