Cook Children's Healthcare Fort Worth , TX 76102
The Customer Service Supervisor is responsible for direct supervision of the Customer Service Department for hospital and professional billing across the health system. Supports customer service daily operations that include bad debt management, bankruptcy/legal, and financial assistance, directing and managing all activities associated with the call center operations, developing and implementing policies and procedures, establishing a process improvement workflow to enhance efficiency and effectiveness of operations, and ensuring productivity targets and quality metrics are met and/or exceeded by staff.
Serves as a subject matter expert on patient resolution and acts as a first or second escalation point for conversations with difficult customers who request a manager or director. Provides education and training to staff. Performs quality assurance checks by analyzing employees' workload and facilitates process improvement as it relates to Customer Service and Financial Assistance.
This position require the use of independent judgement and decision-making. Work situations require strong analytical skills, fact-finding, problem solving, and leadership.
The Cook Children's Cash Management, Customer Service and Document Control departments function as a part of a Single Billing Office (SBO) that supports all of Cook Children's Health Care System. The ultimate goal of the SBO is to integrate customer service and self-pay collection activities across Cook Children's Medical Center and Cook Children's Physician Network, providing a single point of contact, a single patient billing statement and increased transparency to guarantors thereby improving the patient collection process and patient experience.
Education and Experience
Minimum: High school diploma or equivalent. 3 years of experience working in customer service and/or healthcare related field. 2 years in a lead worker position or proven supervisory experience.
Excellent human relations skills. Ability to type, spell, write or print legibly with accurate data entry skills and use computer and other office equipment.
Preferred: Associates Degree with 3 years of experience working in customer service and/or healthcare related field. 2 years in a lead worker position or proven supervisory experience.
Excellent human relations skills. Ability to type, spell, write or print legibly with accurate data entry skills. Proficient computer skills, including MS Office (Word, Excel) and other document imaging systems.
Knowledge of Epic Systems and/or OnBase. Working knowledge of professional and hospital billing and follow-up preferred.
Cook Children's is an EOE/AA - Minority/Females/Disability/Vet