Patient Financial Services Team Lead

Overview

Under general supervision, the Self-Pay Team Lead is responsible for overseeing workflows, policies, and procedures related to obtaining patient payments. This individual will regularly run and interpret reports to monitor team members’ progress in managing outstanding patient balances and third-party collections. This position is responsible for escalating internal issues causing a delay in reimbursement and updating processes and techniques to assist their team in completing daily tasks.

May include any and/or all the following:

• Run weekly reports to ensure all patient letters and statements have been sent while monitoring queues for trends and missed account classification changes
• Monitor third party collections queues and ensure accounts are accurately sent to collections 30 days after receiving final demand letter, as appropriate
• Serve as the third-party collection agency point of contact
• Audit the P1 letters (no insurance information) and patience balance statements for accuracy
• Provide support to team members who need assistance with patient calls and more complex accounts in a timely manner
• Monitor payment plan queues to verify plans are being followed and follow-up with team member to contact patient when payments stop due to credit card expiration or for any other reason.
• Monitor delinquent accounts within the third-party collection queue to ensure appropriate follow up was made before account is turned over to our outside collection agency
• Maintain reasonable coverage of patient phone lines
• Maintain filing system for the good faith estimates for patients in accordance with No Surprise Billing Act guidelines
• Review patient refunds weekly to provide accounts to accounts payable team for patient reimbursement
• Maintain an effective training program and written documentation for all processes
• Interview and recommend new team members to fill open positions
• Train new team members on policies, procedures, workflows, and AVID system operation
• Manage team timecards, approve, and coordinate PTO, schedules, and assignments to meet appropriate staffing levels and workload
• Perform routine audits for team members and provide feedback and additional training where necessary
• Participate in the employee evaluation process
• Perform other duties as assigned

• Ensures and adheres to strict confidentiality when handling patient information, according to the HIPAA Privacy Act and hospital policy and procedure regarding confidentiality.
• Complies with all information security practices.
• Has knowledge of and adheres to all compliance regulations, policies, and procedures.
• Takes annual HIPAA compliance exam.

• High school diploma or equivalent (GED) is required
• Associates Degree preferred
  
  Experience:

• A minimum 3 years of experience in patient collections is required
• A minimum of 2-4 years of verifiable experience leading or supervising is required
• A minimum of 2 years of insurance follow-up experience is required
• Excellent customer service skills are required
• Excellent computer and filing skills are required
• Excellent typing proficiency and 10-key by touch is required
• Proficiency in Microsoft Word and Microsoft Excel

• Verbal and written communication skills
• Ability to respond to questions in a tactful and professional manner
• Ability to manage time wisely and maintain organization
• Ability to interpret accounts and records
• Ability to document workflow
• Understand anesthesia coding
• Interpersonal/human relations skills
• Customer service skills
• Ability to maintain confidentiality and accuracy

• Provide information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person
• Works with coworkers to obtain required information on a timely basis and to solve outstanding issues, as appropriate
• Promotes and contributes positively to the teamwork of the department by assisting coworkers, contributing ideas and problem-solving with co-workers
• Communicate with people outside the organization, representing Life Linc, the public, government, and other external stakeholders
• Attend meetings as needed

• Must be able to read and write English
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence for the needs of the audience
• Ability to effectively present information in one-on-one and…