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Bozeman Health · 1 day ago

Customer Service Supervisor (FT- 1.0 FTE, Day Shift)

Bozeman, MT

Full-time

Onsite

Mid, Senior Level

3+ years exp

Bozeman Health is seeking a Customer Service Supervisor who will be responsible for planning, directing, and organizing customer service functions across the organization. The role involves overseeing customer service operations, ensuring compliance with regulations, and enhancing customer service quality.

Health CareHospitalMedical

Responsibilities

Assists department leadership with broad operations to ensure the provision of comprehensive departmental services in compliance with all regulatory agencies, collection laws and regulations (Fair Debt Collection Practices Act) and hospital requirements

Supports and ensures compliance with all applicable collection laws and regulations, i.e.Fair Debt Collection Practices Act, and Financial Assistance Policy (501r regulations)

Ensures a collaborative departmental approach to long-range strategic operational planning, care and service design and development of organizational policies, which reflect the mission of the organization

Identifies gaps in becoming a best in class customer service team and refines communication in collaboration with the Customer Service manager to provide clear, concise and straightforward information including website patient facing information

Supports the implementation and consistent application of BH’s Financial Assistance (Charity Care) policy to include annual updates to the Amounts Generally Billed, patient notification, application process, eligibility criteria, community notification, and related forms

Ensures processing of financial assistance applications in a timely fashion and notifying customers of the determination

Assists management in periodic audits from external sources, related to financial assistance and collection efforts

Assisting management in rolling out scripting for staff and workflows to ensure best in class customer service to customers

Monitors customer service key performance indicators, i.e. collection rates, self-pay AR, MyChart collections and autopayment enrollment

Analyze customer service and collection reports/dashboard to identify opportunities for improve and develop performance improvement plan

Ensures customer issues not resolved are escalated to the system manager in a timely fashion

Demonstrates responsible management of all departmental resources

Demonstrates clinical/technical and managerial competency. Ensures staff professional needs are met

Demonstrates ability to handle escalated customer concerns and resolves concerns in a timely, compassionate fashion

Identifies trends in customer complaints and develops plan to prevent and mitigate

Leads, teaches, inspires, helps and consistently demonstrates hospital behavioral standards

Acts as a back-up to Customer Service Manager in representing Bozeman Health on any legal collection cases that end up being reviewed by the courts

Qualification

Healthcare billing experienceSupervisory experienceEpic experienceRegulatory knowledgeCollection laws knowledgeAnalytical skillsCommunication skillsInterpersonal skills