Supervisor, Patient Financial Representative

At Signature Health, our purpose is to provide integrated healthcare for our community specializing in patients with mental illness and/or addiction because we want people to realize their highest potential. If you align with our core values, putting people first, striving for excellence in the work you do each day and have a can do mindset, then Signature Health is the best place for the next step in your rewarding career. As a full-time employee, you will have access to the following employer/employee paid benefits:

• Medical, Dental, Vision, 401k match, HealthJoy - a no cost medical and mental health online resource available Day 1, and much more
• Robust earned paid time off program (PTO)
• Federal Loan Forgiveness Program (available on eligible roles)
• Professional Development Support

SCOPE OF ROLE

Reporting to the Manager, Patient Financial Services, the Supervisor, Patient Financial Representative (PFR), will be responsible for the hiring, training, auditing, supervising, and supporting the PFR team members. The Supervisor, PFR, will ensure execution of a welcoming, professional, and efficient experience for clients and patients by providing support to the PFR team members. The Supervisor, PFR will be responsible for providing supervision of the Patient Financial Representatives on a day-to-day basis and ensure each PFR team member has the resources they need to maximize workflow while monitoring adherence to quality and performance standards. The Supervisor, PFR will act as a subject matter expert and monitor the productivity of the PFR team members, executing necessary actions to enhance or improve results. 

HOW YOU’LL SUCCEED

• Effectively manage and oversee the daily objectives of the Patient Financial Representatives (PFR).
• Be actively engaged when overseeing your team member’s individual performance that should include ongoing coaching, development, and meeting objectives through the annual review process.
• Lead by example by providing ongoing communication, teaching, and training to PFR team members.
• Conduct routine employee audits monthly for productivity and performance, tracking results, and coordinating training as appropriate.
• Work directly with providers and PFRs to provide advice on financial assistance and direction on options for patient situations.
• Educate and provide PFR team members with information regarding insurance, benefit, and financial policies and procedures impacting care delivery.
• Serve as a point of escalation for patient situations requiring a higher degree of expertise or discretion to resolve issues.
• Demonstrate a high level of problem-solving expertise and assist with denied claims; offer additional options for assistance in resolving the account.
• Support the Manager, Patient Financial Services in facilitation of meetings and trainings.
• Assist the Manager, Patient Financial Services with program development, workflow efficiency, training developments, etc. for the Financial Rep team members. 
• Enroll and educate patients in financial assistance programs such as grants, sliding scale and self-pay options. This includes new patients and current patients with or without balances.
• Other duties as assigned.

KNOWLEDGE & EXPERIENCE

• High School Diploma or equivalent required.
• 3-4 years’ patient customer service experience required.
• 1 year of experience in a team lead or similar role in a related field required.
• 2 years’ experience working with an EHR system required.
• 3-4 years of experience working with payer sources, such as Medicare, Medicaid and Commercial insurances required.
• Proficient computer skills with a working knowledge of Microsoft Suites are required, such as Excel, Word, Teams, Outlook.

WORKING CONDITIONS

• Work is normally performed in a typical interior/office/clinical work environment.
• While hours of operation are generally standard, flexibility to work evenings and extended hours may be required.
• Requires periods of sitting, standing, telephone, and computer work.  
• Hearing: adequate to hear clients or patients in person, over the telephone or through telehealth technology.
• Speaking: adequate to speak to clients or patients in person, over the telephone or through telehealth technology.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• Physical effort required: occasional lifting and carrying items weighing up to 15 pounds, unassisted.
• Possible exposure to blood borne pathogens while performing job duties.
• Frequent bending, reaching, and repetitive hand movements, standing, walking, squatting and sitting, with some lifting, pushing and pulling exerted regularly throughout a regular workday.
• Sufficient dexterity to operate a PC and other office equipment.

This Success Profile is not an exhaustive list of all functions or requirements that you may be required to perform; you may be required to perform other job-related assignments as requested by your supervisor or the company. You must be able to perform the essential functions of the position satisfactorily; however, if requested, reasonable accommodations may be made to enable you to perform the essential functions of this job, absent undue hardship. Signature Health may revise this Success Profile at any time, with or without advanced notice. 

All employees of Signature Health are required to comply with the Signature Health Annual Influenza Vaccination Policy. This policy requires employees to obtain an annual flu vaccination. A medical and/or religious exemption may be submitted for review by the Signature Health Review Committee. Exemption requests are not guaranteed to be approved. Signature Health is a drug-free workplace. After receiving a conditional job offer, all applicants must successfully pass a pre-employment drug screen.