CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

Oversees daily operations of PFS Customer Service and Financial Counseling for the System CBO.  Ensures efficient and effective department operations by managing employee and ,client relations, and vendor relations and guiding and coaching staff to achieve operational goals in all areas. May perform administrative and financial tasks as assigned by the Manager of PFS (Shared Services).

The following are representative of the duties and responsibilities the Patient Financial Services Supervisor is expected to perform while exemplifying the values of CommonSpirit Health (CSH). 

• Establishes and maintains a system that ensures Customer Service processes are handled in a timely, effective and efficient manner.
• Develops, implements and maintains operating practices according to hospital CSH objectives and within established time frames.
• Ensures demographic, financial and billing information is accurately collected during interactions with the public.
• Ensures HIPAA consents and pertinent information is always obtained.
• Consistently follows up on necessary actions to correct data collection errors or issues.
• Monitors patient complaints to ensure timely resolution.
• Prepares and maintains the monthly department staff schedule to ensure necessary coverage and makes changes and adjustments, as necessary; ensures PTO is entered into the scheduling and/or payroll system as required.
• Coordinates staff members' assignments, distributes workload and follows up to ensure daily operational requirements and tasks are completed.
• Enforces business practices in charity care programs, bankruptcy laws and customer communication.
• Maintains a good working relationship with physician offices and community members.
• Coordinates training programs designed to maximize the knowledge and professionalism of department personnel.
• Supervises the orientation of new employees and the ongoing training and development of all personnel in the department to ensure competency.
• Monitors the performance of department personnel and recommends corrective measures and opportunities for improvement as needed.
• Provides regular feedback to the Patient Financial Services Manager on employee progress including, but not limited to, an initial 90-day and annual written review of all employees.
• Provides ongoing guidance and coaching to staff utilizing the principles of Interaction Management.
• Assumes responsibility for the department, in the absence of the manager or director.

• Develops and administers measurable performance objectives related to the quality of Patient Financial Services activities.
• Directs and/or participates in inter-departmental Task Forces and other committees as required.
• Maintains relevant statistical information to assist in performance indicators, regulatory and other departmental needs.

Minimum Qualifications:

• High School diploma or equivalent; Associate’s degree preferred.
• Three years of experience in business processes i.e. physician office, Patient Financial Services, Patient Accounting, Patient Scheduling or Admitting
• One year of leadership/supervisory experience.
• Must be familiar with all types of healthcare business office activities and processes, including, but not limited to, Admitting, Pre-admitting, Insurance Verification, Billing, Collection, Cash Management and Customer Service.
• Knowledge of third party payer requirements including federal, state and private health care plans and authorization processes.
• Must possess the personal characteristics of professionalism, credibility and commitment to high standards.
• Excellent communication, interpersonal, public relations, leadership and team-building skills.
• Must be a self-starter who is accountable and requires minimal direction and supervision.
• Must be creative, flexible, open to new ideas and able to adapt to change quickly and smoothly.
• Advanced computer literacy and proficiency in Microsoft Windows and Microsoft Office (Outlook, Word, Excel).
• Cerner Electronic Medical Record (EMR) experience preferred; knowledge of system maintenance related directly to Patient Financial Services application preferred.