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MedData has an excellent career opportunity available as a Patient Advocate Supervisor to work in a Hospital setting located in Sourthwest Houston, TX. The schedule for this Full Time role is Monday through Friday 8 AM to 5 PM with flexibility as needed.
The Patient Services Supervisor will be responsible for a team of Patient Service Representatives (PSR)s. Patient Service Supervisors must be available on a day to day basis to answer questions by PSRs, take escalated calls, and educate their team members on new company policies and changes to existing policies. Patient Service Supervisors will continuously mentor and train PSRs as well as monitor and keep track of their metrics. Supervisors will report to the Patient Services Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answers questions regarding how to handle specific accounts and/or scenarios via hunt group calls from PSRs.
- Ensures that PSRs understand and comply with all call center objectives, performance standards, and policies.
- Prepares PSR to respond to patient questions and complaints and troubleshoot problems with insurance, bills, and patient education.
- Develops, administers, and follows up on monthly MAP (performance plan) for PSRs.
- Writes and conducts annual reviews with staff.
- Conducts 50 interactions with PSRs on a monthly basis.
- Recognizes and coaches team members on opportunities to improve in both internal processes and customer service.
- Monitors and tracks metrics of team members to ensure each is meeting metrics goals.
- Keeps team members informed and up to date on the proper procedures and protocols for each of our providers via daily communication and holding team meetings.
- Waives fees on patient accounts as requested by PSRs or as is warranted by the situation – including but not limited to small balance accounts, wrong address, no invoice received, and escalated circumstances
- Based on situation, must use critical thinking skills in addition to client specifications to determine most appropriate course of action when PSR requests settlement or discount, then offers and applies settlements per Provider guidelines to PSRs.
- Takes escalated calls and coaches PSR with whom call originated.
- Documents all work performed in accurate and concise manner according to company best practices.
- Handles all calls with efficiency and accuracy as well as delivering exceptional customer service.
- Assists in maintaining a positive team environment by providing positive feedback and assisting other Supervisors and PSRs when needed.
- Participates in hiring and training of new PSRs.
- Administers discipline steps and, when appropriate, and provides feedback to Patient Services Manager and Human Resources with regard to disciplinary steps and terminations.
- Answers incoming calls as needed when call center volume dictates
- Special projects as assigned by Patient Services Director
- Monitors and follow ups on escalated accounts
- Other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities.
- Patient Services Team Lead Experience
- Leadership and Patience
- Ability to teach and give constructive criticism
- Professional, accurate, clear and concise written and verbal communication
- Detailed and thorough
- Positive and encouraging attitude
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
This job description is to serve as a guide but no way is it to be considered a comprehensive list of task, duties and responsibilities that will be required by the employee.
To join our team of 2,000 employees and growing, please apply directly to this posting.
MedData is an equal opportunity employer.
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