Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Supervisor, Client Services Operations Support - Healthcare
Job Code:2020-50-2-004
Location:Lathrop, CA
Status:Regular Full Time
  
Responsibilities:
The Supervisor, Client Services Operations Support - Healthcare, supervises daily operations and a team of support operations representatives and/or healthcare billing reclamation specialists to ensure operations and client support requirements are met timely and with high quality to meet business needs.  Oversees the daily department production activity and supervises department workflow.  Assists in the development of best practices, and is responsible for ensuring that flow-down of changes in client, internal and/or regulatory requirements are implemented accordingly.  Responsible for staff supervision, monitoring workflow, and ensuring team is meeting business needs, as well as handles escalated process issues, and delivers training. 

Essential Duties:
-Ensures smooth workflow for successful completion of processing, verification, inquiry response, and other internal and client support activities.
-Interfaces with other internal departments and subject matter experts as needed to resolve issues and support workflow changes.
-Provides answers and handles escalation from team members.
-Drives research, analysis and resolution of questions and issues that arise 
-Utilize tools and/or communicate changes in requirements, systems, process and procedures, as well as supports transition and adaptation by the team in a positive and effective manner.
-Lead by example through achieving excellent results, maintains compliance, and professional behavior.
-Supervise a team of clerical support staff and leads in accordance with policies, laws, and in the best interest of the company.
-Contributes to continuous improvement efforts and develops/delivers tools and training to increase knowledge, efficiency, and consistency of department output. 
-Assists management with establishing and communicating goals and expectations to team members.
-Review team members’ performance on a regular basis and provides direction, coaching, and training to maximize the efficiency and results workflow process of the team(s).
-Prepares and conducts annual staff performance reviews and provides input to recommendations for transfer, promotion, termination, etc. of the team members.
-Resolves problems within the team and promotes collaboration and teamwork to ensure efficient, effective, team performance.
-Conducts regular meetings with the team to communicate and implement department directives, policies, and goals.
-Analyzes individual staff performance, attendance, compliance, work behaviors and adherence to policies; identifies individual and group issues and trends; communicates results and recommendations to the next level of management; and partners with management and HR to address accordingly.
-Reviews and approves scheduled time off requests, timecards, and other direct supervisory responsibilities as assigned through the HR/Payroll systems.  Monitors attendances and effectively raises and addresses concerns in collaboration with the next level management and HR.
-Follows and complies with company policies, process and procedures.
-Demonstrates Performant core values in performance of job duties and all interactions.
-Successfully completes, retains, applies, and adheres to content in required training as assigned including, but not limited to, information security, anti-harassment and other compliance and policy/ procedure training applicable for position.
-Perform other incidental and related duties as required and assigned.
 
Required Skills and Knowledge:

-Excellent interpersonal skills.
-Solid supervisory and leadership skills.
-Demonstrated ability to build credibility and trust.
-Ability to effectively transfer knowledge/skills to others and develop staff.
-Demonstrated knowledge and capability in managing workflow, staff, and work volumes effectively to support business needs.
-Demonstrated knowledge of healthcare billing and recovery processes and practices (Medicare and Medicaid working knowledge strongly preferred).
-Ability to lead and direct the work of others.
-Strong verbal and written communication skills; including excellent phone and email etiquette.
-Good problem-solving and analytical skills.
-Ability to maintain professionalism and composure in difficult interactions or conflict.
-Excellent attendance: ability to work full-time during core business hours and as required to meet business needs.
-Able to maintain confidentiality of sensitive data.
-Solid desktop system skills; effective use of standard Microsoft office applications including Outlook, Word, Excel, and PowerPoint; and adept in quickly adapting to use of various business systems and applications.
-Proven attention to detail and excellent organization skill.
-Ability to successfully perform function with minimum supervision.
-Ability to adapt to changes easily and assist others to do so.
-Completion of Teleworker Agreement upon hire, and adherence to the Agreement (and related policies and procedures) including, but not limited to: able to navigate computer and phone systems as a user to work remote independently using on-line resources, must have high-speed internet connectivity, appropriate workspace able to be compliant with HIPAA, safety & ergonomics, confidentiality, and dedicated work focus without distractions during work hours.


Physical Requirements:
**NOTE: Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements) until at which time staff will be notified and required to work from a Performant office location. Basic office equipment required to perform remote work is provided by the company.
Performs duties in a busy standard office environment with moderate noise level or may work remotely from home-office as may be required based upon business needs, in accordance with company policies. Full-time work hours during core business hours, and as required to meet business needs, in a busy office environment with moderate noise level, sits at a desk during assigned office hours, uses office phone system; views a computer monitor, types on a keyboard and uses a mouse.
•Reads and comprehends information in electronic (computer) or paper form (written/printed).
•Sit/stand 8 or more hours per day; has the option to stand as needed while on calls; reach as needed to use office equipment
•Consistently viewing a computer screen, typing, using a keyboard and mouse
•Uses phone; headset can be provided.-Sit approximately 85% of the day.
•Stand/walk approximately 15% of the day.
•Ability to obtain and maintain client required clearances as well as pass company regular background and/or drug screening.
•Occasionally lift/carry/push/pull up to 10lbs.
 
 
Education and Experience:


-Minimum of 5+ years of experience in role with progressive clerical support team leadership in a business environment; preferably in the financial services industry and/or healthcare industry (billing/recovery), is required.
-Must have working and applied knowledge of healthcare billing and recovery practices is required. 
-Prior experience successfully supervising or managing clerical, administrative or operations non-exempt staff, is required.
-Ability to successfully perform function with minimum supervision, is required
-Ability to adapt to changes easily and assist others to do so is required.   
-High School Diploma or GED, is required.
-Some college preferred but not required.
 


  
Other Requirements:  
-Must submit to and pass pre-hire background check, as well as additional checks throughout employment.
-Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors, nor on state/federal debarment or exclusion lists.
-Must submit to and pass drug screen pre-employment (and throughout employment).
-Performant is a government contractor. Certain client assignments for this position requires submission to and successful outcome of additional background and/or clearances throughout employment with the Company.

Visa sponsorship is not available.

Job Profile is subject to change at any time.

EEO 
Performant Financial Corporation is an Equal Opportunity Employer. 
Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law. 

NO AGENCY SUBMISSIONS WITHOUT PERFORMANT AUTHORIZED AGENCY AGREEMENT AND APPROVED PERFORMANT JOB ORDER