Customer Service Supervisor

Revenue Cycle Customer Service Supervisor

Cayuga Health and its affiliates are the region's leading healthcare system and most trusted providers of integrated health services, empowering our people in our mission to equitably improve the well-being of the communities we serve. Our commitment to providing extraordinary healthcare begins with our team of extraordinary professionals who are continuously discovering clinical innovations and enhancing access to the most up-to-date facilities, equipment, technologies, and research protocols. Cayuga Health's commitment to our employees includes competitive compensation, comprehensive employee benefits programs, and the opportunity to explore and build a career in healthcare through our many professional development programs. 

As a Revenue Cycle Customer Service Supervisor, you will play a crucial role in overseeing and managing the customer service operations within the revenue cycle of our organization. You will lead a team responsible for ensuring excellent customer service delivery related to billing inquiries, self-pay payment processing, and payment plans. This position requires strong leadership skills, a deep understanding of revenue cycle management, and the ability to foster a positive and productive work environment.

Roles and Responsibilities:

• Lead, mentor, and coach a team of customer service representatives, ensuring high standards and collaboration with outsourced agencies.
• Resolve escalated patient inquiries on self-pay accounts, providing timely and accurate responses.
• Identify and implement process improvements for self-pay and pre-bad debt procedures to enhance efficiency and patient experience.
• Ensure compliance with hospital policies, state and federal regulations, and HIPAA guidelines in self-pay interactions.
• Conduct training, provide feedback, and collaborate on performance evaluations, removing barriers to success.
• Collaborate with billing, financial counseling, and revenue cycle management to resolve complex patient accounts and perform quality checks to meet performance goals.

Required Skills and Experience:

• Associate's degree (and two (2) years of relevant supervisory experience) or a HS diploma (or equivalent) with four (4) years of relevant supervisory experience
• Four (4) years' experience in healthcare, working for a health plan, physician practice, surgery center or hospital in a business capacity required.
• Experience using Microsoft Office suite including Word and Excel.
• Experience in data processing, hospital registration, insurance verification, insurance claims processing with a healthcare provider or insurance company required

Preferred Skills and Experience:

• Three (3 )years of supervisory or training experience (preferred)

Physical Requirements:

• Lifting up to 20 pounds, standing or sitting for extended periods, as well as repetitive use of hands and fingers

Location and Travel Requirements:

• Onsite with Hybrid potential
• CMC and Schuyler Hospitals

Cayuga Health System and its affiliates are committed to treating all patients, providers, staff and volunteers equitably and with dignity, ensuring the highest levels of safety, care and respect, and striving to recognize and overcome biases and policies that contribute to disparities in healthcare access, equitable care and positive health outcomes for all.

We are proud to be an Equal Employment Opportunity employer, supporting the growth and health of our employees and community by embracing the rich diversity, needs and circumstances of all peoples and prioritizing opportunities to build a diverse and inclusive workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable protected characteristics.

If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, please contact the Cayuga Health Talent Acquisition team at talentacquisition@cayugahealth.org.

Current Openings for Customer Service Supervisor Jobs at Cayuga Health System