Support Services Director

Support Services Director: F/T position is responsible for coordinating the day-to-day activities and supervision of billing and collections, call center, and patient documents. These duties include all aspects of the revenue cycle: Patient account medical coding, billing for all third party payers and self-pay, posting of payments and adjustments. This position will also support front line customer service calls and oversight of the Electronic Medical Records document processing. The Support Services Director has authority to hire, discipline, and terminate employees or to make recommendations/decisions that are important to the success of the departments and the organization. The Support Services Director exercises discretion and independent judgment in substantial or important matters.

ESSENTIAL FUNCTIONS:

1. Manages all aspects of the revenue cycle; Patient account medical coding, billing for all third party payers and self-pay, posting of payments and adjustments.. Must provide in-depth supervision of billing, invoicing, arranging payment methods, overseeing collections, accounts receivable and provides accurate input for financial statements.

2. Collaborates with the Finance Director and clinical personnel to develop, utilize and regularly update CHC billing and collection policies and procedures to ensure that all billing practices are effective, efficient and standardized in all the clinics throughout Community Health Centers. Responsible for maintaining CHC procedures regarding support services that provide training and reference materials for personnel.

3. Collaborates with the Finance Director to develop and utilize performance measures to access and monitor the effectiveness and efficiency of the billing and collection processes, phone metrics, and patient document efficiencies. When problems are identified, takes corrective action and reports results to the Finance Director.

4. Develops a process for maintaining CHC’s fee schedules and charge capture documents for changes in medical CPT codes (Current Procedural Terminology), ICD-10 (International Classification of Diseases), or services provided by CHC.

5. Develops, utilizes and regularly updates a formal training program for all personnel regarding CHC’s support services. This program should provide training tailored to each category of employee that have job responsibilities that directly affect the organization (e.g., front-desk staff, Clinical Care Coordinators, Providers, Greeters, billing and collection staff).

6. Maintains productive relationships with operations and clinical personnel throughout CHC. Specifically, holds monthly coordination meetings to help drive quality improvement efforts, including billing procedures, phone service procedures and patient document developments.

7. Maintains productive relationships with vendors who provide support for CHC’s support services systems. Sends, tracks and follows-up with help calls to ensure issues are resolved in a timely manner. Reports concerns of vendor responsiveness to the Finance Director.

8. Maintains productive relationships with insurance companies and stays abreast of internal and external issues that could slow down collections (i.e. new insurance plans, new network providers, reference services, and new providers).

9. Maintains productive relationships with collection agencies and monitors (a) the effectiveness of their collection efforts and (b) that their collection efforts are consistent with CHC’s charitable mission. Assists the Finance Director in identifying patient accounts to be transferred to a collection agency.

10. Retrieves data from MIS & Recording system so decisions are made in accordance with best practices with a patient emphasis.

11. Oversees and maintains patient documents processing in the electronic medical records.

12. Safely stores and retrieves CHC patient records in accordance with CHC policies and procedures and HIPAA laws

13. Provides daily supervisory support to the support services department.

14. Performs other related duties as assigned.

QUALIFICATIONS:

• A knowledge of and previous experience in working with the health care and social problems of the medically underserved populations is preferred.
• Minimum of five years of progressive experience in billing accounts receivables, CPT and ICD-10 Coding, medical billing systems and related supervision activities.
• Demonstrated ability and commitment to the principles of accountability, quality improvement, goal setting and monitoring.
• Lean Six Sigma Certification is preferred.
• Demonstrated ability and commitment to the principles of effective staff supervision.
• Demonstrated ability to work with numerous simultaneous tasks.
• Demonstrated ability to effectively communicate with all levels of staff personnel and management.
• Bachelor’s Degree in Health Care Administration, Business Administration or related area, or an equivalent number of years of prior experience in health care management is preferred.

EVALUATION:

An objective performance review is required at least once every three years. The Finance Director shall establish with the Support Services Director a work plan/timetable of appropriate goals/objectives to be used as a performance evaluation tool for this review. On a timely basis, the Finance Director shall communicate the results of the review to the Human Resources Director, who in turn will report these results to appropriate administrative personnel.