Supervisor, Customer Service & Patient Collections (Shared Serv Ctr)

Boston Children's Hospital; Westwood (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

Boston Children's Hospital is seeking a Supervisor for Customer Service to oversee daily operations within the Shared Service Center. This hybrid position requires experience in customer service management and knowledge of healthcare billing regulations. Join a team dedicated to providing quality care and enhancing the patient experience through effective communication and leadership.

Benefits

Flexible schedules

Affordable health, vision and dental insurance

Childcare and student loan subsidies

Generous levels of time off

403(b) Retirement Savings plan

Pension

Tuition reimbursement

Cell phone plan discounts

Qualifications

• 4 years of relevant experience required.
• Previous supervisory experience preferred.
• High school diploma or GED required.

Responsibilities

• Supervise daily operations of customer service communications.
• Monitor productivity and quality assurance metrics.
• Establish relationships with payer organizations.

Skills

Communication

Leadership

Knowledge of payer rules and regulations

Process improvement

Education

High school diploma or GED

Tools

EPIC

Job description

Job Posting Description

At Boston Children's Hospital, the quality of our care - and our inclusive hospital working environment - lies in the diversity of our people. With patients from local communities and 160 countries around the world, we're committed to reflecting the spectrum of their cultures, while opening doors of opportunity for our team. Here, different talents pursue common goals. Voices are heard and ideas are shared. Join us, and discover how your unique contributions can change lives. Yours included.

Position Summary:
This position supervises the daily operations of Inbound and Outbound Customer Service communication within the Shared Service Center as it relates to hospital and professional billing. This is a hybrid position based in our Westwood office and will require an onsite presence of 1-2 days per week after training.

Key Responsibilities:

• Organizes and supervises the daily activities of assigned staff through daily work assignments, productivity measuring and quality assurance review. Oversees and manage productivity requirements and quality assurance metrics for assigned work, communicating effectively the expectations to assigned staff, with monitoring/measuring on a daily, weekly, and monthly basis.
• Maintains a thorough knowledge of payer rules, regulations, policies, and procedures relative to assigned function/area. Assist in development and updates departmental procedures to accommodate payer specific requirements and to expedite payment.
• Establish and fosters professional relationships with representatives of payer organizations to facilitate appeals of payer decisions; interpret regulation or policy; gather information pertinent to current or proposed developments.
• Works closely with manager, peers and leadership, sharing critical information and statistical data, and developing strategies that will enhance the functional areas performance and human resources.
• Collaborates with internal resources to facilitate process improvement policies and procedures for the physician billing department. Maintains compliance with the hospital's billing policies and procedures. Assists and participates with representatives of the Technology team and other hospital departments to ensure that systems meet payer and regulatory billing requirements.
• Monitors daily Statement Generation, Bad Debt Adjudication and Collection Agency activity to ensure compliance with Credit & Collection Policy and regulatory requirements.

Minimum Qualifications
Education:

• High school diploma or GED required.

Experience:

• 4 years of relevant experience required. Previous supervisory experience preferred.
• Previous EPIC experience preferred.

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.

Boston Children's Hospital requires all employees to be vaccinated against COVID-19 and Flu, (unless you are eligible for a medical or religious exemption).

Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.