Supervisor Billing Services

Job Description

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

This position provides direction and supervision to a large group (ten or more) of remote call center employees performing pre-registration and estimate work across multiple system entities.

Duties include oversight of day-to-day staffing, participation in hiring and training of qualified staff, and participation in the annual performance evaluation process. Responsibilities include monitoring productivity, quality, and key metric tracking through reporting of multiple system applications. Identifies and addresses barriers to customer service and efficient workflows. Develops collaborative relationships with related departments to facilitate improved patient experience. Qualified candidates will have a substantial customer service background and knowledge of insurance policies, benefits, and practices necessary to verify coverage and determine patient out of pocket costs. Perform all duties in a manner which promotes teamwork and reflects UNC Health’s mission and philosophy.

Responsibilities:

Responsibilities:

1. Supervise daily operation of agent lines, establish efficient workflows, and address barriers to implementation. Establish priorities and work schedules, organize and direct the flow of work. Adjust individual assignments to meet the needs of the team. Oversee training of staff on a variety of topics. Ensure staff is appropriately trained, provide feedback timely, and maintain employee attendance records.

2. Establish departmental goals and objectives, developing policies and procedures towards fulfilment. Communicate clearly any changes to existing policies and procedures, holding staff accountable for achieving results related to their area of responsibility. Monitor staff productivity and quality targets. Participate in annual performance evaluation to support employee performance.

3. Establish an environment that provides outstanding customer service. Responsible for escalated patient concerns. Maintain subject matter expertise in all information systems necessary to lead, implement, and support business processes.

4. Ensure compliance with organizational policies and procedures. Serve as primary resource for employees with regard to problems, interpretation, and application of policies and procedures. Coordinate and actively participate in meetings, problem solving, and goal setting for performance improvement and quality patient experience. Utilize data and resources to identify improvement opportunities.

5. Serve as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance. Engage in the continuous learning mindset for development of existing skills and knowledge expansion.

Other Information

Other information:
Education Requirements:
● Requires Associate's degree in Business, Accounting, Public Administration, or Hospital Administration.
Licensure/Certification Requirements:
● No licensure or certification required.
Professional Experience Requirements:
● If Associate’s degree, three (3) years relevant experience with at least one (1) year experience in a senior level or team lead role preferred.
● If High School degree, six (6) years of relevant experience with at least one (1) year experience in a senior level or team lead role preferred.
● If Bachelor's degree, one (1) year of relevant experience with at least one (1) year experience in a senior level or team lead role preferred.
Knowledge/Skills/and Abilities Requirements:
● Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, governmental regulations, etc. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups or users, managers, external customers, etc.REASONING ABILITYAbility to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions in mathematical or diagram form and deal with several abstract and concrete variables.CERTIFICATES, LICENSES, REGISTRATIONSNot applicable (N/A)PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is frequently required to use hands to finger, handle, type, or feel; regularly required to reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.WORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually quiet. Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Pre-Arrival Unit

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $26.59 - $38.23 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Remote

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.