Position Summary:
Independently make determinations to develop, communicate and coach direct reports to work through the analysis, investigation and resolution of patient financial obligations related to charges for services received throughout the Hartford Healthcare System. This individual will be responsible from a holistic perspective a cross-departmental approach within and outside of Revenue Cycle. This individual must possess the critical thinking skills required when determining appropriate course of action. The supervisor is the escalation point for for the verbal and written interaction with patients and colleagues in addition to governmental agency representatives, Department of Consumer Protection, Office of HealthCare Advocate, Attorney General's Office, Insurance Commissioner, etc. requiring the ability to de-escalate patients, show empathy and compassion, speak professionally, in a manner best suited to the recipient. Ultimately this position carries decision making skills, strong emotional intelligence and financial acumen.
Position Responsibilities:
Key Areas of Responsibility
1. Supervises general HR related issues for the assigned department. This includes completing staff performance, HR policies and procedures, approving PTO, annual performance reviews, etc. Encourages and supports employee growth and development; maintains effective process for orienting new employees; recommends staff for promotional opportunities when appropriate; serves as a resource for staff; identifies and recommends deserving staff for recognition; addresses remedial situations with action plans and measurable outcomes; encourages and facilitates setting and attaining personal goals. Motivates direct reports by providing clear and specific goals, providing timely feedback and setting priorities. Holds regular meetings with all direct reports.
2. Ensures that work is completed timely and accurately. Maintains staffing levels that enhance productivity and quality; assesses workload, workflow, and staff schedules for effectiveness and efficiency; provides feedback to staff, team and vendors on a regular basis. Incorporates the H3W business model of Hartford Healthcare to improve workflows, eliminate waste and provide a patient-centric experience.
3. Works closely with other departments that are inter-related to the self-pay billing cycle (i.e., revenue cycle managers, HHCMG regional directors, HHCMG practice managers and hospital leaders) to integrate activities of the unit with other units as necessary to ensure effective coordination of the revenue cycle workflows.
4. Maintains a high level of understanding of the entire revenue cycle, including Key Performance Indicators (KPIs); maintains a thorough knowledge of the components for which the supervisor is specifically responsible; maintains a thorough knowledge of staff processes. Responsible for assisting in the design and implementation of policies and procedures. Responsible for setting a standard of excellence that includes a focus on continuous improvement of processes and delivering the highest degree of quality service possible.
5. Maintains knowledge of local and federal regulations to ensure compliance.
Working Relationships:
This Job Reports To (Job Title): Manager, Customer Service and Self-Pay
Number-Direct Reports: 4/8

Qualifications:

Requirements and Specifications:
Education
• Bachelor's Degree or equivalent experience in Healthcare Revenue Cycle
Experience
• Minimum: 4 years experience working in Healthcare environment that includes - insurance/coding/billing/posting responsibility preferred.
• Preferred:
o 5+ years in a supervisory/management role within revenue cycle or customer service
o 5+ years of previous experience in a facility or professional healthcare revenue cycle setting.
o 5+ years of medical billing and/or accounts receivables experience in a large facility or professional healthcare revenue cycle setting.
o Minimum of 1 year of experience in a multi-entity system with EPIC.
Knowledge, Skills and Ability Requirements
• Ability to perform Quality Assurance and Process improvement for each unit's workflow.
• Ability to create structure and organize teams to work independently.
• Ability to create change using Change Management skills.
• Excellent analytical and problem solving skills.
• Excellent communication skills both written and verbal, and inter-personal skills.
• Strong leadership skills and an ability to motivate direct reports.
• Ability to work comfortably with physicians, practice personnel as needed.
• Ability to work with a variety of stakeholders at multiple organizational levels.
• Experience managing external vendors preferred.