Patient Accounts Team Supervisor (Hybrid)

The Patient Accounts Team Supervisor will act as the team lead for our Patient Care Representative team to ensure departmental Key Performance Indicators (KPIs) are being met; this position will contribute to the organization’s overall success by supporting and improving recovery and patient satisfaction, while building team morale. The Patient Accounts Team Supervisor will also reinforce continuous improvement initiatives and ensure regulatory compliance.

The Patient Accounts Team Supervisor oversees Patient Care Representatives who work in our state-of-the-art call center in Lima, OH, representing hospitals and healthcare providers while caring for their patients by processing payments and assisting them to resolve their patient account balances. We offer a team-driven work experience with flexible scheduling and monthly performance-based bonus plan. Spanish-speaking and previous medical billing experience are both a plus.

This is a hybrid position working M/T/W in office and the option to work remotely Th/F.

We want the best and brightest to join our family. If you are great with people, organized, detail-oriented, possess a positive attitude & drive to be successful; we want to hear from you!

Essential Job Functions

The responsibilities listed are fundamental to the position and must be performed successfully to achieve the key performance objectives of the role. Other responsibilities may be assigned.

Interpersonal Responsibilities

• Leads as a role model and complies with company mission and vision
• Strategically plans and brings solutions to the daily production meetings
• Prepares and hosts daily stand up meetings with team
• Organizes workflow and ensures employees understand their duties and delegated tasks
• Assists Division manager with talent base and bench strength of the production team to assist with establishing accountabilities and performance objectives
• Improves team effectiveness through performing contract review, coaching, training, and involvement by identifying problems and offering solutions
• Shows initiative for one’s own career path and those of the team
• Knowledgeable and diverse on changes to our industry and latest trends

Operational Responsibilities

• Assists the division manager with daily tasks to ensure that resources are aligned
• Ensures compliance with workflows and company representation
• Performs quality checks utilizing penetration reports, contracts and team key performance indicators to identify areas of improvement and makes recommendations for improvement
• Maintains high level of client knowledge to provide guidance and support
• Ensures adherence to legal compliance, company policies and procedures and holds the team accountable to the same
• Assists with client special projects
• Monitors client’s overall performance to ensure meeting and/or exceeding their expectations
• Handles complex requests, such as escalated calls and customer disputes
• Holds production meetings to review workload status, metrics, and roadblocks
• Ensures Patient Care Representatives understand and comply with all departmental objectives, performance standards and policies
• Help troubleshoot operational issues and suggest possible improvements

Qualifications

• High school diploma or equivalent, post-secondary education an asset
• Minimum 3 years in a leadership role is required
• Call center experience and/or medical billing experience is a plus
• Experience in customer service, operations and management
• High level of interpersonal communication skills (verbal and written)
• Ability to work independently and be self-motivated, while also recognizing the need to function as part of a larger team
• Excellent computer and Microsoft Office skills
• Ability to multitask
• Strong time management skills
• Strong sense of ownership and initiative
• Detail oriented
• Must possess a positive attitude and strong work ethic

Additional information

All applicants must be willing and able to adhere to KeyBridge’s Core Values:

• Serving our clients in a way that makes them fiercely loyal
• Treating patients and each other with dignity and respect
• There is always a better way, especially with constant learning
• Working hard as a team and having fun along the way
• Attention to detail and results will set us apart

Any information you submit will be kept confidential according to EEO guidelines.