Supervisor, Patient Accounting at Covenant Health · Location…

Patient Accounting Supervisor, CMG Business Office

Full Time, 80 Hours Per Pay Period, Day Shift

Covenant Health Overview:

Covenant Health is the region’s top-performing healthcare network with 10 hospitals, outpatient and specialty services, and Covenant Medical Group, our area’s fastest-growing physician practice division. Headquartered in Knoxville, Covenant Health is a community-owned integrated healthcare delivery system and the area’s largest employer. Our more than 11,000 employees, volunteers, and 1,500 affiliated physicians are dedicated to improving the quality of life for the more than two million patients and families we serve every year. Covenant Health is the only healthcare system in East Tennessee to be named a Forbes “Best Employer” seven times.

Position Summary:

The Supervisor Patient Accounting-KBOS has full knowledge of all positions within the Business Office. This position assists the Department Manager with maintaining productivity and with meeting the department’s goals. Resolves complex issues that cannot be resolved by the staff. Supervises the staff on a daily basis. Responsible for monitoring staff work load. Assists the Manager in selection, orientation, training, evaluation and discipline of employees. Assists other departments as needed and meets other requests of the Director and Vice-President of Financial Services.

Integrity

• Demonstrates the ability to handle varying tasks as well as understanding and interpreting procedures relative to the revenue process.
• Adheres to established policies and procedures, objectives, process improvement initiatives, safety, environmental and infection control standards.
• Demonstrates knowledge of State and Federal regulations, HCFA guidelines, HIPAA, Medicare/Medicaid guidelines and other Third Party Payor requirements assuring departmental compliance.
• Recognizes situations, which necessitate supervision and guidance, seeks appropriate resources.
• Ability to identify and review problem accounts to determine reason(s) for and resolution of problems soliciting input when required from outside resources, and delegates to staff for follow-up.
• Does not promote or participate in solicitation during working hours within the department.
• Demonstrates good judgment when having discussions related to the revenue process, maintaining a professional and confidential environment.
• Supports, models and adheres to the desired behaviors of the KBOS constitution and Covenant Health for integrity which are; hold others accountable for living the values and behaviors, protect confidential information, deal with difficult issues honestly, directly, respectfully and tell the truth.

Quality

• Supervises the accuracy and timeliness of staff and department responsibilities to ensure optimum cash flow.
• Assists in selection, evaluation and discipline of employees.
• Proficiently maintains performance records and attendance records.
• Trains new personnel in areas of responsibilities and provides in-service education for existing personnel on new policy ad procedures as developed.
• Assists with applicable training manuals.
• Distributes HCFA memos to staff and provides training for new or revised rules ensuring compliance with HCFA Tenncare/Medicaid or other State or Federal regulations.
• Resolves complex collection issues that cannot be resolved by the staff, referring to the Manager if necessary.
• Searches for innovative ways to identify opportunities for improving the revenue process.
• Professionally deals with patient/public, co-workers, physicians, facilities, agencies and/or their offices, and other facility personnel using verbal, nonverbal and written communication skills.
• Performs other duties as assigned to the satisfaction of the Manager, Director and/or Vice-President of Financial Services.
• Supports, models and adheres to the desired behaviors of the KBOS Constitution for quality which are; celebrate and reward successes, seek out better ways to do our job, set improvement goals and standards striving to meet or exceed them, participate in forming and being part of work teams when necessary and do not say “It’s not my job”.

Serving the Customer

• Communicates effectively with patients/public, co-workers, physicians, facilities, agencies and/or their offices and other facility personnel using verbal, nonverbal, and written communication skills.
• Consults and works collaboratively with co-workers, department Manager, and other hospital personnel, effectively performing tasks of positions.
• Promotes good public relations for the department and the facilities adhering to desired behaviors.
• Assists with Reimbursement Unit to resolve payment, denial and contractual issues.
• Assists co-workers, other departments, Manager, Director and Vice-President of Financial Services on activities and projects, as needed.
• Supports, models and adheres to the desired behaviors of the KBOS Constitution and covenant health for service which are; take ownership for our mistakes, resolve customer problems on the spot whenever possible, treat all people with respect and kindness, strive to meet or exceed customer expectations, collect and use customer feedback/data to improve processes and service and set an example for accountability and responsiveness: return e-mail and phone calls promptly, assure deadlines are met and keep commitments.

Caring For and Developing Our People

• Provides assistance to new employees.
• Displays a willingness to generate a positive, harmonious relationship with all co-workers and the public as a whole.
• Maintains lines of communications with other department managers in an ongoing effort to improve the overall quality of customer service.
• Promotes good public relations for the department and the hospitals.
• Holds monthly meetings with staff and coordinates discussion regarding work performance (i.e. Departmental goals).
• Participates freely in interdepartmental quality improvement activities whenever called upon to do so.
• Demonstrates initiative in increasing skills, and attends training programs as available.
• Maintains lines of communications with other department supervisors and/or managers in an ongoing effort to improve the overall quality of customer service.
• Supports, models and adheres to desired behaviors of the KBOS Constitution for caring which are; build a trusting environment by listening with an open mind and valuing different opinions; asking questions for understanding and allowing others to speak openly, do not gossip or criticize people behind their back, resolve conflicts, notice and express appreciation for good work and respect differences by listening with an open mind.
• The KBOS Constitution for developing people which are; commit time to learning and development, help others obtain the information and skills they need to succeed on the job, and utilize training, education and development opportunities.

Using the Community’s Resources Wisely

• Demonstrates promptness in reporting for and completing work ensuring follow through on assigned tasks.
• Recommends to the manager and/or Director, new policies and updates to existing policies that are intended to increase efficiency and promote data integrity.
• Follows protocols as established by the department.
• Demonstrates appropriate utilization of resources, i.e., equipment and supplies below, the operating budget. Uses innovative approaches for optimal staffing and expense reductions.
• Supports models and adheres to the desired behaviors of the KBOS Constitution for using the community’s resources wisely which are; be aware of cost and quality when making spending decision, demonstrate a personal commitment to reduce waste, consider the impact on other departments and facilities within Covenant Health when making decisions or taking action and ensure that meetings lead to solutions.

Minimum Education:

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED. Preference may be given to individuals possessing an Associate’s degree in a directly-related field from an accredited college or university.

Minimum Experience:

Three to five (3-5) years experience in health care preferred. Computer experience required. Experience in problem solving, analytical reviews, budgeting, and forecasting preferred. Knowledge of third party payors and collection software required. Must possess a general knowledge of claims submission process for all major carriers and intermediaries, knowledge of third party reimbursement with working knowledge of Network/Managed Care issues, and a thorough understanding of collection and payer regulations. Expected to perform adequately within the position after working at least three to six (3-6) months on the job.

Licensure Requirement:

None

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