ONSITE Pre-Service Supervisor - Des Moines, IA

Employment Type:

Full time

Shift:

Description:

POSITION PURPOSE

Serves as a highly skilled individual responsible for the supervision of the day-to-day operations of the Pre-Service Center, including scheduling, pre-registration, financial clearance and patient payments. Responsible to monitor daily operations to ensure adherence to documented administrative and departmental policies and procedures, prompt and courteous customer service and priorities to achieve optimal productivity, accountability and efficiency.

As a mission-driven innovative health organization, we will become the national leader in improving the health of our communities and each person we serve. By demonstrating reverence, commitment to those who are poor, justice, stewardship, and integrity, our organization will continue to provide better health, better care, at lower costs.

FUNCTIONAL AREA

• Registration

• Pre-Registration

• Scheduling

• Insurance Verification

• Financial Clearance

• Financial Counseling (Scheduled Services)

ESSENTIAL FUNCTIONS

Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Monitors the scheduling system queues-registration reports and financial clearance activity to ensure that accounts are processed within key performance standards.

Coordinates staffing scheduling, including leave time, to ensure adequate departmental coverage. Adjusts daily schedule as required to perform urgent assignments, peaks in workload that will maximize patient satisfaction and minimize delays.

Supervises staff to ensure professional, courteous service is provided to patients, referring providers and coworkers.

Monitors inbound fax request forms and reviews the daily wait list to ensure timely processing of requests from patients and referring physicians to schedule patient appointments; assists with returning calls whenever necessary.

Manages verification queue to sustain five (5) preservice days for account verification completion with notification of out-of-pocket amounts to the patient.

Ensures adequate controls are maintained over cash collections and that payments are properly handled in accordance with hospital policy and are accurately recorded and promptly forwarded to the Cashiers Office.

Coordinates investigation and appropriate resolution of problems from patient/family or staff complaints in an efficient manner. Resolves patient questions regarding payment requirements/charges referred by scheduling and verification team colleagues.

Reviews and approves colleague time sheets and time off requests.

Assists with orientation of new personnel. Ensures training of new colleagues is completed.

Educates and communicates new policies and procedures to the PreService team and identifies on-going continuing education needs of colleagues.

Supervises staff including coaching, motivating, training, interviewing, hiring, and corrective actions based on performance management principles.

Serves as a recognized liaison and resource to our clinical units, physicians, and their offices and fosters good interdepartmental relations.

Gathers statistics, completes reports and performs other duties as scheduled or requested.

Provides operational guidance and support to assigned team, disseminates policy/procedure updates, supports coverage of other departmental divisions as required.

Serves as a technical advisor and resource to team and leadership.

Achieves pre-determined productivity standards and quality scores through periodic performance reviews. Additional metrics beyond quality and productivity may also be used to determine satisfactory performance and assist in progressing individuals through the position career ladder.

Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

Other duties as assigned.

MINIMUM QUALIFICATIONS

High school diploma, GED or an equivalent combination of education and experience

Minimum of three (3) years' experience in a supervisory or lead role.

Minimum of three (3) years of experience working in a PreService or Call Center for hospital services.

National certification in HFMA CRCR and/or NAHAM CHAA required within one (1) year of hire.

Exhibits supervisory skills that emphasize team-building and strong leadership with the ability to provide clear oversight and coordination of department services'

Knowledge of medical terminology, third party payers, business math, ICD and CPT coding.

Previous Patient Accounting experience preferred.

Knowledge of federal or state government agencies including but not limited to Medicare, Medicaid, VA or Charity Care programs, or patient management and healthcare accounts receivable within the healthcare revenue cycle.

Expert knowledge of patient scheduling services and the overall effect on the revenue cycle.

Demonstrated experience communicating effectively with a customer and simplifying complex information.

Experience working in a role that requires prioritization of multiple critical priorities while ensuring quality and achievements of performance metrics.

Excellent customer service and telephone etiquette.

Excellent oral and written communication skills.

Exhibits supervisory skills that emphasize team-building and strong leadership with the ability to provide clear oversight and coordination of department services'

Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to set, organize, and adapt quickly to changing work priorities. Must be able to work concurrently on a variety of tasks/projects in a fast paced, high energy, diverse environment with varied working styles. Excellent problem-solving skills are essential.

Ability to comprehend and retain information that can be applied to improving work processes and procedures to achieve appropriate service delivery.

Position operates in a remote or an onsite office environment. The work area is well-lit, and temperature controlled.

Job function requires working at a computer. The noise level is low to moderate.

Occupational exposure to blood or other potentially infectious materials may be anticipated from the performance of the employee's duties. Skin, eye, mucous membrane, and/or parenteral contact with blood or potentially infectious material are reasonably anticipated.

Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.

Manual dexterity is needed to operate a keyboard. Hearing is needed for extensive telephone and in person communication.

The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions

Must possess the ability to comply with Trinity Health policies and procedures.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this classification. They are not to be construed as an exhaustive list of duties so assigned.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran