Customer Service Supervisor (FT - 1.0 FTE, Day Shift)

Customer Service Supervisor

The Customer Service Supervisor is responsible for assisting with planning, directing, organizing, monitoring, and staffing departmental services subject to policies, budgets, objectives and directives mandated by regulatory agencies, DNV and the executive team. Oversees and coordinates the customer service function for Bozeman Health and all related entities, to include self-pay follow-up, collection activities, financial assistance eligibility, validating coverage, in-bound and out-bound collection calls, triage of customer billing concerns, and in-person cash collections. Collaborate and coordinate with other Revenue Cycle functions or departments to resolve customer billing concerns. Assist with the development and implementation of standardized workflows, i.e. customers service tips sheets, playbooks to ensures staff provide best in class customer service. Monitor the self-pay level work queues to assist with identifying systemic issues that may require process improvement to strengthen the health of the Revenue Cycle as well escalating identified concerns to the Customer Service manager.

Minimum Qualifications:

Required:

• Associate's degree in Business or Accounting; an equivalent combination of education and experience will be considered.
• Three (3) years of experience in customer service with specific healthcare billing, financial assistance programs, patient access, or collections
• Three (3) years of supervisory experience

Preferred:

• Epic experience
• Bachelor's degree in business or related field
• Regulatory knowledge required for PPS and CAH Hospital, Provider-Based, Free-Standing Clinic, and Swing Bed Billing
• Knowledge of applicable collection laws and regulations, i.e. Fair Debt Collection Practices Act, and Financial Assistance Policy (501r regulations)

Essential Job Functions:

In addition to the essential functions of the job listed below, employees must have on-time completion of all required education as assigned per DNV requirements, Bozeman Health policy, and other registry requirements.

• Assists department leadership with broad operations to ensure the provision of comprehensive departmental services in compliance with all regulatory agencies, collection laws and regulations (Fair Debt Collection Practices Act) and hospital requirements
• Supports and ensures compliance with all applicable collection laws and regulations, i.e. Fair Debt Collection Practices Act, and Financial Assistance Policy (501r regulations)
• Ensures a collaborative departmental approach to long-range strategic operational planning, care and service design and development of organizational policies, which reflect the mission of the organization
• Identifies gaps in becoming a best in class customer service team and refines communication in collaboration with the Customer Service manager to provide clear, concise and straightforward information including website patient facing information
• Supports the implementation and consistent application of BH's Financial Assistance (Charity Care) policy to include annual updates to the Amounts Generally Billed, patient notification, application process, eligibility criteria, community notification, and related forms
• Ensures processing of financial assistance applications in a timely fashion and notifying customers of the determination
• Assists management in periodic audits from external sources, related to financial assistance and collection efforts
• Assisting management in rolling out scripting for staff and workflows to ensure best in class customer service to customers
• Monitors customer service key performance indicators, i.e. collection rates, self-pay AR, MyChart collections and autopayment enrollment
• Analyze customer service and collection reports/dashboard to identify opportunities for improve and develop performance improvement plan
• Ensures customer issues not resolved are escalated to the system manager in a timely fashion
• Demonstrates responsible management of all departmental resources
• Demonstrates clinical/technical and managerial competency. Ensures staff professional needs are met
• Demonstrates ability to handle escalated customer concerns and resolves concerns in a timely, compassionate fashion.
• Identifies trends in customer complaints and develops plan to prevent and mitigate
• Leads, teaches, inspires, helps and consistently demonstrates hospital behavioral standards
• Acts as a back-up to Customer Service Manager in representing Bozeman Health on any legal collection cases that end up being reviewed by the courts

Knowledge, Skills, and Abilities:

• Demonstrates sound judgment, patience, and maintains a professional demeanor at all times
• Exercises tact, discretion, sensitivity, and maintains confidentiality
• Performs essential job functions successfully in a busy and stressful environment
• Learns current and new computer applications and office equipment utilized at Bozeman Health
• Strong interpersonal, verbal, and written communication skills
• Analyzes, organizes, and prioritizes work while meeting multiple deadlines
• Works varied shifts as scheduled and/or needed

Schedule Requirements:

• This role requires regular and sustained attendance.
• The position may necessitate working beyond a standard 40-hour workweek, including weekends and after-hours shifts.
• On-call work may be required to respond promptly to organizational, patient, or employee needs.

Physical Requirements:

• Lifting (Rarely – 30 pounds): Exerting force occasionally and/or using a negligible amount of force to lift, carry, push, pull, or otherwise move objects or people.
• Sit (Continuously): Maintaining a sitting posture for extended periods may include adjusting body position to prevent discomfort or strain.
• Stand (Occasionally): Maintaining a standing posture for extended periods may include adjusting body position to prevent discomfort or strain.
• Walk (Occasionally): Walking and moving around within the work area requires good balance and coordination.
• Climb (Rarely): Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like using feet and legs; may also use hands and arms.
• Twist/Bend/Stoop/Kneel (Occasionally): Twisting, bending, stooping, and kneeling require flexibility and a wide range of motion in the spine and joints.
• Reach Above Shoulder Level (Occasionally): Lifting, carrying, pushing, or pulling objects as necessary above the shoulder, requiring strength and stability.
• Push/Pull (Occasionally): Using the upper extremities to press or exert force against something with steady force to thrust forward, downward, or outward.
• Fine-Finger Movements (Continuously): Picking, pinching, typing, or otherwise working primarily with fingers rather than using the whole hand as in handling.
• Vision (Continuously): Close visual acuity to prepare and analyze data and figures and to read computer screens, printed materials, and handwritten materials.
• Cognitive Skills (Continuously): Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
• Exposures (Rarely): Bloodborne pathogens, such as blood, bodily fluids, or tissues. Radiation in settings where medical imaging procedures are performed. Various chemicals and medications are used in healthcare settings. Job tasks may involve handling cleaning products, disinfectants, and other substances. Infectious diseases due to contact with patients in areas that may have contagious illnesses.

*Frequency Key: Continuously (100% - 67% of the time), Repeatedly (66% - 33% of the time), Occasionally (32% - 4% of the time), Rarely (3% - 1% of the time), Never (0%).