Fbo Supervisor - Business Office (3147 S. 17Th) - Full Time

About Wilmington Health

Since 1971, Wilmington Health has been committed to the care and health of our community in Wilmington as well as all of Southeastern North Carolina. Wilmington Health is structured as a multi-specialty medical practice with primary care providers integrated into the system. In this way, Wilmington Health is able to provide a comprehensive and coordinated approach to the care of all our patients. Wilmington Health is committed to using collaborative, evidence-based medicine in providing the highest quality of care to the patients we serve.

Purpose:

The Central Business Office (CBO) Supervisor is responsible for the day-to-day oversight of CBO staff, performing essential personnel duties and working closely with the CBO Director and CBO support staff to develop, implement, and enforce efficient protocols to meet or exceed established performance measures.

Essential Duties/Responsibilities:

• Provides general oversight and support to staff.
• Reviews and approves time off requests based on established department protocols.
• Reviews and approves time cards for hourly staff based on established department and Wilmington Health protocols.
• Handles or assists with patient complaints and problems concerning billing.
• Acts as a resource to Wilmington Health Divisions to assist with resolving Provider revenue concerns.
• Monitors and measures departmental outcomes in comparison to Team and Pillar Goals, and identifies barriers, implementing solutions when desired outcomes are not achieved.
• Holds direct reports accountable for meeting or exceeding quality standards and goals, continues improvement towards superiority in revenue cycle performance as well as achieving excellent patient satisfaction.
• Meets regularly with staff, maintaining consistent communication regarding performance, to ensure proactive and timely issue resolution.
• Works collaboratively with and supports efforts of staff.
• Levies disciplinary actions as appropriate, working closely with Director and Human Resources, and following established Wilmington Health policies and procedures.
• Monitors and reports team performance to Director on a consistent basis.
• Reports the status of performance improvement initiatives, efforts and impacts to Director, including any barriers to success and resolution efforts underway, requesting Director assistance as appropriate.
• Produces and delivers staff performance evaluations and reviews with Director.
• Develops policies and action plans for department that ensure talent development (recruitment, retention, staff learning and development, satisfaction, and well-being).
• Ensures that appropriate protocols are in place to provide safe, efficient, and customer-oriented service to all internal and external customers.
• Responsible for timely follow-up, accessibility, and appropriate responsiveness to internal and external customers.
• Maintains effective relationships with all Wilmington Health departments.
• Understands the billing needs of each Division and applies knowledge to ensure Team goals are in line to meet or exceed the Division needs.
• Provides proactive, routine feedback and solutions, if needed, regarding Provider performance, trends, concerns, etc. to Director.
• Accountable for fostering an environment that encourages innovation, continuous improvement, and growth.
• Monitors industry standards for work routines, measures of role-specific effectiveness and target outcomes for all functions including benchmark comparison where appropriate.
• Creates, implements, maintains and enforces written protocols.
• Implements quality control measures across all functions.
• Supports a culture of continuous process improvement through short and long-term process improvement initiatives.
• Analyzes all assigned area of operations for potential process improvement opportunities and creates recommendations for process, system, procedure and operational changes to improve the revenue cycle through the elimination of waste and rework with the goal being to increase value for the patient and Wilmington Health.
• Manages process improvement efforts and/or acts as a resource for those efforts, using accepted methodologies and tools to achieve desired, sustainable project goals and business outcomes.
• Accountable for establishing consistency across the department as changes in processes, tools, and overall protocols are developed, ensuring a focus on continued departmental integration and overall organization benefit.
• Manages the creation of tools, work drivers, and automation of revenue cycle functions to increase efficiency and standardization of processes, with an emphasis on timeliness, automation, and accuracy of collections. Successfully implements and monitors the effectiveness of these tools against targeted goals for increasing accuracy, communication, and cash flow as well as the patient experience.
• Maintains confidentiality and protects sensitive data at all times.
• Meets highest compliance standards for all Federal and State regulations, including but not limited to, HIPAA, HITECH, Privacy, False Claims Act, etc.
• Adheres to and models core values as well as organizational and department-specific policies and procedures.
• Maintains a working knowledge of Federal, State, and Local billing requirements through regular attendance at educational seminars as well as self-directed reading of industry literature.
• Assists with new upgrades of and changes to, and testing on, practice management and related systems.
• Work closely with Director and other support staff to successfully onboard new employees to the CBO, new Providers into WH and, where applicable, new clients into organization.

Other Duties:

• Other duties as assigned.

