Covenant Health

Supervisor Patient Accounting, Covenant Medical Group Business Office

Full-Time, 80 Hours per pay period, Day shift

Covenant Medical Group is Covenant Health’s employed and managed medical practice organization, with more than 300 top Physicians and providers spanning the continuum of care in 20 cities throughout East Tennessee. Specialties include cardiology, cardiothoracic surgery, cardiovascular surgery, endocrinology, gastroenterology, general surgery, infectious disease, neurology, neurosurgery, obstetrics and gynecology, occupational medicine, orthopedic surgery, physical medicine and rehabilitation, primary care, pulmonology, reproductive medicine, rheumatology, sleep medicine and urology.

Position Summary:

The CMG Supervisor of Patient Accounting has full knowledge of all positions within the Centralized Business Office (“CBO”). This position assists the CBO Managers and Director of Revenue Cycle with maintaining productivity and with meeting the department’s goals.  Key duties and responsibilities include:  Resolves complex issues that cannot be resolved by the staff.  Supervises assigned staff on a daily basis. Responsible for monitoring staff work load, adjusting as needed, and strengthening staff performance.  Assists the Managers in selection, orientation, training, evaluation and discipline of employees.  Completes assigned workload in an efficient manner. Assists other departments and physician practices as needed, and meets other requests of the CMG Director of Revenue Cycle and Vice-President of Financial Services.

Recruiter: Sarah Grey || sgrey1@covhlth.com || 865-374-5271

Integrity

• Demonstrates the ability to handle varying tasks, as well as understanding and interpreting procedures relative to the revenue process.
• Adheres to established policies and procedures, objectives, process improvement initiatives, safety, environmental and infection control standards.
• Demonstrates knowledge of State and Federal regulations, CMS guidelines, HIPAA, Medicare/Medicaid guidelines, other Third Party Payor requirements, and self-pay/uninsured patient requirements assuring departmental compliance.
• Recognizes situations, which necessitate supervision and guidance, and seeks appropriate resources.
• Ability to identify and review problem accounts to determine reason(s) for and resolution of problems, soliciting input when required from outside resources, and delegates to staff for follow-up.
• Does not promote or participate in solicitation during working hours within the department.
• Demonstrates good judgment when having discussions related to the revenue process, maintaining a professional and confidential environment.
• Supports, models and adheres to the desired behaviors of Covenant Health for integrity which are: hold others accountable for living the values and behaviors, protect confidential information, deal with difficult issues honestly, directly, respectfully, and tell the truth.

Quality

• Supervises the accuracy and timeliness of staff and department responsibilities to ensure optimum cash flow.
• Assists in selection, evaluation and discipline of employees.
• Proficiently maintains performance records and attendance records.
• Trains new personnel in areas of responsibilities, and provides in-service education for existing personnel on new policy and procedures as developed.
• Demonstrates an ability to plan, schedule, and delegate work, as well as effectively work with staff, peers, customers, and third party payors to accomplish assigned tasks and objectives.
• Assists with development and maintenance of applicable training manuals.
• Distributes CMS and other payor memos to staff, and provides training for new or revised rules ensuring, compliance with CMS/Tenncare/Medicaid or other State or Federal regulations.
• Resolves complex collection issues that cannot be resolved by the staff, referring to the CBO Operations Manager if necessary.
• Searches for innovative ways to identify opportunities for improving the revenue process.
• Professionally deals with patient/public, co-workers, physicians, facilities, agencies and/or their offices, and other facility personnel using verbal, nonverbal and written communication skills.
• Performs other duties as assigned to the satisfaction of the CBO Operations Manager, Director of Revenue Cycle, and/or Vice-President of Financial Services.
• Supports, models and adheres to the desired behaviors of Covenant Health for quality which are: celebrate and reward successes, seek out better ways to do our job, set improvement goals and standards striving to meet or exceed them, participate in forming and being part of work teams when necessary and do not say “It’s not my job”.

