Posted Wednesday, March 6, 2024 at 5:00 AM
Denial Supervisor to appeal claims that have been denied for no authorization.
POSITION SUMMARY: Responsible for supervising and mentoring the Patient Authorization Coordinators (CAD Reps) and Team Leads. This position is critical to US Radiology; the Patient Authorization Supervisor ensures the representatives provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts customer retention and the profitability of the organization. Measures and provides appropriate performance feedback to assigned representatives and Team Leads.
Essential Duties and Responsibilities:
- Utilizes all policies and processes with 100% compliance
- Provides floor and supervisor chat support
- Accountable for representative’s performance, affecting overall CAD Performance, Department KPIs and organizational objectives
- Oversight of productivity of individual representatives
- Oversight of quality performance of individual representatives
- Supervises and coaches representatives on US Radiology processes, guidelines and metrics
- Responsible for the development of representatives through effective hiring, coaching, mentoring and performance feedback
- Functions as the point of contact to answer questions and provide support to representatives, guides representatives to use available resources
- Makes recommendations for continuous improvement based on proactive and reactive business needs, focusing on improved communication, customer and representative satisfaction
- Handles escalated emails from centers, patients, or referring physicians focusing on service recovery and provides adequate coaching to the representatives
- Administers accurate and timely payroll functions
- Responsible for compiling and analyzing pertinent reports and discussion logs in a timely manner
- Perform other duties and responsibilities, as assigned.
Service:
- Maintains patient confidentiality 100% of the time
Team Focus:
- Ensures adherence to CAD policies and procedures
- Forms strong working relationships within the team and treats each other with respect
- Develops healthy working relationships, forming a partnership with other groups within the CAD or external functional departments
- Interacts with other departments to ensure an efficient and service-oriented operation
- Participates in interviews to select the most qualified candidates for the CAD positions
- Addresses any representative issues, documents, delivers corrective action and monitors behavior
- Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality
- Conducts team meetings with assigned representatives
- Conducts one on one meetings with assigned representatives to review overall performance, documents discussions and actions taken
Education/Licensing/Certification:
- High school diploma or equivalent medical scheduling or customer service experience
- Associate/bachelor’s degree preferred or equivalent combination of experience and education
U.S. Radiology Specialists is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.
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