What are the responsibilities and job description for the Customer Service Self-Pay Supervisor position at UCLA Health?
Description
As the Hospital Customer Service Self-Pay Supervisor, you will be responsible for leading a team within a call center, focusing on Guarantor billing and collections, escalations, self-pay credits and refunds, and bad debt vendor management. You will:
- Oversee daily operations of the call center team, ensuring efficient handling of tasks related to billing, collections, and customer service.
- Monitor and manage designated work queues, including SP Aging and SP Credits, VCC Phone System KPIs, Payment Plan status, Patient Escalations, Staff Productivity, and Quality Review.
- Assist in managing outsourcing relationships with relevant vendors, agencies, and telecommunication providers.
- Assign work based on directives from the Manager on a daily, weekly, and monthly basis.
- Review staff work for accuracy and completeness, providing feedback using our Quality Review process
- Ensure the timely and accurate handling of self-pay refunds and the resolution of patient credit balances
Salary Range: $68,800-$141,000
Qualifications
We’re seeking a leader with:
- Bachelor’s degree in a related area and/or equivalent experience and training, required
- Five or more years of experience in billing and collections, required
- Supervisory experience, highly desired
- Proficiency in medical and insurance terminology, billing, and/or collections internal procedures and external regulations
- Strong quality customer service skills and interpersonal skills
- Thorough knowledge and understanding of electronic health record system (EPIC)
- Proficiency in all relevant computer software
Salary : $68,800 - $141,000