Serving the Customer

• Communicates effectively with patients/public, co-workers, physicians, practice management and staff, facilities, agencies and/or their offices, and other facility personnel using verbal, nonverbal, and written communication skills.
• Consults and works collaboratively with co-workers, CBO Operations Managers, and other CMG and Covenant Health personnel, effectively performing tasks of position.
• Promotes good public relations for the department, physician practices, and the facilities, adhering to desired behaviors.
• Assists to resolve payment, denial and contractual issues.
• Assists co-workers, other departments, CBO Operations Managers, Director of Revenue Cycle, and Vice-President of Financial Services on activities and projects, as needed.
• Supports, models and adheres to the desired behaviors of Covenant Health for service which are: take ownership for our mistakes, resolve customer problems on the spot whenever possible, treat all people with respect and kindness, strive to meet or exceed customer expectations, collect and use customer feedback/data to improve processes and service, and set an example for accountability and responsiveness: return e-mail and phone calls promptly, assure deadlines are met, and keep commitments.

Caring For and Developing Our People

• Provides assistance to new employees.
• Displays a willingness to generate a positive, harmonious relationship with all co-workers and the public as a whole.
• Maintains lines of communications with other department Supervisors and Managers, Corporate CMG, practice management and staff and other Covenant Health departments in an ongoing effort to improve the overall quality of customer service.
• Promotes good public relations for the department, the physician practices, and Covenant Health.
• Holds monthly meetings with staff and coordinates discussion regarding work performance (i.e. Departmental goals).
• Participates freely in interdepartmental quality improvement activities whenever called upon to do so.
• Demonstrates initiative in increasing skills, and attends training programs as available.
• Supports, models and adheres to desired behaviors of Covenant Health for caring which are: build a trusting environment by listening with an open mind and valuing different opinions; asking questions for understanding and allowing others to speak openly, do not gossip or criticize people behind their back, resolve conflicts, notice and express appreciation for good work, and respect differences by listening with an open mind. 
• Supports, models and adheres to the desired behaviors of Covenant Health for developing people which are: commit time to learning and development, help others obtain the information and skills they need to succeed on the job, and utilize training, education and development opportunities.

Using the Community’s Resources Wisely

• Demonstrates promptness in reporting for and completing work, ensuring follow through on assigned tasks.
• Recommends to the CBO Operations Manager and/or Director of Revenue Cycle, new policies and updates to existing policies that are intended to increase efficiency, promote data integrity, and improve quality and customer service (internally and externally).
• Follows protocols as established by the department.
• Demonstrates appropriate utilization of resources, i.e., equipment and supplies, the operating budget, etc. Uses innovative approaches for optimal staffing and expense reductions.
• Supports, models and adheres to the desired behaviors of Covenant Health for using the community’s resources wisely which are: be aware of cost and quality when making spending decisions, demonstrate a personal commitment to reduce waste, consider the impact on other departments, physician practices, and facilities within Covenant Health when making decisions, or taking action and ensure that meetings lead to solutions.
• Perform other duties as assigned or requested.

Minimum Education:

None specified; will accept any combination of formal education and/or prior work experience sufficient to demonstrate possession of the knowledge, skill and ability needed to perform the essential tasks of the job, typically such as would be equivalent to a high school diploma or GED.  Preference may be given to individuals possessing an Associate’s degree in a directly-related field from an accredited college or university.

Minimum Experience:

Three to five (3-5) years’ experience in health care preferred. Computer experience required.  Experience in problem solving, analytical reviews, budgeting, and forecasting preferred.  Knowledge of third party payors and collection software required.  Must possess knowledge of claims submission and account resolution processes for all major carriers and intermediaries, knowledge of third party reimbursement with working knowledge of Network/Managed Care issues, and a thorough understanding of collection and payer regulations.  Expected to perform adequately within the position after working at least three to six (3-6) months on the job.

Licensure Requirement:

None