General Description full-time position with Physicians Billing Service; 37.5 hours per week; Monday - Friday
Responsible for managing incoming calls from patients, insurance companies, departmental production units, clinics and other affiliated areas of Johns Hopkins Medicine. Monitor ACD Telephone System and utilize reports to help forecast appropriate telephone coverage. Maintain and monitor patient complaints and written inquiries in a timely and accurate manner. This includes the training and supervision of staff responsible for receiving and responding to written and verbal inquiries. Participate in developing new procedures and updating existing procedures. Promote collegial and team participation in support of university and departmental goals; will take initiative in identifying areas of improvement and make recommendations and coordinate actions to bring about improvements; and will work closely with managers and staff to foster a harmonious culture that supports job retention and career growth. Strict confidentiality of patient information including charges, treatment plans and diagnosis will be maintained following HIPAA guidelines.
Interview, make recommendations for staff hires, schedules orientation for new staff members, schedule and assign work, train staff following the MAGIC Program guidelines to incorporate high level service standards that encourage an atmosphere of consistently great customer service for our patients and our staff, document disciplinary action, maintain time sheets and make recommendations for staff suspension/termination. Coordinate office services such as purchasing, payroll, records control and other administrative activities. Assist in controlling expenditures as well as exercising discretion and judgment in the resolution of day-to-day problems. Interpret, implement, monitor and refine established policies and procedures following HIPAA guidelines. Supervise daily operation of Customer Service Unit and staff, i.e. prioritizing staff activities, providing training, compiling information for reports and making operational decisions when necessary. Oversee incoming calls and correspondence for all of the School of Medicine departments from patients, insurance companies, departmental staff, clinics and other affiliated areas of Johns Hopkins Medicine. Identify and adjudicate complex billing inquiries for irate patients following JHU policies and procedures, and provide verbal and written responses relative to their resolution.
Oversee resolution of patient inquiries for departments within Johns Hopkins University i.e. PIDR (Patient Inquiry Database Report). Oversee and coordinate reporting of Medicare Fraud/Identity Theft and Quality of Care issues. Act as liaison for JHU Patient Relations, production units, administrative offices and other internal and external sources to provide timely and accurate resolution of patient complaints. Communicate with patients, physicians, insurance companies, and departments and assist with resolving high level patient complaints received through the JHU Dean's Office, JHH President's Office and JHU President's Office, etc. Log and maintain a file of all written complaints, inquiries, correspondence and other tasks and provide daily, weekly and/or monthly volume and productivity reports for review and analysis. Monitor incoming calls and agent activity on the customer service ACD telephone system and maintain CPA abandoned rate goals. Assist walk-in patients with account issues. Coordinate with International Services to assist foreign speaking patients, reviews bill and submits for payment. Review donor charges for transplants and bone marrow patients to assure accuracy.
Oversee the following:
- self-pay TES work files
- MA/MCO eligibility updates
- payment processing for Remote Medical Second Opinion Program
- E-statement web site user edits, access issues and report issues.
- W9 requests and 1099 forms from payers
- statement & postage payments and tracks activity
Perform audits on monthly productivity and quality. Provide back up support for Trauma Processing Specialist when necessary. Provide back-up support for Quality Assurance supervisor for oversight of the unit. Manage effective utilization of resources and staff and recommends methods to improve productivity. Coordinate monthly individual and/or staff meetings. Provide support and/or coaching to staff to help develop long and short term goals for department and employee.
Perform other duties as required.