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JOB SUMMARY:

This position is responsible for managing the Refunds, Patient Reps and Self-Pay Collectors. The supervisor will manage all self-pay and third-party refunds and approve all refunds. The management of the self-pay collectors along with the patient reps, this employee will oversee all phone calls, statement issues, and budget plans. This supervisor will have complete management of the Payroll Patient payments.

This position is responsible for supervising the Medicare, Medicaid, Government and Commercial Patient Account Representatives. The supervisor is responsible for maintaining the accounts receivable for assigned sections and for ensuring accurate and timey payment for all claims. Claims are appealed when necessary and all correspondence is processed in a timey manner. Assist staff with daily operational issues.


REPORTS TO:


JOB SPECIFIC RESPONSIBILITIES:

• Develop staff job descriptions. Evaluate staff performance and provide timely and factual
feedback as necessary. Complete performance appraisal s according to hospital policy.
• Keep the Director / Assistant Director of Patient Financial Services regularly informed of issues,
recommendations for improvement and ongoing operational events.
• Develop and implements customer service initiative in the Patient Accounting / Collections
Department.
• Management of the ARCTR Credit Balance Report and Budget Plan Reports.
• Correct all Patient Accounting errors when noted and inform the proper supervisor/employee of
errors and what measures should be taken to prevent reoccurring errors.
• Supervision of all Patient Reps and take any overflow of calls and assist with any customer
service issues.
• Supervision of the Self – Pay collectors and maintain their incentive pay report. Must be able to
assist with problem solving and customer service.
• Management of all refunds. Must approve all refunds and be able to solve any issues with
refunds.
• Maintain collections requirements and ascertain budget plans as set as required.
• Assist any employee within the Patient Financial Services Department with any problems,
issues, or concerns. Work all correspondence within 48 hours.
• Has a working knowledge of the benefits and reimbursement policies/rules for billing and
collections.
• Understand all FSCs, transaction codes and denial codes and their proper use.
• Determine primary and secondary payers according to rules and regulations.
• Appeal/resolve all denied claims.
• Ascertain that follow-up is conducted every 30 days either by phone or through email/letter
contact with the insurance companies.
• Make accurate and complete documentation on all visits worked.
• Retain all remittance advices/EOBs.
• Schedule and hold ongoing education/status meetings to assure employees maintain interest
and an acceptable level of knowledge regarding their job duties.


EDUCATION AND EXPERIENCE:

• College degree in business related field or equivalent experience
• Supervisory skills
• Medical and insurance terminology


REQUIRED LICENSURES/CERTIFICATIONS/REGISTRATIONS:

None required


SKILLS AND ABILITIES:

• Ability to communicate both verbally and in writing
• Mainframe computer skills
• Basic accounting and detailed clerical skills
• Possess customer relation skills
• Highly technical and problem solving skills
• Ability to adapt to changes


INTERACTION WITH OTHER DEPARTMENTS AND OTHER RELATIONSHIPS:

Constant interactions is required with Admitting, Utilization Review, Fiscal Administration, Resource Assistance, Health Information Systems and Information Systems. Frequent interaction is required with all revenue generating departments. Interaction with other departments shall occur as needed.


PHYSICAL CAPABILITIES:

Work is of medium demand, walking, sitting and standing most of the time while on-duty. Occasional lifting of equipment is required. Adequate hand/eye coordination and fine motor skills required for typing. Talking and hearing is essential in dealing with co-workers and customers.


ENVIRONMENTAL/WORKING CONDITIONS:

Work in a well-lighted, heated and ventilated building. Hours may vary to accommodate needs of other departments.


DIRECT REPORTS:

UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Request for accommodations in the hire process should be directed to UMC Human Resources.​