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Description

As the Hospital Customer Service Self-Pay Supervisor, you will be responsible for leading a team within a call center, focusing on Guarantor billing and collections, escalations, self-pay credits and refunds, and bad debt vendor management. You will:

+ Oversee daily operations of the call center team, ensuring efficient handling of tasks related to billing, collections, and customer service.

+ Monitor and manage designated work queues, including SP Aging and SP Credits, VCC Phone System KPIs, Payment Plan status, Patient Escalations, Staff Productivity, and Quality Review.

+ Assist in managing outsourcing relationships with relevant vendors, agencies, and telecommunication providers.

+ Assign work based on directives from the Manager on a daily, weekly, and monthly basis.

+ Review staff work for accuracy and completeness, providing feedback using our Quality Review process

+ Ensure the timely and accurate handling of self-pay refunds and the resolution of patient credit balances

Salary Range: $68,800-$141,000

Qualifications

We're seeking a leader with:

+ Bachelor's degree in a related area and/or equivalent experience and training, required

+ Five or more years of experience in billing and collections, required

+ Supervisory experience, highly desired

+ Proficiency in medical and insurance terminology, billing, and/or collections internal procedures and external regulations

+ Strong quality customer service skills and interpersonal skills

+ Thorough knowledge and understanding of electronic health record system (EPIC)

+ Proficiency in all relevant computer software

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.