Position Summary: The primary responsibility of this position is to oversee the staff responsible for ensuring all insurance and pre-collection requirements are met prior to a patient’s surgical and/or office procedures and to inform patients of their financial responsibility including establishing payment plans as necessary.

Responsibilities/Accountabilities:

Department:

1. Plans and supervises financial counseling staff daily activities. The position is that of a working supervisor. Therefore, serving as an A/R Financial Counselor when needed is expected, including travel as required to various Orthopedic One locations.
2. Schedules associates to ensure on-site coverage needs are met.
3. Develops workflow assignments to ensure patient account collection policies are met, e.g. direct patient contact is made on account balances based on established intervals.
4. Works with operations leadership in various locations to ensure operational staff such as front desk team members have necessary patient account support to collect patient balances and answer patient and staff policy and procedure questions.
5. Oversees and/or completes workflow competency reviews.
6. Develops and implements new procedures to improve the quality and quantity of work processed.
7. Maintains knowledge of medical billing and coding procedures and complies with established government, insurance and third-party payer regulations.
8. Provides support to Manager, Financial Counseling, Customer Service and Collections as assigned.

Staff Selection and Performance Management:

1. Works with HR to interview and select staff and timely completion of related documentation.
2. With HR Support, ensures performance appraisals define and measure a high level of work performance.
3. Completes introductory and annual performance appraisals based on observed behaviors and work outcomes supported by appropriate documentation.
4. Works to understand how staff are motivated and balance the needs of the organization and the individual. Sets expectations and rewards staff or achieving desired performance.
5. Initiates coaching, disciplinary action, and performance improvement planning to address violations of policy and/or poor performance.
6. Facilitates conflict resolution with staff with support as required based on circumstances.

Orient and Train Staff:

1. Orients new staff, ensuring they know the purpose of the organization, their department and position.
2. Ensures that employees have resources, tools, feedback, assistance and training needed to achieve desired performance including productivity and qualitative expectations.
3. Provides effective and timely on-the-job training such that performance objectives are clear, staff members have knowledge and skills necessary to perform effectively.
4. Builds learning into work performed such that staff gains increasing understanding of how and why work is performed.
5. Instruction and information provided to staff results in complete understanding.
6. Educates staff on all applicable new or established policies, procedures, and expectations.

Leadership:

1. Supports the mission, vision, values and code of conduct, goals and objectives of Orthopedic One.
2. Proactively reviews metrics important to the department workflow including work volume, customer satisfaction measures, etc. and makes recommendations to modify schedules, staff hours/staffing levels, and workflows to maintain productivity, quality, and accuracy.
3. Decisions, including those pertaining to staff, reflect complete and accurate analysis of relevant issues (past practices, work history, individual and group performance, department and company needs, consistency, fairness, regulatory or legal concerns, etc.).
4. Adheres to and administers company policies consistently and fairly in all matters (Employee Handbook, P&P, Risk, etc.).
5. Manages time and attendance to ensure employees are paid accurately and consistently based on company practices and policies.
6. Maintains department schedule/calendar and provides timely response to PTO requests.
7. Submits reports/documents to appropriate parties in a complete, accurate and timely fashion (Personnel Action Notice, expense reports, etc.).
8. Promotes and supports an environment in which staff members engage in appropriate professional development, continuing education and lifelong learning opportunities.

Professional Development:

1. Prepares appropriately to attend and participate in company meetings or projects as assigned.
2. Facilitates special projects or assignments at the request of management.
3. Attends to own professional development responsibilities and encourages/plans for staff to do the same.

Teamwork:

1. Works cooperatively with coworkers, providers, and management.
2. Shares knowledge and insights with co-workers in a constructive manner.
3. Willingly provides coverage to department, staying beyond scheduled ending time when clinic schedule demands it, volunteering to cover time off or unexpected absences, maintaining workflow in department without direct supervision.
4. Addresses conflicts with person directly before involving manager or uninvolved peers.
5. Is considerate of others with regard to taking breaks or meal periods, use of computer and telephone, and noise in department.

Education, Experience, and Certification/Licensure Required:

High school diploma/GED is required. The applicant must have a minimum of three years of experience working in a medical business office setting, including A/R, patient accounting, managed care, and/or billing and collections work. Previous supervisory experience is strongly preferred. Previous experience with Microsoft Office Suite and EMR desired.