Supervisor-CBO Cash Applications-Patient Financial Services

Staff Position Description

Position Title: CBO Cash Applications/Customer Service Supervisor Position Code: SupCBOCash-8115

Department: Patient Financial Services Safety Sensitive: Yes

Reports to: CBO Cash Applications/Customer Service Manager Exempt Status: Yes

Position Purpose:

All KHI employees are expected to perform their respective tasks and duties in such a way that supports KHI's vision to be among the kindest, highest quality health systems in the country.

The Supervisor assists in overseeing all functions related to Cash Applications and Customer Service for the Hospital and Physician Services.

Key Responsibilities [List of material responsibilities and essentials duties which must be completed in achieving the objectives of the position]

• Regularly directs the work of two or more full time employees.
• Counsels staff and handles employee complaints and grievances.
• Participates in the following processes: Interviewing and the selection of new personnel, promotional recommendations, employee evaluations and reviews, and corrective action of employees.
• Cash posting, Reimbursement Analysis, Adjustments, Auditing, Customer service interactions, Statement processing, Financial Counseling, Charity approval, Training of staff, and Resolution or completion of all payers' accounts.
• Monitors communications with patients regarding resolution of patient balances while safeguarding the public image of the hospital.
• Performs Quality Control in all areas of cash applications and customer service to help protect the organization's financial interest.
• Plans, organizes, coordinates, and assists with the controls of the systems by which patients billing and cash applications information is developed, processed and maintained; ensures that the design of these systems provides for timely, courteous and accurate behavior of staff providing these services at all times; monitors and evaluates the quality of the Cash Applications and Customer Service teams and takes appropriate action based on the findings.
• Develops and revises job descriptions for all department positions; interviews, selects and hires new or replacement staff to fill approved positions; deals effectively, courteously and professionally with reporting staff, peers and superiors, as well as with patients and visitors; effectively utilizes positive reinforcement to motivate staff and instill confidence; effectively utilizes employee improvement and corrective action methods when necessary; schedules work hours and assignments for employees to meet the needs of the Department's customers; administers hospital and department policies and procedures
• Provides opportunities for self and staff development through orientation, in-services, education, and needed training; maintains professional qualifications and remains abreast of current developments and trends in billing and reimbursement processes including billing; holds regular staff meetings to provide communication, direction, and education.
• Provides/coordinates community and education programs as needed; responds to physician requests, monitors the effectiveness of the support staff's services, and maintains a rapport with the Medical Staff members and their office personnel.
• Assesses current volumes, and projects/plans for future service needs; establishes operational goals and objectives; evaluates achievements at least annually.
• Develops and implements policies and procedures for the department; prepares policies and procedures for approval; evaluates the support staff's performance according to current industry principles in order to maintain and improve the level of care and results of the patient.

Qualifications [Statements regarding minimum educational and experience qualifications, required proficiencies with specialized knowledge, computer proficiencies, military service, required certifications, etc.]

Education: High School Diploma or Equivalent

Experience: Lead or supervisory experience in customer service, posting or collections and one (1) year supervisory experience

Skills and Knowledge: Manages staff through positive reinforcement that motivates and instills confidence; typing and computer experience; verbal and numerical intelligence; ability to interact with the public; ability to motivate people and utilize resources in an organized manner; understanding of AHCCCS & Medicare and Commercial reimbursement, and State and Federal rules pertaining to healthcare collection practices.

Preferences [Preferred attributes for the position which are not absolutely required in the minimum qualifications (i.e., multi-lingual, master's degree)]

One (1) year supervisory experience, preferably in a clinic or hospital business setting with applicable experience.

Special Position Requirements [Optional section: any travel, security, risk, hazard or related special conditions which apply to the position]

Blood Borne Disease Exposure Category: Category III

Work Requirements [Optional section: work requirements for physical or other important issues which relate to the job]

Ability to sit for six to seven hours daily at a computer terminal; occasionally lifts and carries up to 15 pounds of files to storage area; must be able to deal calmly and effectively with frustrated and/or angry clients.

Date Staff Position Description Created / Revised: 4/2015; 06/2015; 05/2019; 10/17/2024