Team Leader - Customer Service & Financial Clearance

Northern Light Health Home Office | ME

Posted Date 12/02/2019
Description Schedule: Regular Full-time
Shift: Day
Hours: 0800-1630
Job Summary
This position is responsible for leading the Customer Service, Financial Clearance and Collections of patient balances of the EMHS Patient Account Services in a Centralized Business Office environment. This position is responsible for the collections processes in accordance with regulatory and state laws. This position requires a thorough understanding of the requirements of healthcare collection protocols. In addition, this position is held accountable to adhere to the policies, procedures, and applicable laws; including metrics related to productivity and quality. This position leads a team of Customer Service Specialists and Financial Clearance Specialists that research and take corrective action on self-pay accounts to ensure an optimum revenue cycle workflow.

Education and Experience
•Associate's degree required and at least two (2) years of healthcare customer service experience required OR at least four (4) years of working experience in healthcare revenue cycle, two (2) of which must be inhealthcare customer service.

Required Minimum Knowledge, Skills and Abilities
•Detailed knowledge of self-pay collection operations in a healthcare setting; multiple hospitals/physician practices preferred.
•Knowledge of the payer's explanation of benefits document, local assistance programs, and healthcare billing procedures preferred.
•Experience with EMHS patient accounting software is preferred.
•Must possess strong leadership and problem solving skills.
•Excellent professional communication skills; both oral and written.
•Strong understanding of payer processing guidelines as well as state laws and regulations.
•Proficient with Microsoft business applications.
•Customer oriented.
•Demonstrated ability to lead teams, complete time sensitive projects and work both independently and collaboratively.
•Flexible and able to lead change within department.

Essential Functions

•Actively communicate via team huddles and meetings by way of sharing knowledge, requesting information, and recommending process improvements.
•Provide employee performance feedback to the Supervisor.
•Ensure employees are adequately trained in the area of cash reconciliation in accordance with regulatory and contractual obligations.
•Monitor inflow of work each day; assess volumes, communicate issues, and, when necessary, restructure the workflow of the Customer Service Specialists.

•Work closely by way of problem solving with other revenue cycle departments to address patient issues or law changes that directly impact the accounts receivable.
•Research and escalate patient complaints or billing issues within the established policies and procedures of the department.
•Provides excellent customer service via First Call Resolution as frequently as possible.

•Advises the Supervisor of Customer Service & Financial Clearance of any issues which may require attention and makes recommendations to changes needed.
•Takes ownership and reviews processes for process improvements and efficiencies.
•Performs training for Financial Clearance and Customer Service Specialists in accordance with regulatory and contractual obligations.
•Ensure departmental procedures and performance standards are in place and adhered to consistently.
•Meet or exceed the EMHS performance standards as it relates to quality and productivity.

•Research and accurately resolve outstanding patient balances in accordance with all departmental and system policies and procedures.
•Investigates and converts accounts to any potential payer (i.e. COBRA, Marketplace, screen eligibility with governmental payers)
•Assist in the development of team goals and objectives that adhere to the department and EMHS's financial performance objectives.
•Provide key and relevant information to the Supervisor for the fiscal month summary of changes in the accounts receivable.
•Assist with performance indicators to identify trends and recommend solutions.
•Thorough understanding the department's Key Performance Indicators.

•Attend internal education sessions to enhance or gain new skills.
•Maintain the knowledge of regulatory policies and laws; attend local, regional, or national conferences/seminars to remain current.
•Certified Revenue Cycle Specialist certificate within two years of employment.

•Demonstrate departmental desire to provide community benefits by way of charitable events or contribution outside the four walls of the department.

Organizational Values
Passion: We demonstrate a passion for caring for others and the pursuit of service excellence in all that we do.
Integrity: We commit to the highest standards of behavior and doing the correct thing for the right reasons.
Partnership: Working together in collaboration and teamwork is more powerful than working alone.
Accountability: We take a responsible and disciplined approach to achieving our priorities and responding to an ever changing environment.
Innovation: We are capable of extraordinary creativity and are willing to explore new ideas to achieve our healthcare mission.
Respect: We respect the dignity, worth and rights of others.

Physical Demands
•Sedentary: Exerting up to 10 lbs. occasionally, sitting most of the time, and only brief periods of standing and walking.

Equal Opportunity Employment
Customer Service | Healthcare

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