Dialer - Administrative Supervisor

The functions described in this position will be responsible to ensure that healthcare accounts assigned from the client are billed and paid both accurately and timely. These functions are performed in accordance with applicable laws and regulations and Getix Health’s, policies and procedures.

KEY WORKING RELATIONSHIPS: Successful accomplishments and primary accountabilities of this position will depend upon establishing and maintaining effective working relationships with a variety of people both inside and outside of the functional area. Such people may include, but are not limited to: interdepartmental leadership, education and development, the patient, client hospital staff, government, insurance company representatives, vendors, compliance, finance, decision support and contact management as well as Getix Health’s officers, senior management and staff.

ESSENTIAL POSITION EDUCATION, EXPERIENCE, COMPETENCIES AND REQUIREMENTS:

Manage team performance, production and quality to ensure service level agreements and performance standards and metrics are met or exceeded.

• Coordinate and direct daily operations ensuring:
• Adequate staffing levels to meet performance targets;
• An appropriately skilled workforce is in place; and
• Issues are escalated appropriately
• Partner with clients to ensure highest quality service and ensure successful resolution of client concerns.
• Manage and assist staff on Systems and Telephony requirements
• Identify, resolve and escalate major issues and service failures that impede success.
• Recommend, develop and implement guidelines, policies, procedures and processes to ensure timely, accurate and compliant regulatory AR and insurance follow up.
• Review guidelines, policies, procedures and processes. Implement changes effectively and timely.
• Monitor and ensure adherence to established guidelines, policies, procedures and processes.
• Build and maintain a high-performance team by reviewing, coaching and mentoring staff with an emphasis on responsibility and accountability.
• Partner with Education and Development to ensure a skilled and knowledgeable workforce.
• Analyze and provide accurate information for the department’s Monthly Operations Report.
• Maintain confidentiality of all patient demographic, medical, and financial information. Maintain confidentiality of all GetixHealth’s and client information. Ensure proper handling and disposal of confidential documents and adherence to all HIPAA rules and regulations.
• Ensure GetixHealth meets all compliance, contracted and audit requirements for AR self-pay follow up.
• Recruit, select, orient and manage appropriate staff to ensure operational objectives are met
• Recommend staffing levels are adequate to meet business outcomes and goals.
• Ensure positions are filled with the right talent, on time.
• Meet established budgeting and staffing parameters
• Strong time management skills and the capability to execute multiple tasks and priorities in a dynamic environment
• Excellent oral and written communication skills

Experience:

Five to seven years industry experience in medical revenue cycle management or call center environment is required. Two to three years’ experience in a management or supervisory position is preferred..

Must have 2-5 years’ experience developing and supporting contact center routing, IVR applications and reporting

Knowledge, Skills, and Abilities:

• Demonstrated strong knowledge of relevant Federal, State and local laws and regulations and requirements.
• A demonstrated commitment to compliance, including a track record in ensuring team compliance.
• Knowledge and experience in using a Dialer System, operations and concepts
• Understand database-design principles, data structures, and optimizations
• Perform list management: Loading, mapping, reporting
• Create and update outbound campaigns including pacing, trending, penetration, non-connects, troubleshooting.
• Configuration of new campaigns: creation, user profiles, worksheets, etc
• Provide guidance on compliance awareness such as DNC, States Regulations, TCPA (Cells Phones), GDPR, Federal Laws, California Privacy Act, etc.
• Support various contact types; Independent Business (Result of OB call), OB, Auto Dial, SMS
• Demonstrated understanding of the factors impacting AR management as well as proven ability to initiate business improvements in these areas.
• A track record in taking decisive action to implement new processes, solutions or changes.
• Proven leadership ability to build, coach and maintain high performance teams.
• A track record in coaching and developing staff for technical and process driven functions.
• Demonstrated excellent verbal, written and interpersonal communication skills.
• Proven skills in organizing and planning with demonstrated ability to effectively manage time and achieve results in a fast-paced environment.
• Demonstrated ability to manage multiple projects to successful completion.
• Demonstrated knowledge of HIPAA rules and regulations, as well as HIPAA transactions.
• Proven good attention to detail with a focus on quality.
• Proven ability to work collaboratively in a team environment.
• Demonstrated ability to perform in alignment with company mission and values.
• Proven PC proficiency in MS Windows and Office applications.

COMPETENCIES: Problem Solving, Interpersonal Skills, Oral Communication, Written Communication, Teamwork, Delegation, Leadership, Cost Consciousness, Diversity, Dependability, Customer Service , Ethics, Judgment, Organizational Support, Judgment, Motivation, Safety and Security, Attendance/Punctuality, Planning/Organizing, Professionalism.

PHYSICAL AND MENTAL DEMANDS: The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL: While performing the duties, an employee is regularly required to stand, walk and sit; talk or hear both in person and by telephone. Use hands and finger motion to handle or feel objects such as keyboard, files, telephone or controls; reach with hands and arms. An employee also is regularly required to stoop, kneel, bend, or crouch and lift up to 25 pounds.

Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus.

MENTAL DEMANDS: While performing the duties , the employee is regularly required to use written and oral communication skills; read and interpret information; analyze and solve problems; observe and interpret people and situations; use basic math; learn and apply new information or skills; work under intensive deadlines and interact with management, administrators, and staff.

Disclosure: The provisions of this bulletin do not constitute an expressed or implied contract. Any provision contained in this bulletin may be modified or revoked without notice.

SALARY RANGE: Depends on experience

HOURLY/SALARY: Salary position

SHIFT: 5:00 AM – 6:00 PM Flex Hours Monday through Friday – Dependent on project needs

GetixHealth is an equal opportunity employer.