Client Service Supervisor

Job Ref
1907313
Category
Administrative & General Support
Job Family
Customer Service
Department
Revenue Cycle-HB EPIC
Schedule
Full-time
Facility
Castleway / Castleton Office Park

Castleway Drive
Indianapolis, IN 46250
United States

Shift
Day Job
Hours
9:30am - 6:00pm
Job Location

Client Service Supervisor is based in the Central Billing Office apart of the Castleton Business Park in Indianapolis, Indiana


Job Duties

• The Supervisor will be responsible for assigning, monitoring, compiling, correcting and performing all tasks associated with the duties and responsibilities of the Community Health Network Client Services Department with focus on financial assistance
• The Supervisor will assist with training all new team members and mentoring established team members to assure all quality measurements are being met
• Oversight of all aspects of Account Services for the Central Billing Office that ensures a customer focused quality conscious work climate by maintaining a proficient understanding of third-party payer regulations and guidelines, financial resources and community resources
• Provides coaching, education, guidance, support, and reporting to ensure alignment to the strategic direction of Client Services team within the Central Billing Office
• Responsible for education, coaching, and mitigation of potential exposures discovered
• Mitigate conflict both internal/external to troubleshoot and bring forth a resolution with minimal guidance
• Professionally communicates with all internal/external customers via all media including phone, email, and F2F
• Provides appropriate feedback and coaching with all internal/external customers to help mitigate potential disclosures and improve processes
• Participates in projects, meetings, training, and education of team
• Oversight, reporting, and communication of all metrics for team providing appropriate coaching/feedback
• Participation in creation and maintenance of reporting and metrics for team to improve overall knowledge and service delivery
• Proactive in gaining/sharing knowledge of network policies, procedures and business operations with team
• Proactively works with Leadership to develop solutions to improve overall customer experience looking for opportunities to eliminate redundancies and potential exposure
• Self-motivated and team focused with an emphasis on financial processes and solutions illustrating the ability to utilize all resources bringing forth new innovative ideas to drive process improvement
• Creates quality conscious work climate by maintaining a proficient understanding of third-party payer regulations and guidelines
• Proactively and positively focuses on interpersonal skills, data analysis, ability to de-escalate, educate, coach, and resolve inquiries with internal/ external customers, as well as, administrative and line staff
• Provides support, continual education, and feedback to team conducting regular rounding with direct reports
• Ensures department’s continuous excellence in Customer Focus, Quality Standards, and financial clearance process
• Proactively and positively oversees the financial clearance process ensuring compliance to the federal guidelines and network policy
• Creates and maintains appropriate reporting to assess appropriate data/collection, quality, and resolution for inquiries to the financial application process ensuring increased satisfaction and network financial viability


Experience

• Five (5) years of experience in a physician/hospital billing and/or customer service role required
• Three (3) years of financial, banking, accounting experience preferred
• Face to Face and call center customer service experience preferred
• Counseling, social services, training, coaching, education, and/or mentor experience preferred
• Three years of Leadership experience preferred
• Knowledge of Cisco Unified Intelligence Center and Epic experience preferred


Education

• High School diploma or GED equivalent required
• Associate’s Degree required or equivalent Leadership, financial, and technology experience preferred


Skills

• Understand coverage plan differences and open enrollment periods
• Attentively listens, researches, educates and resolves needs for team and customers offering all viable financial solutions
• Ability to educate customers on programs available to help reduce financial responsibility offering all viable solutions
• Ability to clearly and accurately articulates concepts of deductibles, coinsurance, and/or copayments and how they impact patient financial responsibility and accurately articulates how non-covered services and out of network coverages impact patient financial responsibility
• Working knowledge of government and commercial payer requirements, policies and regulations
• Identifies opportunities by looking through the lens of our customer and recommends improvements and solutions; open and supportive to designing or participating in the design and implementation
• Proactively seeks other learning opportunities to improve skills, as well as, team members’
• Ability to maintains customer confidentiality and documentation appropriately for accurate and efficient follow up
• Operates with high integrity in all interactions by maintaining positive, honest and productive relationships both internally and externally
• Demonstrates strong written and verbal communication skills including comprehensive and concise documentation regarding all account actions and ability to communicate utilizing different types of technology
• Communicates consistently in a respectful manner, contributes to teamwork, proactively addresses interpersonal conflicts, actively engages in reporting and identifying trends that impact processes
• Interacts professionally with all customers conveying sincerity and willingness to help by seeking to understand need, researching prior to responding, and ability to de-escalate by eliminating all distractions
• Advance working knowledge of Revenue Cycle process
• Advanced working knowledge of MS Office, including but not limited to Excel, Outlook, PowerPoint, and Word
• Ability to utilize resources to research, troubleshoot, and de-escalate customer billing concerns utilizing multiple systems (including but not limited to revenue cycle system, payor websites, and document storage system), comprehending all account documentation and correspondence for account resolution
• Advanced math aptitude and critical thinking skills
• Detailed oriented
• Excels in a fast-paced detailed oriented environment with the ability to multi-task
• Ability to work both independently and within a team
• Ability to lead, coach, motivate, and maintain high performance teams
• Self-starter, ability to assess a situation, provide resolution seeking minimal guidance
• Self-reliant, ability to complete or find answers or resolutions seeking minimal guidance


Testing

Customer Service Mindset Survey 85%


Keywords

Client Services, Client Services Supervisor, Financial Services, Financial Services Supervisor, Account Services, Account Services Supervisor, Central Billing Office, Central Billing Office Supervisor, Single Billing Office, Single Billing Office, Supervisor, Supervisor Client Services, Supervisor Financial Services, Supervisor Account Services


Ranked among the nation's most integrated healthcare systems, Community Health Network is Central Indiana's leader in providing convenient access to exceptional healthcare services, where and when patients need them – in hospitals, health pavilions and doctor's offices, as well as workplaces, schools and homes. Exceptional care, simply delivered.


Community is a non-profit health system that is deeply committed to the communities we serve with more than 200 sites of care and affiliates throughout Central Indiana. Guided by our PRIIDE Values – Patients First, Relationships, Integrity, Innovation, Dedication and Excellence – our team of caregivers is committed to providing an exceptional experience with every life we touch.

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