Patient Financial Services Team Lead

GENERAL SUMMARY:

Acts as a resource for planning, organizing, coordinating and implementing the activities and functions of the department, to include patient balance resolution, patient refunds, bad debt, and activities related to financial assistance. Ensures positive interaction of staff with internal and external customers. Ensures quality and accuracy of data obtained and entered into the system. Serves as a liaison between functional areas and internal/external customers.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Provides input and works in collaboration with the manager to implement efficiencies, economies and best practices.

3. *Coordinates intra- and inter-departmental needs.

4. Acts as escalation point for Patient Financial Services (PFS) staff and insurance companies; researches issues and coordinates resolution with appropriate manager/department.

5. Acts as an escalation point for Professional Billing (PB) for Bryan Medical Center.

6. Performs quality assurance on customer service associate calls monthly.

7. *Assists with training and revision of procedures and policies.

8. *Prioritizes workflows, working reports, auditing data for accuracy; creates and updates statistical data to track volumes and productivity of functional work area.

9. *Maintains cooperative rapport with other medical center staff, departments, patients and external customers and vendors.

10. *Utilizes problem solving skills to address issues and work problems; notifies management when further assistance/support needed.

11. Assists with data retrieval for the annual audit as requested.

12. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

13. Participates in meetings, committees and department projects as assigned.

14. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of the principles, practices and application of personnel management.

2. Knowledge of applicable federal and state laws as they relate to assigned functional area.

3. Knowledge of computer hardware equipment and software applications relevant to work functions.

4. Knowledge of medical terminology.

5. Knowledge of hospital and patient billing, including UB/1500 insurance form billing requirements.

6. Skill in problem solving and conflict resolution.

7. Ability to communicate effectively both verbally and in writing.

8. Ability to monitor employee's workflow and adjust accordingly.

9. Ability to make difficult decisions in the best interest of the Medical Center and remain calm in adverse situations.

10. Ability to develop written policies.

11. Ability to lead multi-disciplinary teams and work as a team member.

12. Ability to prioritize work demands and work with minimal supervision.

13. Ability to establish and maintain effective working relationships with all levels of personnel, medical staff, volunteer and ancillary departments.

14. Ability to maintain confidentiality relevant to sensitive information.

15. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

Associates degree or post-secondary course work in management, business administration or related area of work preferred. High School diploma and a minimum of three (3) years work experience in patient accounts or customer service, with two (2) years in a health care setting required.

OTHER CREDENTIALS / CERTIFICATIONS:

None

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) - Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time but may involve walking or standing for brief periods.