Enterprise Supervisor Financial Counseling

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Supervises and coordinates activities and employees related to all financial counseling functions including: Estimates, charity care review, establish payment plan, payment collections, and overall financial resolution of patients within West Virginia University Medicine Hospitals, Physician Office Center and Chestnut Ridge Hospital to ensure the financial viability of the clinical and business enterprise. The Supervisor will ensure that all administrative and departmental policies and procedures are adhered to by the staff. Provides adequate staffing in all areas of the department. Demonstrate the ability to assertively pursue necessary information and to function independently to secure resolution on staff and patient issues. Projects a mature problem-solving attitude while dealing with interpersonal conflict, dissatisfied patients and time demands. Maintains knowledge of revenue cycle operations, third party reimbursement, local/state/federal regulations and medical terminology. Knowledge will include at minimum, all aspect of payer relations, claims adjudication contractual claims processing and general reimbursement procedures. Uses excellent customer service, telephone etiquette, written and oral communication skills. Provides coaching and counseling to staff based upon performance management principals. Provides professional, courteous service to patients, customers and families.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. High school diploma or equivalent.

2. HFMA Certified Revenue Cycle Representative (CRCR) or similar revenue cycle certification within one (1) year of hire.

EXPERIENCE:

1. Three (3) years’ revenue cycle experience within a healthcare setting.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Associates Degree, BA or BS

EXPERIENCE:

1. Two years supervisory experience in a healthcare setting.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be constructed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Supervises and coordinates activities related to financial counseling and financial resolution, including payment collection, charity review, payment plans, etc. Maintaining current knowledge of third party payers and managed care requirements

2. Coordinates and supervises estimate processing and charity application review to ensure correct adjustments.

3. Provides daily supervision to staff to ensure prompt and courteous service to patients, visitors, physicians, and co-workers.

4. Monitors daily operations to help ensure adherence to documented administrative and departmental policies and procedures as well as assist in development and upkeep of departmental policies and procedures

5. Interviews and screens potential employees using Targeted Selection and makes recommendations department Manager or Director to aid in filling vacant positions

6. Ensures that training of new employees is completed as well as identifies on-going continuing education needs of existing employees

7. Handles patient/family or staff complaints, investigates complaint and makes recommendation on appropriate resolution

8. Monitors performance of staff on a daily basis to ensure efficient high quality service

9. Completes 45 and 90 day performance evaluations for new employees as well as annual evaluations

10. Participates with Manger in evaluation of employees who fall below expectations

11. Able to institute first step (verbal counseling) of WVU Medicine Corrective Action Policy

12. Coordinates enterprise staffing schedule including leave time to ensure adequate departmental coverage and maintains functional knowledge of operational areas and is able to step into staff as needed

13. Keeps staff informed of process, policy and other changes through presentation at regular staff meetings, face to face communications and e-mail correspondence

14. Assist staff in the coordination of financial services prior to visit with other departments or customers as appropriate

15. Communicates problem hindering workflow to Manager or Director in a timely manner

16. Organizes and executes daily task in appropriate priority to achieve optimal productivity, accountability and efficiency

17. Assist with annual budget process

18. Conducts audits on completed financial assistance applications and estimates to ensure accuracy

19. Maintains positive working relationships with internal departments and peers across the health system such as Patient Financial Services, Coding, HIM, Accounting, Patient Access, etc.

20. Remains current and responsive to changes in healthcare delivery, standards established by professional organizations, regulatory and accrediting bodies, and the needs of the organizations.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping and feeling are necessary body movements utilized in performing duties throughout the work shift

2. Must be able to sit for extended periods of time

3. Must have reading and comprehension ability and must be able to read and write legible in English

4. Visual acuity must be within normal range

5. Must be able to communicate effectively

6. Must be able to exert in excess of 50 pounds of force occasionally to move patients or objects

7. Must have manual dexterity to operate keyboards, fax machines, telephones and other business equipment

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Office type environment

2. Patient care environment

SKILLS & ABILILTIES:

1. Excellent oral and written communication skills

2. Working knowledge of computers

3. Basic knowledge of medical terminology, third party payers, knowledge of business math, time of service collection, process ICD-9 and CPT coding preferred

4. Must demonstrate the ability to use tact and diplomacy in dealing with others

5. Excellent Customer service and telephone etiquette

Additional Job Description:

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

535 SYSTEM Centralized Clearance Center