Qualifications: High school or equivalent

Required:

• 3-5 years healthcare billing experience
  1-2 years supervisory experience

Wilmington Health is an Equal Opportunity Employer committed to providing equal opportunities to all applicants and employees. We are committed to treating everyone equally with respect regardless of race, age, sex, religion, national origin, citizenship, marital status, veteran’s status, sexual preference, disability, genetic information, or any other class protected under state or federal law.

ADA Physical Demands:

Rarely (Less than .5 hrs/day) Occasionally (0.6 – 2.5 hrs/day) Frequently (2.6 – 5.5 hrs/day) Continuously (5.6 – 8.0 hrs/day)

Physical Demand

Required?

Frequency

Standing

Rarely

Sitting

Frequently

Walking

Occasionally

Kneeling/Crouching

Lifting

Competencies

General

• To perform the job successfully, an individual should demonstrate the following competencies:
• Customer Service – Maintains courtesy and diplomacy with all internal and external customers. Makes self available to respond to customer needs. Prevents unnecessary delays for customers. When necessary, communicates appropriate information to the customer effectively and accurately. Listens effectively. Seeks closure in resolving customer concerns.
• Professionalism/Integrity/Responsibility – Takes responsibility and holds oneself accountable. Displays appropriate work attire, nonverbal messages and office etiquette for the position. Demonstrates flexibility and commitment to professional growth. Has a positive attitude toward his/her work. Promotes respect, honesty, integrity, and fairness to all. Maintains confidentiality regarding patient, business, and employment information. Adheres to organization policies and procedures regarding the Health Insurance Portability and Accountability Act (HIPAA).
• Teamwork/Process Focus – Understands that all parts of the organization must work together. Integrates own activities with the larger group to support the clinic’s objective of providing seamless service to our patients throughout the organization. Voluntarily gives and receives help. Values contributions made by others. Is able to function in a joint cooperative manner while supporting the clinic’s and departmental plans, programs, policies, procedures, and other team members.
• Dependability/Punctuality – Demonstrates thoroughness in following through on assignments and instructions in a reliable, trustworthy and timely manner. Meets commitments. Adheres to the attendance policy and work schedules. Follows call-in and approval procedure for time off.
• Interpersonal Relationships/Communication – Displays the ability to express ideas clearly, concisely and effectively, both orally and in writing, up, down, and across the organization. Listens well, shares work related information, tolerant of others’ work styles. Ability to work with others in a courteous and effective manner. Exercises authority or the response to criticism in a tactful manner, Interacts and co-operates with others to ensure the clinic’s objectives and goals are met. Resolves conflicts effectively. Promotes departmental teamwork and interdepartmental teamwork. Interacts effectively with supervisor.
• Judgment/Decision Making/Problem Solving – Shows ability to clearly isolate and define problem areas. Considers alternatives and consequences before making decisions. Participates constructively in group problem solving. Presents problems, but suggests timely and practical solutions by using independent thought, originality, and reason. Prioritizes work appropriately.
• Quality/Quantity – Consistently high standard of work while maintaining daily workflow. Work produced by the employee is thorough, accurate, and neat. Displays the ability to work under pressure and learns from previous mistakes.
• Initiative – Demonstrates willingness to make significant contributions with little direction, to be involved in new initiatives and to attempt non-routine jobs and tasks. Displays energy, enthusiasm, ingenuity and versatility. Offers suggestions to solve problems or improve operations. Exercises independent actions within limits of authority.
• Safety and Housekeeping – Observes safety and health regulations; adheres to OSHA guidelines. Adheres to the organization’s Exposure Control Plan and guidelines regarding risk of exposure to bloodborne pathogens. Ensures that a safe work environment is maintained and that work areas are free from hazards. Recognizes and reports any unsafe work practices and/or hazardous conditions to supervisor. Is aware of location of material data sheets and refers to them when necessary. Follows proper procedures on accident reporting. Promotes a professional work environment by maintaining a neat orderly work area free of food and inappropriate visual or written messages.
• Organizational Skills/Time Management – Uses time efficiently in planning, anticipating, and responding. Strives to do things more efficiently. Completes tasks in a timely manner. Keeps supervisor informed of changes in workload.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Department Specific

• Revenue Cycle Management – maximizes cash flow while maintaining and improving internal and external customer relations; provides root cause analysis for identified barriers; creates written processes resulting in improved workflow; constructively contributes to a cross-functional revenue cycle team.
• Gap Analysis-Gap Closure-Sustainability – identifies gaps between ideal state and current state; initiates and constructively participates in efforts to effectively close the gap; continues to hold Team accountable for sustained and continued improvement