Supervisor of Customer Service Collections

Location

Hackensack, NJ | United States

Job description

Our team members are the heart of what makes us better. 

At Hackensack Meridian  Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. 

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Supervisor of Customer Service Collections under the direction of the Customer Service Manager, supervises the Collections staff, workflow, and is responsible for the operations of Collections with regard to vendors and bad debt agencies for payments, evaluating staff, time and attendance and all other aspects of the department for the Hackensack Meridian Health (HMH) network. Supervises the daily collections operations of the Customer Service department including all self-pay accounts and their life cycle with all connected aspects such as collection activities and referral to outside agencies as Bad Debt. Assists the Manager in reviewing all collection efforts and outside collection agency relations. Also assists in all duties which guide the management of self pay accounts and the call center within the business office. These duties include management of applicable staff and outside agencies in an effective manner and observing all applicable policies and procedures.

A day in the life of a Supervisor of Customer Service Collections at Hackensack Meridian Health includes:

• Supervises all the Bad Debt collection activities for the patient accounting department and coordinates all procedural operations related to all primary and secondary vendors for HMH. 
• Monitors collection agency productivity on a monthly basis and is responsible for month end agency performance reporting. 
• Develops and prepares accounts for write-offs to collection agencies, subsequent to exhaustion of all internal collection efforts.
• Conducts meetings with collection vendors to ensure all policies and processes are followed and assists agencies with any issues impacting their performance or delivery of collection results.
• Processes invoices from vendors and collection agencies, prepares check requests for payment, and validates that all agency recoveries are accurate and justified.
• Reconciles reports generated by the Patient Accounts management systems. This includes payment, adjustments, and credit balance reports as well as invoices from the vendors. These reports are reviewed to assure all Bad Debt accounts are actively and correctly handled.
• Supervises Purchase Order generation process and workflow.
• Supervises the resolution of collection agency and billing agency close-out reports and prepares Bad Debt summary reports for management on a monthly basis.
• Processes all interrogatories, counter suits, credit cards, and settlement offers.
• Audit preparation. Prepares accounts for Bad Debt audits, which includes internal and external vendor audits. 
• Court appearances. Functions as liaison with primary and secondary collection agencies on specific accounts which also includes possible court appearances. 
• Oversees Correspondence process and workflow. 
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Education, Knowledge, Skills and Abilities Required:

• Bachelor's degree in Business/Healthcare Administration/other related field; or equivalent relevant HMH work experience.
• Minimum of 4 years of experience in general customer service and/or credit and collections.
• Proficient computer skills that preferably include but are not limited to Microsoft Office and/or Google Suite platforms.
• Excellent written and verbal communication skills. 
• Attention to detail.
• Ability to work effectively and efficiently.
• Excellent written and verbal communication skills.
• Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.

Education, Knowledge, Skills and Abilities Preferred:

• Prior hospital financial experience.
• EPIC knowledge.
• Collection agency experience.
• Experience with court appearances.

Licenses and Certifications Required:

• Successfully pass EPIC assessment completion within 30 days after Network access granted.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Job tags

Salary