RCM Customer Service Supervisor, Self-Pay Collections

Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult Trauma Center and Level I Pediatric Trauma Center and acute care hospital, as well as a clinic system with primary care clinics located in Minneapolis and across Hennepin County. The comprehensive healthcare system includes a 473-bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of clinics in the North Loop, Whittier, and East Lake Street neighborhoods of Minneapolis, and in the suburban communities of Brooklyn Park, Golden Valley, Richfield, and St. Anthony Village. Hennepin Healthcare has a large psychiatric program, home care, and operates a research institute, philanthropic foundation, and Hennepin EMS. The system is operated by Hennepin Healthcare System, Inc., a subsidiary corporation of Hennepin County.

Equal Employment Opportunities: We believe equity is essential for optimal health outcomes and are committed to achieve optimal health for all by actively eliminating barriers due to racism, poverty, gender identity, and other determinants of health. We are committed to equitable care and working in an environment that celebrates, promotes, and protects diversity, equity, inclusion, and belonging. We are committed to bringing in individuals with new cultural perspectives to assist in creating a more equitable healthcare organization.

SUMMARY

We are currently seeking a RCM Patient Customer Service Supervisor to join our Self-Pay Collections team. This full-time role will be a hybrid (days).

Purpose of this position: Provide superior customer service to our patients by supervising the patient financial responsibility customer service processes and related internal and external staff to maximize timely and efficient realization of full receivables value on behalf of our patients.

RESPONSIBILITIES:

• Perform supervisor-level administrative and operational management for Patient Customer Services area within RCM department.
• Provide administrative and operational management:
  • Team-building. Supervise staff of functional areas within department, delegate as appropriate. Supervise all agency relationships. Builds and empowers teams within RCM departments. Ensure collaboration throughout RCM.
  • Policies and procedures. Assist in the design, implementation, maintenance and monitoring of best practices policies, standard operating procedures and processes, both internal and outsourced. Assist in compliance and regulatory efforts, and monitor to ensure compliance.
  • Department operations. Assist in developing operations plans that support RCM, Finance and HCMC strategic plan and business objectives with input from Manager; assist in setting department direction and priorities, provide oversight and monitor day-to-day office operations.
  • Job descriptions. Assist in the design, implementation, and monitoring of job descriptions within department. Clarify roles and responsibilities, both internal and outsourced.
  • Staffing. Assist in the development of staffing requirements, both internal and external. Internally recruit and hire with HCMC HR, comply with HCMC rules and procedures in recruiting, hiring, selection, offers of employment, etc. Understands union contracts and which employees are in which contract.
  • Training. Assist in the development of orientation, initial and on-going training standards, and staff development, both internal and external. Ensure compliance with new employee and annual mandatory training.
  • Performance management. Manage performance of direct reports, external and agencies. Build competencies of staff through training and providing resources and facilitating individual development plans. Ensure internal and external staff are given feedback on a regular basis; actively coach and counsel employees and set performance improvement goals; conduct performance evaluations in timely manner using appropriate feedback mechanism. Develop reporting mechanisms for external staff and agencies to measure their performance. Handles conflicts early on and in a collaborative manner.
  • Department performance. Understand, define and utilize standards for department and agency performance (including productivity, financial, customer satisfaction, employee engagement, etc.), communicate across service areas, build employee and agency commitment, set accountability, evaluate and report department performance against those standards, and take appropriate actions to ensure performance.
• Assist in leading patient satisfaction initiatives. Proactively identify opportunities to create a superior customer financial responsibility experience for patients from time of service through payment in full. Identify barriers and solutions, initiate and facilitate problem-solving. Collaborate with cross-functional teams to create best practices in customer service related to patient financial responsibility.
• Assist in providing subject matter expertise on technical and compliance areas that impact patient financial responsibility customer service including HCMC processes, EPIC HB and PB system, payor requirements, Federal, state, and attorney general patient pay regulations, Fair Debt Collections Practices Act. Maintain certification in EPIC Resolute Hospital Billing and Professional Billing Self-Pay Follow-Up.
• Assist in developing budgets for department in conjunction with Manager. Allocate and monitors FTE's and utilizes staff and other resources efficiently and effectively within own department and collaboratively across RCM. Assist in monthly operating review and interpreting monthly financial statements. Takes appropriate corrective action in response to variances and trends. Recommend purchasing equipment or services to provide necessary tools.
• Practices LEAN and continuously analyze data and feedback for trends, reasons, system issues to identify performance improvement initiatives. Lead employees and agencies to follow a systematic improvement process. Create an environment where internal and external staff and customers can bring forth problems or issues. Identify barriers and solutions, initiate and facilitate problem-solving. Project leader as assigned by Manager. Uses good project planning processes, templates, etc. Updates to Manager on progress to include a communication plan.
• Develop cross-functional relationships. Work in collaboration with clinical, E.H.R and other leaders in RCM strategies, coordinate efforts with other leaders around infrastructure planning, procedures, issue resolution and improvements. Communicate RCM information to all areas on a regular basis with the result of excellent customer service.

QUALIFICATIONS:

Minimum Qualifications:

• Bachelors degree in Business, Finance, or Accounting or related field or approved equivalent education/experience
• A minimum of two (2) years experience supervising customer service in a healthcare setting

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• Knowledge of and experience with EPIC Electronic Health Records preferred.
• EPIC Resolute Hospital Billing and Professional Billing Self-Pay Follow-Up preferred

Knowledge/ Skills/ Abilities:

• Knowledge of healthcare accounts receivable and patient billing and collection policies and procedures
• An understanding of applicable consumer and data protection State and Federal laws is necessary.
• Adaptable to changing priorities, tasks, and work schedules to meet department standards
• Knowledge of the quality improvement processes

Leadership Knowledge/Skills/ Abilities:

• Skilled in overseeing the efforts of individuals within the department
• Ability to effectively involve department staff in the application of quality measurement and improvement tools
• Skilled in fostering a positive workplace culture and building inclusive workplace teams
• Demonstrated ability to quickly learn new technologies and systems and provide instruction on complex processes
• Capable of assisting managers with decisions and activities
• Effective use of all Windows-based applications such as Word, Excel and Power Point
• Ability to appropriately prioritize and carry-out work
• Ability to comfortably and effectively facilitate meetings and feedback sessions

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.

Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.

Department: Self-Pay CollectionsPrimary Location: MN-Minneapolis-Downtown Campus Standard Hours/FTE Status: FTE = hours per pay period)Shift Detail: DayJob Level: SupervisorEmployee Status: Regular Eligible for Benefits: YesUnion/Non Union: Non-Union Job Posting: Jul

EEO/Disability/Veteran employer.

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