Customer Service/Financial Clearance Supervisor

Job Number 52898
Posted 2/27/2018
Account EMHS
Department PAS - Billing/Cash Control
Location EMHS - Cianchette Building, Brewer, ME 04412
Schedule Regular Full-time
Shift Day
Hours 8:00am-4:30pm
Job Details
Job Summary

This position is responsible for managing the customer service operations of the EMHS Patient Financial Services in a Centralized Business Office environment. This position is responsible for the self-pay collections processes in accordance with regulatory and state laws. This position works directly with all the EMHS members to ensure the people, processes, and technology are in agreement with the functionality for an optimum revenue cycle workflow. In addition, this position is accountable that all responsibilities are in accordance with policies, procedures, and applicable laws; including metrics related to productivity and quality. This position works closely with other departments in the revenue cycle within EMHS to provide appropriate Financial Clearance, self-pay collections oversight and feedback that ensures EMHS's continued success in revenue cycle management.

Education and Experience

· Bachelor's Degree and (1) one year of general Revenue Cycle/ Customer Service experience OR Associates Degree and (3) three years of healthcare specific Revenue Cycle/ Customer Service experience OR High School diploma and (8) eight years healthcare specific Revenue Cycle/ Customer Service experience.

· At least three (3) years of supervisory experience required.

· Degree in business, finance or healthcare administration preferred.

Required Minimum Knowledge, Skills and Abilities

· Detailed knowledge of self-pay collection operations in a healthcare setting; multiple hospitals/physician practices preferred.

· Must possess strong management and problem solving skills.

· Working knowledge of all areas of the revenue cycle.

· Excellent professional communication skills; both oral and written.

· Ability to analyze financial and operating information to facilitate decision making.

· Proficient with Microsoft business applications.

· Experience with EMHS patient accounting software is preferred.

· Customer oriented.

· Demonstrated ability to lead teams, complete time sensitive projects and work both independently and collaboratively.

· Flexible and able to lead change within department.

Essential Functions


· Actively communicates via team huddles and meetings by way of sharing knowledge, requesting information, and recommending process improvements.

· Assess staffing needs on a regular basis to ensure workflows are at the highest quality efficient levels.

· In collaboration with the Manager, maintain high quality employees by way of recruiting, selecting, orienting, hiring, and regularly assessing quality of work.

· Supervise designated Customer Service & Financial Clearance personnel.

· Provide employee performance feedback to the Manager and assist in the completion of the employee's evaluation.


· Work closely by way of problem solving with other revenue cycle departments to address patient issues or law changes that directly impact the accounts receivable.

· Address issues that require immediate attention; make recommended solutions.

· Manages Customer Service operations staff maintaining excellent customer standards and focusing on First Call Resolution standards

· Reviews and responds to all escalated patient complaints or billing issues within the established policies and procedures of the department.


· Supervision of all daily operations in the Customer Service Unit.

· Supervise and monitor on a daily, weekly, monthly, quarterly, and yearly basis the key performance indicators to identify trends and recommend solutions.

· Ensure departmental procedures and performance standards are in place and adhered to consistently.

· Advises the Manager of issues which may require attention, and makes recommendations to changes needed.

· Supervision the Financial Clearance and Collections to be in accordance with the Federal & State Laws as well as the EMHS standards.

· Under the direction of the Manager, all employees with an identified performance opportunity are promptly counseled and communicated to timely.

· Meet or exceed the EMHS performance standards as it relates to quality and productivity.


· Assist in the development of team goals and objectives that adhere to the department and EMHS's financial performance objectives.

· Provide key and relevant information to the Manager for the fiscal month summary of changes in the accounts receivable.

· Assist in the development of departmental key performance indicators

· Develop & track team goals and objectives that adhere to the department and EMHS's financial performance objectives.

· Thorough understanding of the department's Key Performance Indicators.


· Mentor direct reports while developing a succession plan.

· Ensure employees are adequately trained, supported, and coached for the development of the department and the individual's professional growth.

· Maintain the knowledge of regulatory policies and laws; attend local, regional, or national conferences/seminars to remain current.

· Attend internal education sessions to enhance or gain new skills.

· Certified Revenue Cycle Professional certificate within two years of employment.


· Demonstrate departmental desire to provide community benefits by way of charitable events or contribution outside the four walls of the department.

Organizational Values

Passion: We demonstrate a passion for caring for others and the pursuit of service excellence in all that we do.

Integrity: We commit to the highest standards of behavior and doing the correct thing for the right reasons.

Partnership: Working together in collaboration and teamwork is more powerful than working alone.

Accountability: We take a responsible and disciplined approach to achieving our priorities and responding to an ever changing environment.

Innovation: We are capable of extraordinary creativity and are willing to explore new ideas to achieve our healthcare mission.

Respect: We respect the dignity, worth and rights of others.

Physical Demands

· Sedentary: Exerting up to 10 lbs. occasionally, sitting most of the time, and only brief periods of standing and walking.

· Requires the ability to travel to member organizations as needed

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.