Job Summary

The Patient Contact Center Supervisor is responsible for overseeing the daily operations of the Patient Contact Center team, providing hands-on guidance, coaching, and training to staff. This role monitors performance through call audits and data analysis to ensure service standards are consistently met. The Patient Contact Supervisor also supports the development and implementation of standardized workflows, with a strong focus on delivering accurate information, maintaining exceptional customer service, and promoting financial stewardship.

Minimum Job Qualifications

• Licensure or other certifications:  Certified Professional Biller (CPB) or (must obtain within 1 year of hire).

• Educational Requirements: High School Diploma or GED.

• Minimum Experience: Three to five years of revenue cycle experience required.

• Other:

Preferred Job Qualifications

• Preferred Licensure or other certifications:

• Preferred Educational Requirements: Three years of supervisory experience preferred. Two years of college or Business School preferred.

• Preferred Experience:

• Other:

Job Specific and Unique Knowledge, Skills and Abilities

• Working knowledge of the Revenue Cycle processes and goals

• Personal computer proficiency to include all Microsoft Office programs and Revenue Cycle systems necessary to perform job duties, including proper documentation

• Excellent problem-solving skills with attention to details

• Knowledge and understanding of electronic medical billing systems, including knowledge of commercial and governmental payors.                             

• Excellent verbal and written communication skills

• Demonstrate understanding of patient account principles, including the utilization of contractual, non-billable, and non-covered adjustments.                             

• Maintains thorough understanding of EHR system and patient collection procedures

• Working knowledge of automated dialer systems

• Ability to prioritize, organize, and coordinate daily work load

• Ability to serve as a resource for all Revenue Cycle personnel from pre-services through collections
   

Essential Tasks and Responsibilities

• Be in good standing with all Facility policies including those related to attendance, positive attitude and staff development. Follow all department guidelines, policies and procedures.

• Assist with planning and coordinating all Weekly/Monthly/Quarterly/Annual SPRC and Team Meetings. 

• Work with Patient Contact Center Manager to ensure monthly key contact center performance goals for quality, productivity and key performance indicators are met.

• Responsible for ensuring that customers' questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation to PCC Manager, SPRC Director and to other departments outside SPRC. Review and resolve complaints logged on SPRC complaint tool received by PCC staff and referred to PCC using NGHS complaint tool.                            

• Build and establish open lines of communication with staff, peers, managers and other areas of NGHS to facilitate problem solving.

• Supervising call center tools and resources: auto dialer maintenance, campaign review and revisions, collecting and tracking call center
  statistics (accuracy, call wait times, abandonment rate) to ensure top performance.

• Responsible for being a  liaison with vendors for invoice processing, reconciliation reports, account transfers, system request and facilitation of onsite/offsite visits.              

• Oversee and support all operators/agents through supervision, coaching, call monitoring, training, and performance reviews, including disciplinary actions when necessary. Provide real-time assistance as needed. Manage after-call work assignments, including work queues, special projects, and patient-requested follow-ups.                            

• Assist with the development of standard work, policies and procedures and implement process improvements that ensure efficient work flow processes.

• Responsible for interviewing and hiring prospective staff. Responsible for onboarding, training and support of new team members.

• Plan and manage a range of non-phone activities for staff. Workshops, cross-training, and knowledge reinforcement sessions.

Physical Demands

• Weight Lifted: Up to 20 lbs, Occasionally 0-30% of time

• Weight Carried: Up to 20 lbs, Occasionally 0-30% of time

• Vision: Moderate, Frequently 31-65% of time

• Kneeling/Stooping/Bending: Occasionally 0-30%

• Standing/Walking: Frequently 31-65%

• Pushing/Pulling: Occasionally 0-30%

• Intensity of Work: Frequently 31-65%

• Job Requires: Reading, Writing, Reasoning, Talking, Keyboarding