Supervisor, Patient Financial Services

The purpose of the Patient Financial Services department is to secure reimbursement for services rendered to uninsured and/or underinsured patients by assisting individuals in accessing and/or applying for Medicaid or other Federal or State assistance programs identifying any other forms of sponsorship for which they may qualify and assisting newly qualified patients in navigating access to healthcare. This team is responsible for

assisting patients with OHSU Financial Assistance applications including review of income and assetverification in order to determine any approved financial assistance for OHSU Hillsboro Medical Center andAdventist Portland services. These teams works collaboratively with social work case management andfront and back end revenue cycle departments across the health system.

The purpose of the Patient Financial Services Supervisor position is to support the Oregon Health & Sciences University mission of providing high quality compassionate and respectful health care to our patients. This position provides direct staff supervision for Financial Specialists located downtown. The Patient Financial Services Supervisor directs daily operations including planning/assigning duties coordinating staffing issues

and daytoday problem solving. They work in conjunction with the Department Manager to ensure overall

compliance with departmental and OHSU quality standards patient service and performance expectations as

well as state regulatory requirements. This position must maintain current knowledge of Medicaid program

eligibility as well as enrollment criteria for other state and federal programs. The Patient Financial Services

Supervisor serves as subject matter expert in developing and enhancing training for all staff within the

department as well as any departments that refer patients for services. This position reports to the Patient

Financial Services Manager.

Personnel Management

• Directly supervise department financial specialist staff including interviewing hiring orientation work assignment ongoing feedbackand/training performance monitoring and counseling.
• Monitor staff activity for accuracy competency effectiveness and conformance to individual performance standards OHSU corecompetencies and compliance with department and OHSU policies.
• Assure all initial and ongoing training orientation staff meeting attendance and in service requirements are met.
• Conducts initial performance assessments and annual GROW conversations. Develop corrective action plans as needed.
• Monitor staff attendance and appropriate utilization of leave accruals. Ensure appropriate use of KRONOS system by department staff.
• In conjunction with other Patient Financial Services leadership identify developmental needs of staff individually and department widecoordinate training and develop inservices to meet these needs.

Operations Management

• Measure quality indicators to ensure staff provide high quality customer service to both external customers and internal customers. Measuresfor staff include prompt and professional communication efforts facetoface customer contact skills appropriate problem solving skillsfacility with available information technology standard complaintprocessing and skills in providing coverage for departments internalservice needs.
• Maintain skills in processing of financial applications and knowledge of practice and ancillary operations integrated care andtelecommunications. Serve as a subject matter expert in developing andenhancing training for all staff who complete Medicaid screening andapplications or process patient financial discount applications.
• Serves as subject matter expert on external financial screening tool that staff utilize and serve as point of contact for trouble shooting issues andinitiating changes and updates.
• Utilize reports for ongoing feedback and training opportunities for staff.
• Triage and resolve or forward patient complaints to appropriate department. Communicate directly with patients OHSU management staff internal physicians community physicians agency staff insurance representatives and others who have encountered difficulty in accessing health care at OHSU.
• Responsible to carry out job duties in an ethical effective and professional manner report potential compliance problems using the reporting process as outlined in the Code of Conduct model ethical and appropriate behavior professional standards compliance and personal integrity. Participate in compliance training programs. Understand and comply with the Code of Conduct OHSU and departmental polices and procedures applicable rules and regulations.
• In conjunction with the Patient Financial Services Manager monitor departmental compliance with government professional and internal regulations including DNV CMS OHSU Compliance and OHSU labor unions. Develop and/or update policies and procedures to meet objectives as needed.
• Participate on committees and quality improvement projects as requested.
• Review and update internal department procedures. Make recommendations for new procedures to department manager.

Other duties as assigned

Education:

• Associate degree or combination of education and experience.

Experience:

• Must have a minimum of five years progressively responsible experience in a healthcare organization with a demonstrated knowledge of Medicaid and financial assistance eligibility in a position that included front end revenue cycle patient contact.
• Must have a minimum of three years of recent experience in determining Medicaid eligibility financial assistance eligbility or other assistance programs.

Job Related KnowledgeSkills and Abilities(Competencies):

• Computer skills including word processing Windows applications and use of database software Excel.
• Excellent verbal and written communications skills.
• Strong customer service orientation and experience.
• Personnel management skills
• Analytical skills.
• Demonstrate proven successful performance at prior positions outstanding verbal and written communication customerfocus and problem solving skills.

Education:

• Bachelors preferred in related field

Experience:

• Recent experience with Oregon Medicaid eligibility screening
• Two or more years experience in a supervisory role with demonstrated effectiveness in daily operations and personnel management in a union environment. This experience would include hiring work assignments performance assessment counseling and mentoring of staff.

Variable hours to meet the needs of the department. Staff are located in downtown Portland in addition to

remote workers. Work hours are typically Monday through Friday days.