Patient Svcs Supervisor

Job Summary

The Patient Services Supervisor’s primary responsibility is to ensure he/she and their team perform insurance verification and prior authorization for the three non-invasive bone growth stimulators. As part of their objective, the Patient Services Supervisor must contribute to the achievement of sales growth and cash collections targets for the overall bone healing business. The supervisor accomplishes these objectives by ensuring the efficient and effective processing of all new orders, interacting and responding to the needs of the sales team and by directing the flow of work amongst the Patient Services Representatives (PSR) and Medicare Quality Assurance team (MQA) to maintain a seamless transition from order entry to billing and submissions.  

Principal Duties and Responsibilities

In collaboration with the RCM Management team:

1. Assists in the development and implementation of new department procedures and workflow(s).
2. Assists in developing the Team Leaders, Patient Services and Medicare Teams.

1. Responsible for analyzing team productivity, making corrections and advising the team of any necessary changes or problems.        Also reports these findings to management for monthly and daily reporting and effective management of team.
2. Overseas & assists with Medicare QA order process.
3. Oversee and Manages Medicare Quality Department.
4. Responsible for reporting and analyzing order volume, turnaround times, finalization, cancelations, unreported applications, as well as reporting findings to the management team.
5. Manages team member & sales rep escalations concerning, order process, clinical rationale for obtaining approvals, insurance carrier requirements & reimbursements requirements.
6. Demonstrate excellent customer service skills, strong written and verbal communication as well as possessing a professional telephone manner for all business contacts.
7. Collaborate with Collections to trend any necessary process changes for front end.
8. Assists in the development of BPO team as it relates to training, procedures, auditing and reporting.
9. Collaborates with Provider Relations in preparation for all audits; onsite, virtual or written.
10. Communicate with Payer Relations & Contracting Team regarding payer issues and reporting.
11. Identify & make recommendations for necessary process efficiencies.
12. Assist in ensuring that the Sales Department is consistently informed via announcements of new procedures, processes and assignment changes.
13. Participate in management meetings. 
14. Handles all aspects of hiring, onboarding, training and monitoring new employees.
15. Completes & provides hourly employees performance appraisals and feedback.
16. Performing continuous quality audits and phone monitoring while managing compliance requirements, as well as reporting information to management for procedural and training updates.
17. Manage hourly team members timecards & attendance.
18. Other job functions as determined necessary and as assigned by management.

This is not an exhaustive list of duties or functions and may not necessarily comprise all the "essential functions" for purposes of the ADA.

Expected Areas of Competence (i.e. KSAs) 

• Minimum of 1-2 years’ experience leading or supervising an operational team 
• Knowledge or understanding of commercial insurance, Medicare, Medicaid, and other governmental and private insurance products, specifically the verification and authorization processes
• Medical terminology and health insurance background required, understanding health insurance concepts and benefit design required
• Excellent customer service skills, analytical problem-solving skills, strong written and verbal communication skills, professional telephone manners and well organized
• Experience using Microsoft Office tools such as Word, Excel and PowerPoint

Education/ Experience Requirements

• Minimum of 3-5 years’ customer service or supervisory experience and/or medical background

Travel Requirements 

Less than 5%