Supervisor of Billing

Department/Unit: AMHS - Self Pay Billing Office Work Shift: Day (United States of America) Salary Range: $70,068.00 - $108,605.00 Supervisor, AMHS SBO Customer Service manages a team of representatives, overseeing daily operations to ensure high customer satisfaction throughout Albany Med Health System which includes five main campuses and 125+ practice locations, and is responsible for $65-70M in Self-Pay AR. This position will handle a call center of upwards of 1,000+ calls per day, escalated complaints, and contribute to strategies that improve customer service. Key responsibilities include training, coaching, and evaluating staff performance, assist with monitoring Contributes to the creation of a compassionate and caring environment for patients, families and colleagues through displays of kindness and active listening. Recognizes and appreciates that each employee’s work is valuable and contributes to the success of the Mission. Demonstrates excellence in daily work. Actively participates in performance and quality improvement activities and works toward enhancing customer/patient satisfaction. Exhibits positive service excellence skills to patients, visitors and coworkers by greeting others in a friendly manner, keeping customers/patients/colleagues informed about progress, delays and changes. Demonstrates effective teamwork by interacting in a positive manner with colleagues and creating a collaborative work environment. Initiates open communication, conveys positive intent, offers assistance. Contributes to a safe and secure environment for patients, visitors, and colleagues by following established procedures and protocols, which address the needs of a diverse patient population and workforce. Demonstrates stewardship by thoughtful and responsible use of resources including maintaining a clean and hospitable environment, starting work on time, displaying a consciousness regarding costs, supplies and department finances. Demonstrates respect for individual differences of each person by acknowledging the essence of each person, appreciating and responding to unique, spiritual, personal and cultural backgrounds of patients, families and colleagues.    Primary Job Responsibilities Handle escalated calls and CRM inquiries. Develop or refine policies and procedures. Manage overdue customer inquiries, resulting in timely resolution. Process complex refunds and more advanced payment plans. Assist with cross training staff as well and mentor the team for personal and professional growth. Demonstrate full understanding of FAP (Financial Assistance Program) process, MyChart escalation workflows, EOB/HB billing and insurance processing. Ensure HIPAA/compliance standards are adhered to throughout customer interactions. Supervise and manage a cash drawer as needed. Dedication to creating positive customer relationships and driving customer satisfaction and loyalty.  Performs reconciliation with SBO Vendors. Manages and delegates correspondence from BD Agency or other internal departments. Performs formal monthly summary meetings with direct reports. Manages productivity and QA for direct reports. Reviews time off requests and completes/approves timecards via Kronos. Completes WFH Hybrid Schedule and break/lunch schedule. Screens applicants and conduct interviews on potential SBO candidates and selects final candidate. Ensures fair debt collection and collection regulation compliance are followed. Ensures direct reports complete annual training mandates and other assigned trainings. Other duties as assigned.   Leadership Exemplifies the AMHS Values and Code of Conduct, while striving to identify compliance risk through department led risk assessments, system monitoring, and periodic audits, and reporting any identified violation to Legal Services and Corporate Compliance Departments. Ensures immediate action is taken on any issues identified through a self-assessment or by Legal Services or Corporate Compliance. Builds and