Telephonic Financial Counseling Supervisor

3 months ago

New York, United States NYC Health + Hospitals Full time

About NYC Health + Hospitals:


Empower Every New Yorker — Without Exception — to Live the Healthiest Life Possible


NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers, without exception, to live the healthiest life possible.


At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.


Job Description:

SUMMARY OF DUTIES AND RESPONSIBILITIES:

This position is responsible for supervising the Telephonic Financial Counseling Team, which is responsible for screening uninsured or underinsured patients and enrolling them in health insurance coverage or financial assistance over the phone through inbound or outbound calls or other referral pathways. The primary responsibility is to oversee the day to day operations of the team including monitoring the flow of both inbound and outbound calls by the Telephonic Financial Counselors, identifying and troubleshooting issues, monitoring key indicators, and completing monthly reports.

General tasks and responsibilities will include:

The identification of tasks and responsibilities below are not intended to be an exhaustive list of all duties that may be assigned to this position, nor does it restrict the duties which may be assigned to the position within the revenue cycle process.

• Responsible overseeing the day to day operations of the Telephonic Financial Counseling Team, which is responsible for screening uninsured or underinsured outpatients to identify health insurance or financial assistance eligibility; screenings of the will take place over the telephone or during scheduled appointments when it is appropriate

• Ensure that the Telephonic Financial Counselors Appointments are addressed on a daily basis.

• Supports the Telephonic Financial Counselors staff to complete outbound calls to unscreened patients or process insurance or financial assistance re-certifications

• Assist the Telephonic Financial Counselors by reviewing and approval requests for hardship waivers as applicable

• Knowledgeable of NYC Health + Hospitals’ financial counseling and financial assistance policies and procedures

• Monitoring the sign in/out of the call distribution system and ensure that the agents are ready to receive calls during assigned hours

• Tracking all calls that are handled by the staff including completing all wrap-up codes after each call

• Monitoring if the Telephonic Financial Counselors are submitting supporting documentation for a program applications is obtained through a secure document transfer method

• Ensure that the agents are scanning patient ID, insurance card(s), referral forms (if applicable) and consent forms obtained from the patient into our document imaging system

• Monitoring the completed cases and the agent’s follow-up on status of applications until a coverage determination is made

• Track the performance of the agents and how they are document cases and patient information clearly and completely in the electronic health information system (H20)

• Facilitate interactions with other departments when necessary

• Conducts and attend all necessary training sessions to effectively perform the day-to-day functions of the position

• Directly supervises 10-30 Financial Counselors

• Perform all other duties, as assigned by Director


Minimum Qualifications:

1. A Baccalaureate Degree from an accredited college or university in Business Administration, Community Health, Psychology or related discipline with one year of full-time experience in a supervisory or administrative capacity in business management systems, general administration, health care and medical/patient systems administration; or,

2. A satisfactory combination of education, training and experience.

Department Preferences

• High School diploma or educational Equivalent approved by the State Department of Education or a recognized accrediting organization

• Registration, billing and collections, financial counseling, and/or customer service

• Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per minute; EPIC; Cisco Finesse; Connection to Wi-Fi

• At least eighteen (18) months of Satisfactory, Full time clerical experience


NYC Health and Hospitals offers a competitive benefits package that includes:

  • Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
  • Retirement Savings and Pension Plans
  • Loan Forgiveness Programs for eligible employees
  • Paid Holidays and Vacation in accordance with employees' Collectively bargained contracts
  • College tuition discounts and professional development opportunities
  • Multiple employee discounts programs

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