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

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Supervisor, Healthcare Customer Service
Job Code:2021-50-R-038
Location:United States - Remote
Status:Regular Full Time
The Healthcare Customer Service group is the primary point of contact for all providers, Medicare contractors, commercial clients, etc. They respond to all verbal and written inquiries and are responsible for utilizing reports to track inventory and aging.   The Healthcare Customer Service Supervisor oversees daily operations and a team supervision to ensure client customer service requirements are met timely and with high quality to meet business needs.  Oversees the daily team productivity, quality, handles escalated process issues, ensures staff is properly trained, and flow-down of changes are implemented and adopted accordingly.  Demonstrates knowledge and expertise in carrying out the following scope of responsibilities:

•Supervise a team of clerical support staff and leads in accordance with policies, laws, and in the best interest of the company.
•Ensures smooth workflow for successful completion of customer service activities with high quality.
•Interfaces with other internal departments and subject matter experts as needed to resolve issues and communicate changes in requirements, systems, processes and procedures, as well as supports transition and adaptation by the team in a positive and effective manner.
•Provides answers and handles escalation from team members; handles escalated questions from providers and resolves issues via phone and written correspondence
•Drives research, analysis and resolution of questions and issues that arise 
•Provides training and support to new team members as well as all CSS team for any new or changing workflows or requirements
•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 in order to maximize the efficiency and results workflow process of the team(s).
•Prepares and conducts annual staff performance reviews with support of management, and provides input to recommendations for transfer, promotion, termination, etc. of the team members.
•Resolves problems within the team and promotes collaboration and teamwork in order to ensure efficient, effective, team performance.
•Conducts regular meetings and communicates effectively with the team.
•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 attendance and effectively raises and addresses concerns in collaboration with the next level management and HR.
•Follows and complies with company policies, processes and procedures.
•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.
•Maintain policy and procedure documents as well as contribute to the development and/or improvement of workflows and procedures based upon changing requirements
•Maintain a current knowledge of all Medicare rules, regulations, policies and procedures, and contract requirements
•Maintain HIPAA Certification
•Other Duties as assigned

All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times.  Violations to Performant’s policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.

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.
Required Skills and Knowledge:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Below are representative of the knowledge, skills, and abilities required.

•Thorough working knowledge of CPT/HCPCs/ICD-9/ICD-10 coding
•Strong verbal and written communication skills; Ability to communicate professionally with internal and external audiences.
•Excellent interpersonal skills; Ability to maintain professionalism and composure in difficult interactions or conflict as well as builds credibility and trust.
•Solid supervisory skills; ability to effectively assess skills, transfer knowledge/skills to others and lead/direct the work of others.
•Ability to handle any non-standard situations that may arise applying good judgment and decision- making skills.
•Strong understanding of customer service policies and processes; healthcare Provider customer service background with demonstrated ability to adapt and document workflow as needed in a dynamic growth environment. 
•Possess knowledge of Medicare rules and regulations
•Demonstrated knowledge and skills in medical claims processing and/or billing experience required to perform job duties
•Experience in some capacity of medical claim quality assurance, or past demonstrated experience in a QA function. 
•Good problem-solving and analytical skills; ability to identify and resolve root-cause.
•Able to maintain confidentiality of sensitive data.
•Solid desktop system skills; strong use of standard Microsoft office applications including strong Excel skills; 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.
•Time management skills to effectively manage diverse workload while completing work within allocated time frames in a fast-paced dynamic environment. 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.

• Job is performed in an standard busy office environment with moderate noise level (or may be home-office setting subject to Company approval and Teleworker Agreement), sits at a desk during scheduled shift, uses office phone or headset provided by the Company for calls, making outbound calls and answering inbound return calls using an 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 and types frequently, but not constantly, using a keyboard to update accounts.

• Consistently communicates on the phone as required primarily within the department and company and may include client contacts or other third-party depending on assignment with account holders, may dial manually when need or use dialer system; headset is also provided.

• Occasionally lift/carry/push/pull up to 10lbs.
Education and Experience:
Education and Experience:
•High school degree or GED required. Some college AS or BS degree is plus. 
•Minimum 6 years progressive customer service experience in the medical or health insurance field
-Minimum 1+ years prior experience successfully supervising or managing clerical, administrative or operations non-exempt staff.

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.

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.