Financial Counseling Supervisor

Description

GENERAL SUMMARY OF DUTIES: Responsible for training, coaching and development of team members. Monitor all duties surrounding financially securing patient accounts to include benefit verification for all company visits requiring prior authorizations, pre-certifications or referrals. Notify patients of their financial responsibility within three days of appointment being scheduled.

REPORTS TO: Financial Counselor Manager

RESPONSIBILITIES:
Duties may include but are not limited to:

• Fairly assign and distribute tasks to Financial Counselors to meeting daily company goals and expectations
• Ensure patients are notified of financial responsibilities within three (3) days of appointment being scheduled. Or if date of service is less than three (3) days, patient must be notified within 24 hours of appointment being scheduled
• Partner with third party vendor to ensure all prior auth/pre-cert queues are worked timely and accurately
• Monitor all FC work groups and queues in eCW to ensure timely tasks are completed within 24-48 hours
• Ensure referrals/authorizations are obtained for scheduled appointments - for all patients having office visits, outpatient procedures in a hospital, in-office procedures, ancillary services (as required) and procedures in AGA affiliated endoscopy centers
• Tracks, measure and monitors performance of each Financial Counselor to ensure that job requirements are being met
• Train Financial Counselor staff and other employees/departments in FC processes and procedures as required or requested
• Conducts regular, ongoing training sessions with staff and team leads
• Arrange coverage for open positions or vacations/absences among the Financial Counselors
• Reevaluates assignments and makes changes when new providers join the practice or other changes occur
• Using Finesse ensure calls are answered timely to meeting company patient experience expectations
• Produce and provide daily FC Department productivity reports to management
• Support all company/department efforts and initiatives to improve service and patient experience
• Meets or exceeds quality and productivity standards
• Answer escalated calls, emails, voicemails and returns patient calls in a timely and efficient manner
• Complete requests for information from other AGA, LLC staff and ensures that they are handled promptly and effectively to guarantee payment on patient accounts
• Monitor Site Manager Work Driver assignments and distributes among the team
• Abide by and promote HIPAA compliance; maintains strictest confidentiality with regards to patient information
• Review and edit Financial Counselor Quality Reviews and provide direction and training to staff as needed
• Conduct regular department meetings as directed by management
• Attend and participate in team meetings as directed
• Complete any other duties and/or special projects as assigned

REQUIRED EDUCATION, SKILLS & EXPERIENCE:
High School Diploma or GED required; 2-3 years of specialty clinical experience, gastroenterology experience preferred. Financial Counseling Supervisor must be computer literate and able to operate eCW and Microsoft Office applications. Certified Financial Counselor, Certified Coder or similar certification strongly preferred. Previous management or supervisory experience a plus, but not required.

ADDITIONAL SKILLS AND EXPERIENCE:
Financial Counseling Supervisor must be able to:

• Provide a high level of customer service at all times
• Plan, prioritize, and complete multiple tasks as delegated
• Work under pressure; assess, respond to, and communicate issues in a timely manner
• Maintain composure and set a professional example for coworkers
• Must have the ability to communicate clearly with patients, clients, and coworkers through the telephone, email, and in-person; in a courteous and professional manner.
• Interpret and apply appropriate policies and procedures
• Be reliable, punctual, and able to work independently
• Maintain the strictest confidentiality
• Strong knowledge and understanding of different insurance plans and coding/charge entry processes

PHYSICAL/MENTAL/ENVIRONMENTAL DEMANDS
Requires sitting and standing associated with a normal office environment. Travel required as business needs dictate.

Qualifications