What are the responsibilities and job description for the Financial Counseling Supervisor position at Johns Hopkins Medicine?
Requisition #:653233 Location:Johns Hopkins Health System, Baltimore, MD 21201 Category:Manager/Supervisor Schedule:Day Shift Employment Type:Full Time
Position Summary
Reporting to the Financial Counseling Manager this position is responsible for overseeing the day-to-day operations of financial counseling activities within their assigned area. The Financial Counseling Supervisor assists in the management by functioning as a group/team mentor and resource liaison. The Financial Counseling Supervisor is responsible for, leading, training and motivating team members including but not limited to monitoring the Financial Counselor work queue volume, to ensure there is appropriate coverage to support and meet business needs. In addition, the Financial Counseling Supervisor will be responsible for reviewing staff’s work schedules, vacation, paid time off requests; and conducting bi-weekly payroll by reviewing time and approving at pay period close. The Financial Counseling Supervisor trains, coaches, and provides ongoing competency training and re-training to all staff both new and existing and takes personal responsibility for issues by serving as a resource to the Financial Counselors on more complex cases. The Financial Counseling Supervisor will make process improvement suggestions to Manager. At the Manager’s discretion, the Financial Counseling Supervisor participates in performance reviews for the Financial Counselors and has the authority to give verbal warnings to the Financial Counselors for first-time, minor offenders. In addition, this position is responsible for collecting pre-service, time of service payments, and outstanding patient balances for JHM. This position will be trained and certified as a Certified Application Counselor (CAC). This position must advise and educate patients of the JHM financial assistance policies and assist patients in accessing financial resources available for their care. Critical to this position is an understanding of the JHH and JHU billing systems as well as the Epic registration and scheduling system. This position will obtain and verify financial or insurance information prior to the time of service. It is imperative the individual understand the importance of accuracy, timeliness, and efficiency in processing account transactions and correcting errors that may result in rebills to the insurance company. This position must demonstrate proficiency in detail oriented tasks that affect the accounts. Also, this position must work as a team member and positively accept change. Creates a culture of patient centered care and customer service, consistent with the Johns Hopkins Medicine’s Mission, Values and Vision. Collaborates with staff and leadership within the organization to drive standard processes and ensure consistency of practices as well as continuous process improvement within Revenue Cycle Management. Makes decisions in fast-paced, fluid environment; actively works with manager and staff.
LOCATION: 1800 Orleans Street, Baltimore, MD
HOURS: Days 40 hrs.
Accountable For
Assignment Specific Responsibilities
- Assisting with the day to day scheduling and timecard management of the department to ensure staffing levels meet the needs of the department
- Monitors staff adherence to service excellence policies and documents activity on an individual basis in order to ensure staff are providing exemplary customer service to our patients
- Assists staff with prioritization and workqueue management to ensure staff are working efficiently
- Assists with departmental and individual performance reporting to measure and improve department outcomes
- Acts as a project manager or implementation lead for special projects as assigned by the Manager
- Supervises Financial Counselors in shared service and site of service locations, by using effective leadership techniques consistent with John Hopkins Medicine’s philosophies
- Proactively works across Patient Access, Pre-Registration, Registration staff to maintain a cohesive and seamless workflow
- Oversees the revenue cycle tasks necessary to ensure compliance and exceptional customer service
- Enhances the patient experience throughout all patient interactions by demonstrating knowledge of Johns Hopkins Medicine’s system and service offerings
- Creates a culture of Patient Centered Care and Customer Service, consistent with the Johns Hopkins Medicine’s Mission, Values and Vision
- Establishes and maintains high quality customer service ratings
- Maintains knowledge of applicable Federal, State, and local laws and regulations, Standards of Conduct, as well as Johns Hopkins Medicine policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior
- Collaborates with staff and leadership to ensure consistency of practices as well as continuous process improvement within the Financial Counseling arena
Education
- Requires Associates Degree in Accounting, Business Administration, Health Administration, Finance, or related field or minimum of 4 years of leadership experience in hospital receivables. Bachelor’s Degree in Accounting, Business Administration, Health Administration or Finance is preferred
- Certified Application Counselor (CAC) certification within 6 – 12 months
- A minimum of four years of healthcare and hospital receivable or financial counseling experience with a large academic medical center or health system
- Two years’ experience in a financial counseling supervisor and/or leadership role
- Prior experience performing Financial Counseling activities
- Experience leading teams in a fast-paced environment while still following standard processes and procedures
- Experienced in using team building and quality management concepts to positively influence the work environment
- Knowledge of the financial counseling process
- Knowledge of insurance and governmental programs, regulations, and application processes (e.g., Medicare)
- Knowledge of Federal and State Laws and Regulations relative to Maryland and Florida Medicaid Programs and Eligibility and Prebilling processes
- Knowledge of Medicaid Programs within states immediately surrounding Maryland
- Knowledge of general hospital management principles, practices, and procedures
- Knowledge of patient access functions in acute and non-acute settings including organization, registration, financial clearance, and financial counseling functions and how they interrelate
- Knowledge of medical terminology
- Basic computer knowledge
- Knowledge of third-party billing and collection processes to be able to investigate patient complaints and provide cogent explanations
- Ability to serve as a coach to others on financial counseling processes, policies, and procedures
- Demonstrates leadership skills and the ability to provide constructive feedback to team members to support continuous improvement to team members
- Ability to effectively resolve conflicts among individuals and/or work groups
- Strong time management skills and the ability to manage frequent in-person contacts while effectively maintaining and documenting data in the patient registration/accounting systems
- Excellent verbal and written communication and active listening skills to support interaction and participation in meetings with employee’s, patients, physicians, payer representatives, and representatives of other departments within organization
- Interpersonal skills necessary in dealing with internal and external customers
- Accuracy and attentiveness to detail required
In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.
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