Job Description

Job SummaryJOB SUMMARY
The Customer Service Supervisor will act as a liaison between the hospitals and Houston Methodist Physicians Organization (PO) and the patients, providers, and payers for all post care matters related to account resolution. The Supervisor is expected to work with the Self-Pay Collections and Customer Service Manager to develop unit goals, and will provide support and guidance to the customer service representatives in order to reach such unit goals. The Supervisor must possess superior knowledge of customer service and revenue cycle operations to meet unit metrics including but not limited to patient satisfaction, low abandoned calls, and low wait times.
The Supervisor is expected to interact with all the Single Billing Office (SBO) sub-units, management and other hospital and PO service areas on a daily basis. The Supervisor will also cultivate positive working relationships to promote harmony and effective communication to resolve caller concerns post care. Further, the Supervisor lead and support the CSRI and CSRII's in their daily actions in order to provide a significant level of customer satisfaction upon immediate request or need.

Requirements:

DUTIES AND RESPONSIBILITIES
People 20%
* Holds Customer Service Representatives accountable to meet Customer Service metrics including, but not limited to abandonment rates, wait times and patient satisfaction
* Collaborates with the Manager to set and meet team goals and performance standards
* Works with the Manager to set and meet quality standards based on call review and feedback as provided by the Self-Pay Collections and Customer Service Manager
* Leads unit meetings to help identify trends impacting performance and facilitate cross-training between unit staff
* Ensures the staff follows approved scripts as prescribed by Self-Pay Collections and Customer Service Manager while accepting incoming phone calls

Finance 20%
* Leverages knowledge of vendor and technology systems that play a role in the patient experience within the SBO to resolve customer concerns more efficiently. Vendor and technology systems include but are not limited to: Epic, Cisco , Emdeon , MyChart early out vendors, and bad debt vendors.
* Posts adjustments, refunds and contractual allowances in accordance with prescribed levels of authority
* Leverage knowledge of the Revenue Cycle and the patient account cycle in Epic to resolve incoming and escalated calls more efficiently
* Leverage knowledge of payor systems to resolve customer concerns more efficiently by being able to communicate all the financials elements of the Explanation of Benefits to the customer and provide training for the staff. Payor systems include but are not limited to: Managed Care, Medicare, Medicaid, and Indemnity.

Quality/Safety 30%
* Enforces individual and team performance expectations as advised by the Self-Pay & Customer Service Manager and the SBO Director
* Conducts formal performance reviews and provide feedback to team members. Work with team members to improve, track and develop areas in need of improved performance.
* Ensures protection of private health and personal information. Adheres to all HIPAA and PCI compliance regulations.
* Demonstrates communication skills in a clear, concise, articulated and professional manner in both verbal and written capacities
* Resolves phone calls escalated by team members
* Utilizes analytical skills to bring the account for resolution. This includes analyzing the data elements (clinical and financial) within Epic to determine the current state of the account.
* Documents accounts in a brief and concise manner, indicating resolution or steps needed for resolution
* Works effectively to ensure resolution of customer concerns. This includes incorporating feedback and instruction/training into daily routines on an immediate basis.

Service 20%
* Facilitates a service-oriented and resolution-minded culture
* Possesses superior knowledge of the cycle of a patient guarantor account, which will include hospital and physician charges to ensure high quality of service while addressing patient needs
* Demonstrates SERVICE PRIDE standards.
* Demonstrates and support the Houston Methodist vision, mission and ICARE values statement

Growth/Innovation 10%
* Utilizes technology in an effective manner to ensure resolution of customer concerns

This position description is not intended to be all inclusive, and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required. The Houston Methodist Hospital reserves the right to revise or change job duties and responsibilities as the need arises.

Qualifications:

EDUCATION REQUIREMENTS
Associate's degree; Bachelor's degree preferred.

EXPERIENCE REQUIREMENTS
4+ years of revenue cycle experience in healthcare, including 2 years of supervisory or team lead experience

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED
None

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIREMENTS
* Superior customer service and analytical skills required
* Superior organizational skills
* Superior PC skills, specifically proficient with Microsoft Office Suite
* Superior verbal and written communication skills in the English language