Patient Financial Experience Supervisor

4 weeks ago

Ann Arbor, Michigan, United States University of Michigan Full time

**Job Summary**

The Patient Financial Experience Supervisor is responsible for overseeing Patient Financial Counselors on the PFE call center/correspondence team, Self-Pay AR, Patient Credits, and MSupport, across various clinical locations and other areas within Revenue Cycle Pre-service. This position will supervise, monitor, and improve day-to-day activities of the department. Supervisor must be a champion for improving Patient Satisfaction and a leader and driver in Patient Financial Advocacy.

**Responsibilities**

Supervise the activities and day-to-day operations of the Patient Financial Experience call center and correspondence teams

Oversee the financial assistance and loan vendor programs

Manage all self-pay account receivables and collections agencies

Supervise delinquent account collection and the mailing of follow-up letters when statements do not bring a response

Refer certain accounts to a collection agency and respond to legal (bankruptcy and estate etc.) requests

Prepare reports on status of credits and collections

Measure team and individual performance using key value metrics

Prepare various daily, weekly, monthly and annual performance reports

Monitor patient portal/correspondence activities to ensure all turnaround times are met

Assist management with meeting performance goals and creating detailed plans to positively impact team performance

Evaluate individual staff performance by utilizing performance scorecards to track staff productivity, quality, schedule adherence and attendance

Assist management in the development and maintenance of a departmental quality review audit

Review and evaluate correspondence work to ensure quality standards are met

Conduct regular 1 on 1 performance coaching sessions with each staff member

Participate in disciplinary meetings and creating performance improvement plans for staff who are not meeting performance standards

Intercede on escalated patient contacts and/or contacts requiring in-depth knowledge of the organization?s services

Facilitate supervisor calls and deescalate patient concerns through service recovery, education and patient satisfaction

Interview, select and oversee the training of new employees

Attend meetings as needed or requested by management

Develop, recommend, and coordinate the implementation of new procedures through a Lean in Daily Work structure

Participate and lead in project work as necessary

Recommend and implement corrective services to alleviate customer complaints

Communicate, implement, and interpret customer service policies and procedures

Approve requests for time off

Create and maintain staffing schedules to ensure proper work coverage

Approves or disapproves the extensions of payment plans, refunds, adjustments, discounts, payment voids, etc.

Review changes to patient accounts for accuracy ensuring any Compliance requests are handled efficiently and expeditiously

Assist management in the oversight of our extended payment plan vendor (CarePayment) and collections vendors (UCS/LJ Ross)

Manage monthly statements and statement cycles

Demonstrate and communicate vision of patient financial advocacy to staff, supervisor and others who impact the patient financial experience

Develop department goals, initiatives, key performance Indicators, management reports and scorecards that align with the ideal patient financial experience

Perform other related duties as assigned.

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