Customer Service Jobs at Columbia University with Visa Sponsorship

Job Type: Officer of Administration
Regular/Temporary: Regular
Hours Per Week: 35
Standard Work Schedule: Core business hours Monday-Friday, schedules vary
Building: 400 Kelby Street, Fort Lee, NJ
Salary Range: $66,300.00 - $78,000.00

The compensation range listed in this job posting reflects the market rate for the New York City Metropolitan area. Actual compensation may vary depending on the geographic location of the candidate, in accordance with local labor market conditions.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

The Revenue Cycle Supervisor (Self Pay and Specialty) is responsible for facilitating the relationship with outsourcing partners. Working with the Self-pay Manager for outsource vendors, the Specialty Supervisor will provide analytic support, problem-solving, and communication with vendors, clinical departments, and other management. The Specialty Supervisor will conduct routine audits and report results on all activities performed by our vendors.

The Revenue Cycle Supervisor (Self Pay and Specialty) will also be responsible for day-to-day operations of the payment posting process, the International Business Line, Specialty billing, and the oversight of guarantor work queues. The Supervisor is responsible for staff performance, productivity, and compliance with policies and regulations.

Responsibilities

Operations

• Day-to-day management of a business unit that is responsible for handling outbound calls (manual and via an automated auto-dialer).
• Organizes and supervises staff to work in accordance with operating protocols to achieve maximum efficiency. Promotes a patient-focused culture of service. Assists with the evaluation of ongoing operations and programs on a regular basis for efficient use of resources.
• Manages “special situation” and/or higher complexity calls escalated by Self-Pay Collections Specialists for resolution.
• Prepares and distributes weekly/monthly/status reporting (development/preparation/maintenance of reports).
• Assists management in developing, implementing, and revising departmental policies and procedures.
• Meets regularly with the CRO management team to review trends related to collections and/or billing issues.
• Reports the status of the Unit with respect to staffing, work tools, reports, potential problems, changes, and requirements to the CRO Revenue Cycle Manager and Director.
• Monitors inbound telephone queues resulting from successful automated calls.
• Performs quality reviews on staff by sampling accounts and listening to live calls.
• Facilitates troubleshooting for revenue cycle work between vendors and departments.
• Maintain issue trackers and ensure timely resolution. Report operational and system issues.
• Performs Quality Assurance Audits on all activities contracted to perform on bad debt vendor management. Reports results and works with vendors to remediate any deficiencies.
• Monitors daily cash deposits and ensures the timely posting of all electronic and manual payments. Reports delays to the Manager.
• Assists with the International, Grand Rounds, Student-Athlete Program, Virtual Care, Contractual relationships with Professional Sports teams, and other non-standard 3rd parties’ payers and associated processes.
• Ensures that all accounts within guarantor workqueues are resolved within the guidelines set forth for the team.
• Participates in meetings to discuss ongoing trends and issues regarding vendor activities.

Strategic

• Develops and maintains a good productive and collaborative relationship with departmental management and representatives.
• Work collaboratively with clinical departments to establish effective communications to further the efficiency of the revenue cycle process.

People

• Promotes staff professionalism and performance with coaching, training, and feedback.
• Assist unit manager with staff performance evaluations. Under the direction of management, takes corrective action with staff in accordance with institutional HR guidelines.

Compliance & Other

• Performs other revenue cycle tasks as assigned by management as a member of a large central business office.
• Represents the FPO on committees, task forces, and work groups as assigned.
• Conforms to all applicable HIPAA, Billing Compliance, and safety policies and guidelines.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Please note: While this position is primarily remote, candidates must be in a Columbia University-approved telework state. There may be occasional requirements to visit the office for meetings or other business needs. Travel and accommodation costs associated with these visits will be the responsibility of the employee and will not be reimbursed by the company.

Minimum Qualifications

• Requires a bachelor’s degree or equivalent in education and experience.
• Minimum of 3 years of experience in customer service in medical billing or third-party payer environment with knowledge of CPT, ICD-10, and HCPC coding and medical terminology.
• An equivalent combination of education and experience may be considered.
• Demonstrated skills in A/R management, Customer Service, problem assessment, and resolution, and collaborative problem-solving in complex and interdisciplinary settings, including strong proficiency in healthcare and payer guidelines as it pertains to billing and reimbursement.
• Ability to work collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrating tact and sensitivity in stressful situations.
• Ability to work independently, follow through, and handle multiple tasks simultaneously.
• Excellent verbal and written communication skills. Demonstrate ability to interact with a diverse patient population in a professional and courteous manner and with sensitivity, tact, and respect.
• Intermediate level proficiency of Microsoft Office (Word & Excel) or similar software is required, and an ability and willingness to learn new systems and programs.
• Must be a motivated individual with a positive and exceptional work ethic.
• Must successfully pass systems training requirements.

Preferred Qualifications

• At least 2 years of direct supervisory experience is preferred.
• Knowledge of Epic.
• Bilingual English/Spanish proficiency in a healthcare setting is preferred.
• Managed care industry experience is preferred.

Other Requirements

Patient Facing Competencies

Minimum Proficiency Level

• Accountability & Self-Management
  Level 3 - Intermediate

• Adaptability to Change & Learning Agility
  Level 2 - Basic

• Communication
  Level 2 - Basic

• Customer Service & Patient-Centered
  Level 3 - Intermediate

• Emotional Intelligence
  Level 2 - Basic

• Problem Solving & Decision Making
  Level 3 - Intermediate

• Productivity & Time Management
  Level 3 - Intermediate

• Teamwork & Collaboration
  Level 2 - Basic

• Quality, Patient & Workplace Safety
  Level 3 - Intermediate

Leadership Competencies

Minimum Proficiency Level

• Business Acumen & Vision Driver
  n/a

• Performance Management
  Level 2 - Basic

• Innovation & Organizational Development
  n/a

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.