Supervisor, Correspondence Operations

Advocate Aurora Health candidates must live in these states: AK, AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, LA, KS, KY, ME, MI, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY

Major Responsibilities  

• Supervises and oversees all correspondence activities.  Monitors work queues, work queue logic and other teammate activity to verify work completion and efficiency.  Review and create job aids for productivity and to support the team.  

• Reviews internal and external questions and complaints with prompt resolution, works to ensure that standards of excellence and performance metrics are within established thresholds while maintaining the highest level of internal and external satisfaction. Works collaboratively with leaders and teams to ensure timely, quality and efficiency guidelines are met. 

• Oversees documentation to ensure that all appropriate information is obtained, researched, and properly documented to ensure internal and external expectations are met.  

• Utilizes statistical information to be used for current operations and future planning. Analyzes leading indicators and operating metrics; develops individual and group plans in response to data; reviews goals, standards and target time frames for initiative implementation and completion.  Works with management and staff to establish and achieve performance and quality objectives & standards to improve the overall internal and external experience and benchmark to industry standards.  Ensures teammates are aware of goals and their productivity, to include scheduling and leading individual meetings as needed. 

• Understands and meets state and HIPAA regulations.  Collaborates with the quality team to develop and implement performance standards for contact quality, documentation accuracy, and patient satisfaction.  

• Responsible for leading an environment that promotes professional growth and development and promotes departmental and organizational excellence. Participates in maintaining an effective internal control environment that ensures compliance with all internal policies and operating procedures, external federal and state regulations, and the safeguarding of Advocate Health system assets.  

• Ensures timeliness, efficiency and quality of worked correspondence to reduce AR and denials, improve cash collections and cash collection rate and for payor trends and issues to be quickly reviewed and resolved to ensure cash collections are not disrupted.  By being able to ensure timeliness, efficiency and quality, affected departments are in turn more efficient by reducing touch rate and avoiding rework, increasing their productivity.  In addition, this ensures fiscal stability to provide patients with a statement quicker to increase patient satisfaction and leave the patient with a favorable impression of the organization, that processes even non-clinical, are timely and efficient and encourages growth and future visits.      

• Leads huddle among teammates to ensure information sharing and processes are aligned. 

• Performs human resources responsibilities for staff which includes hiring, training, coaching on performance, documentation, resolution of teammate concerns, completes performance reviews and overall staff morale. Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations.  

• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business. 

• Supervises remote work from home and onsite teammates, including scheduling of teammates and ensuring coverage.  

Minimum Job Requirements 

Education 

High school/GED degree  

Certification / License 

n/a 

Work Experience 

Typically requires 3 years of experience in high volume correspondence center, preferably in healthcare or insurance environment, or similar industry operation, with demonstrated leadership abilities and staff management. 

Knowledge / Skills / Abilities 

Excellent interpersonal, problem solving and decision-making skills.  

Excellent written and verbal communication skills.  

Advanced computer skills to include all Microsoft Office applications, call center software, and database applications.  

Demonstrated ability to work with a wide variety of individuals.  

Customer-focused approach.  

Knowledge of health care revenue cycle functions preferred.  

Demonstrate the Advocate Health purpose, values and behaviors. 

Physical Requirements and Working Conditions 

Must have functional vision, touch, speech and hearing. Ability to sit at a desk or workstation and use a computer for several hours.   

Operates all equipment necessary to perform the job.  

Exposed to a normal office environment and work from home environment.  

Occasional travel for training and conferences. 

Occasionally lifts up to 20 lbs. when lifting laptop personal computer.