Location
Wilmington, DE | United States
Job description
With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.
Office Supervisor will provide a high level of customer service to patients, fellow employees and referral sources. Supervise the operations of the front office (i.e. phone management, registration, appointment scheduling, pre-verification of benefits, insurance authorization, billing, processing payments, collections, billing research and responding to inquiries) by training, assigning and overseeing the work of others. Ensure that billing for services provided is accurate, timely and fully documented. Provide efficient cash collection through excellent reimbursement practices while ensuring compliance with relevant laws, regulations (HIPAA) and established Hanger policies and compliance programs.
Depending on the operational requirements of the Hanger Clinic, and/or multiple facilities, this position may include some or all of the functions listed below.
- Lead and guide front office staff to ensure a high level of customer service. As needed, will perform front office overflow duties for patient check in, check out, billing and collections.
- Conduct annual Performance Planning and Review process for administrative staff.
- Monitor performance to ensure that accurate patient, billing and insurance information, verification and pre-authorization is obtained and maintained in patient files and in the billing system.
- Verify that billing is processed daily and that it is accurate, timely and fully documented.
- Review the handling of open accounts to confirm that they are followed up in a timely manner and that accurate chronological financial records are maintained on each patient.
- Coordinate communications with payers to ensure accurate billing Clinics, enhance reimbursement opportunities and maintain A/R per Hanger goals.
- Monitor performance to ensure that counseling is provided to patients to advise them of their financial responsibility and to secure financial commitments to patient responsibility timely.
- Periodically verify that cash and adjustments are applied to the computer billing system and that bank deposits are made in a timely manner.
- Monitor and review clinician documentation to ensure that patient files are accurately maintained and are in compliance with Hanger’s and payer specific Compliance Policies.
- Administer and monitor quality assurance programs to ensure patient satisfaction with Clinic services.
- Oversee patient follow-up and Patient Evaluation Clinic programs.
- Provide or oversee timely reporting of key statistics to market and division management for sales, revenue, cash and patient flow.
- Oversee Hanger’s internal control policies to ensure proper handling of cash receipts, including billing system data entry and bank deposits.
- Ensure accurate and timely reporting of Clinic employee hours to Payroll Department.
- Coordinate scheduling of practitioner schedules to ensure proper coverage of patient appointments and out-of-office calls.
- Conduct inventory activities with the Inventory Coordinator by reconciling items currently in use by clinicians to items in the inventory system, counting inventory and data entry of inventory counts.
- Fill in for Office Administrator, perform other duties or special projects as assigned.
- Requires 5 years administrative experience with at least 3 years in healthcare billing/collections experience.
- Minimum 2 years successfully functioning in the role of Senior Office Administrator or an equivalent position required.
- Associate degree or equivalent combination of education and experience required.
- Courses or relevant experience in bookkeeping or accounting required.
- Minimum of 3 years’ experience in Orthotics and Prosthetics (O&P) billing preferred.
NO PHONE CALLS/ WALK-INS - In an effort to maintain our highest level of customer service to our patients, no phone calls or walk-ins from prospective candidates, recruiters, staffing agencies or contractors will be accepted by the local Hanger Clinic. Please respect our policy. Any necessary inquiries should contact our corporate Talent Acquisition department.
- Strong interpersonal, oral (including telephone) and written communication skills, including the ability to follow written and verbal directions. While performing this position, working with a diverse population in multicultural settings, there will be large amounts of communication (oral and written) including but not limited to clinicians, patients, physicians, physician’s office representatives, other staff members (field associates, managers, directors) and/or business representatives.
- Excellent ability to work with physically challenged individuals.
- Resourceful and flexible team player, with excellent customer service skills, who excels at building trusting relationships with patients, referral sources and colleagues.
- Strong knowledge of state, federal, and regional collection and reimbursement laws, HIPAA and other medical insurance regulations, including medical reimbursement, and terminology for private payer, state and federal plans including coding, billing/accounts receivable, cash collections principles and reimbursement protocols. The ability to train/coach others in these skills.
- Excellent organizational skills including the ability to organize, prioritize, and manage multiple projects and meet deadlines in a changing environment.
- Proficiency in basic math and accounting skills.
- Strong supervisory skills with the ability to identify and solve problems, manage conflict resolution, train and coach others.
- Expert computer skills, including Windows based office technologies (ex. Word, Excel, PowerPoint), email and computerized billing systems. The ability to train/coach others in these skills.
- Ability to use all necessary office equipment, facsimile machines, calculator, postage machine, copiers, etc. The ability to train/coach others in these skills.
- Ability to key 50 words per minute preferred
- Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
- Keep the patient at the center of everything that you do, building lifelong trust.
- Foster open collaboration and constructive dialogue with everyone around you.
- Continuously innovate new solutions, influencing and responding to change.
- Focus on superior outcomes, and calibrate work processes for outstanding results.
Employees working at least 20 hours per week are eligible for the following benefits:
- Competitive Pay
- Health Insurance
- Dental Insurance
- Vision Insurance
- 8 Paid Holidays per Year
- Paid Vacation Time Off
- Paid Sick Time Off
- 8 hours of paid time to volunteer in your community
- Floating Holiday
- Life Insurance
- Medical Flex Spend Account
- Dependent Care Flex Spend Account
- Free employee assistance program
- 401(k)
- Full-time employees are also eligible for short-term and long-term disability insurance
Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.
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