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

Boston Children’s Hospital; Westwood (MA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Join Boston Children's Hospital as a Customer Service Supervisor in a hybrid role, requiring onsite presence 1-2 days per week. Oversee daily operations of customer service, ensure compliance with billing policies and procedures, and lead a dedicated team to enhance performance. The ideal candidate will have significant supervisory experience and familiarity with EPIC to manage workflows effectively.

Benefits

Flexible schedules

Affordable health, vision, and dental insurance

Childcare subsidies

Student loan subsidies

Generous levels of time off

403(b) Retirement Savings plan

Pension plan

Tuition reimbursement

Cell phone plan discounts

Discounted rates on T-passes

Qualifications

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

Responsibilities

• Organizes and supervises daily activities of assigned staff.
• Maintains knowledge of payer rules, regulations, and policies.
• Collaborates on process improvement policies for billing.

Skills

Supervision

Communication

Knowledge of Payer Rules

Process Improvement

Education

High School Diploma or GED

Tools

EPIC

Job description

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.