Job Summary: The Patient Financial Services Supervisor is responsible for the daily supervision of the Patient Financial Services team, ensuring the accuracy of patient account balances and managing the collection of outstanding balances. This position involves overseeing staff efforts to contact patients to resolve outstanding balances through various collection methods. When necessary, the Patient Financial Services Supervisor will initiate the transfer of unresolved accounts to collections and follow protocols for recommending patient dismissal. Essential Duties/Responsibilities: • Supervise, train, and support Patient Financial Services staff, ensuring that all account reviews and collection activities are conducted accurately and efficiently. • Oversee the review of patient balances, ensuring accuracy and compliance with company standards. • Direct team efforts to contact patients regarding outstanding balances using phone calls, emails, and mail communications. • Implement strategies and provide guidance to staff on best practices for patient collections and account resolution. • Monitor staff performance, setting productivity and quality standards and conducting regular performance evaluations. • Manage the escalation of accounts that are past due, coordinating the transfer to collections if internal efforts are unsuccessful. • Ensure adherence to established policies for patient account dismissal, providing necessary documentation and recommendations for cases requiring escalation. • Maintain accurate records of patient interactions, payments, and collection efforts. • Prepare and present reports to the Patient Financial Manager on team performance, collection rates, and delinquent account statuses. • Stay updated on best practices, legal guidelines, and regulatory changes in patient financial services and collections. HIPAA, Security, and Privacy Requirements: HIPAA Compliance • Ensure all Protected Health Information (PHI) is handled in accordance with the Health Insurance Portability and Accountability Act (HIPAA). • Maintain confidentiality of patient records, medical history, billing information, and other sensitive data. • Access, use, and share PHI only as necessary for billing and claims processing purposes. Data Security • Follow organizational security protocols to safeguard electronic and paper-based patient information. • Ensure secure storage and transmission of PHI, including the use of encrypted systems or platforms approved by the organization. • Adhere to password management policies, two-factor authentication, and other security measures to protect access to the Practice Management and billing systems. Privacy Protection • Maintain a strict “need to know” basis for accessing patient information. • Follow procedures to minimize unauthorized access to patient records, whether physically (in-office) or digitally (online systems). • Promptly report any security breaches or unauthorized access incidents to the appropriate department or compliance officer. Documentation and Auditing • Accurately document all actions involving patient information to ensure a clear audit trail, including billing, claims processing, and collections activities. • Participate in regular audits and reviews of billing practices to verify compliance with HIPAA and security regulations. Training and Continuing Education • Complete required HIPAA and security training as mandated by the organization. • Stay updated on changes in healthcare privacy laws, HIPAA regulations, and organizational policies regarding patient data security. Incident Reporting • Recognize and report any potential privacy or security violations, including unauthorized access to PHI, data breaches, or suspicious activities, following the organization’s incident reporting procedures. Other Duties: Other duties as assigned. Qualifications: • Bachelor’s degree in Healthcare Administration, Business, or a related field preferred; equivalent experience may be considered. • Minimum of 3 years of experience in healthcare billing, patient financial services, or collections, with at least 1 year in a supervisory role. • Strong knowledge of medical billing, insurance claims, collections practices, and patient financial counseling. • Excellent leadership and team management skills, with a focus on coaching and staff development. • Ability to manage sensitive patient information confidentially and respectfully. • Strong organizational, communication, and problem-solving skills. • Proficiency in healthcare billing software and Microsoft Office Suite. ADA Physical Demands: Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day) Physical Demand Required? Frequency Standing Occasionally Sitting Continuously Walking Rarely Kneeling/Crouching Lifting Working Conditions: • This is a full-time position, primarily conducted in an office setting. • May require occasional travel for training or meetings. General Competencies To perform the job successfully, an individual should demonstrate the following competencies: • Customer Service • Professionalism/Integrity/Responsibility • Teamwork/Process Focus • Dependability/Punctuality • Interpersonal Relationships/Communication • Judgment/Decision Making/Problem Solving • Quality/Quantity • Initiative • Safety and Housekeeping • Organizational Skills/Time Management • Quality Management