Supervisor-CBO Cash Applications-Patient Financial Services

· Regularly directs the work of two or more full time employees. 

· Counsels staff and handles employee complaints and grievances. 

· Participates in the following processes: Interviewing and the selection of new personnel, promotional recommendations, employee evaluations and reviews, and corrective action of employees. 

· Cash posting, Reimbursement Analysis, Adjustments, Auditing, Customer service interactions, Statement processing, Financial Counseling, Charity approval, Training of staff, and Resolution or completion of all payers’ accounts.

· Monitors communications with patients regarding resolution of patient balances while safeguarding the public image of the hospital.

· Performs Quality Control in all areas of cash applications and customer service to help protect the organization’s financial interest.

· Plans, organizes, coordinates, and assists with the controls of the systems by which patients billing and cash applications information is developed, processed and maintained; ensures that the design of these systems provides for timely, courteous and accurate behavior of staff providing these services at all times; monitors and evaluates the quality of the Cash Applications and Customer Service teams and takes appropriate action based on the findings.

· Develops and revises job descriptions for all department positions; interviews, selects and hires new or replacement staff to fill approved positions; deals effectively, courteously and professionally with reporting staff, peers and superiors, as well as with patients and visitors; effectively utilizes positive reinforcement to motivate staff and instill confidence; effectively utilizes employee improvement and corrective action methods when necessary; schedules work hours and assignments for employees to meet the needs of the Department’s customers; administers hospital and department policies and procedures

· Provides opportunities for self and staff development through orientation, in-services, education, and needed training; maintains professional qualifications and remains abreast of current developments and trends in billing and reimbursement processes including billing; holds regular staff meetings to provide communication, direction, and education.

· Provides/coordinates community and education programs as needed; responds to physician requests, monitors the effectiveness of the support staff’s services, and maintains a rapport with the Medical Staff members and their office personnel.

· Assesses current volumes, and projects/plans for future service needs; establishes operational goals and objectives; evaluates achievements at least annually.

· Develops and implements policies and procedures for the department; prepares policies and procedures for approval; evaluates the support staff’s performance according to current industry principles in order to maintain and improve the level of care and results of the patient.

Education: High School Diploma or Equivalent

Experience: Lead or supervisory experience in customer service, posting or collections and one (1) year supervisory experience

Skills and Knowledge: Manages staff through positive reinforcement that motivates and instills confidence; typing and computer experience; verbal and numerical intelligence; ability to interact with the public; ability to motivate people and utilize resources in an organized manner; understanding of AHCCCS & Medicare and Commercial reimbursement, and State and Federal rules pertaining to healthcare collection practices.