EMS Patient Account Supervisor

The EMS Patient Account Supervisor is responsible for overseeing the Customer Service Department and the Billing Support Department.  This individual will work directly with management to resolve open issues, devise and execute workflows, train new hires, and lead continuing education meetings for the department.  The individual will still be responsible for placing and receiving calls regarding billing insurance questions and other patient service activities.  This position could include but not limited to utilizing payer portals to check claim status, updating patients’ insurance policy, reviewing / updating the ICD-10 code listed, working CMS1500, talking to attorneys and processing payments and other billing needs.

All representatives will conduct insurance verification as needed and are required to complete prebilling training to qualify for the role.

Responsibilities of the EMS Patient Account Supervisor

• Hiring and training new hires while managing the current staff.
• Responsible for devising and executing staffs’ workflows and ensuring there is an ample amount daily.
• Create guides and other training material to implement to the team as well as new hires.
• Update all training material according to process or policy updates as they occur.
• Responsible for communicating issues and concerns with the department manager on a plan of action.
• Places and receives calls that were escalated from the patient account representatives regarding billing insurance questions and other patient service activities.
• Process accounts according to the action required to resolve account balances.
• Comfortable communicating with any caller including customers, agencies, facilities, and hospitals.
• Employ one-step resolution practices for clients and patients through open lines of communication.
• Research patient accounts to verify all health insurance coverages.  
• Audit patient accounts to verify proper billing process was followed.
• Screen and professionally address emails, faxes, and other correspondence including mail.
• Ensure accuracy in data entry and consistent attention to detail.
• Collect outstanding balances as well as identify, address, and resolve account discrepancies while following company policy and procedures as well as billing policies and procedures.
• Demonstrates knowledge and compliance of insurance, local, state, and federal billing.
• Ability to complete tasks efficiently both individually and in a group environment.
• Handle assigned correspondence fulfilling any other duties as assigned by managerial staff.
• Must be able to scan and input information from hospital faxes to update accounts to be billed.
• Must be able to bill insurance by paper claims and follow all guidelines by individual payors.
• Must be able to review patient mail and attach documents to patient accounts with all verifiable information.

Key Skills of the EMS Patient Account Supervisor

• Well-versed with medical billing practices that include an understanding of insurance billing codes, regulations, and procedures.
• Ability to investigate and resolve software issues, billing errors and disputes.
• Effective communication skills with clients, insurance companies, patients, staff members and management.
• Ability to manage multiple tasks and meet deadlines.
• Must have great attention to detail with high accuracy.

Qualifications of the EMS Patient Account Supervisor

• College preferred but not required.
• Fluent in Spanish preferred (medical and financial terminology required).
• Minimum two years’ experience in customer care, account management or similar role.
• Ability to read and understand the Explanation of Benefits or Electronic Remittance Advice.
• Understands the difference between rejections and denials as well as working accounts.
• Healthcare knowledge is preferred.
• Must be a quick learner and motivated individual with excellent verbal communications skills.
• Ability to “multi-task” and manage spurs of high call volume
• Positive, can-do attitude and with good judgement demonstrating ability to de-escalate
• Ability to receive and implement feedback.

Computer and Office Qualifications of the EMS Patient Account Supervisor

• Computer literacy is a must; Typing skillset of at least 45 WPM minimum
• Experience working in an active office environment.
• Must be able to work with 2 monitors and split screens to operate multiple sites simultaneously.
• Must be able to sit / stand for 8 hours minimum in an office environment
• Must be able to use Word, Excel, Email, Chat Applications, workflow sites and other software applications.
• Must be able to read, comprehend, and apply job-related rules, policies, and procedures.