Supervisor, Correspondence (Digital Media)

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Supervisor, Correspondence (Digital Media)

Job Code: 2023-50-R-029

Location: United States - Remote

Status: Regular Full Time

Pay Range: 36000.00-54000.00

Responsibilities

Supervisor, Correspondence (Healthcare), supervises daily operations and a team of correspondence processors to ensure operations and client correspondence requirements (incoming and outgoing) are met timely and with high quality to meet business needs. Oversees the daily department production activity and supervises department workflow. Assists in the development of best practices and is responsible for ensuring that flow-down of changes in client, internal and/or regulatory requirements are implemented accordingly. Responsible for staff supervision, monitoring workflow, and ensuring team is meeting business needs, as well as handles escalated process issues, develops and delivers training.

Demonstrates knowledge and expertise in carrying out the following scope of responsibilities:

• Supervise a team of correspondence processing staff and leads in accordance with policies, laws, and in the best interest of the company.
• Review team members’ performance on a regular basis and provides direction, coaching, and training in order to maximize the efficiency and results workflow process of the team(s).
• Prepares and conducts annual staff performance reviews and provides input to recommendations for transfer, promotion, termination, etc. of the team members.
• Monitors attendances and effectively raises and addresses concerns in collaboration with the next level management and HR.
• Reviews and approves scheduled time off requests, time-cards, and other direct supervisory responsibilities as assigned through the HR/Payroll systems.
• Contributes to continuous improvement efforts and develops/delivers tools and training to increase knowledge, efficiency and consistency of department output.
• Assists management with establishing and communicating goals and expectations to team members.
• Interfaces with other internal departments and subject matter experts as needed to resolve issues and support workflow changes.
• Conducts regular meetings with the team in order to communicate and implement department directives, policies, and goals.
• Ensures smooth workflow for successful completion of processing incoming and outgoing correspondence, including verification that proper documents are identified and provided, and other internal and client support activities.
• Lead by example through achieving excellent results, maintains compliance, and professional behavior.
• Utilize tools and/or communicate changes in requirements, systems, processes and procedures, as well as supports transition and adaptation by the team in a positive and effective manner.
• Resolves problems within the team and promotes collaboration and teamwork in order to ensure efficient, effective, team performance.
• Drives research, analysis and resolution of questions and issues that arise
• Analyzes individual staff performance, attendance, compliance, work behaviors and adherence to policies; identifies individual and group issues and trends; communicates results and recommendations to the next level of management; and partners with management and HR to address accordingly.
• Provides answers and handles escalation from team members.

Follows and complies with company policies, processes and procedures.

• Demonstrates Performant core values in performance of job duties and all interactions.
• Perform other incidental and related duties as required and assigned.
• Successfully completes, retains, applies and adheres to content in required training as assigned including, but not limited to, information security, anti-harassment and other compliance and policy/ procedure training applicable for position.

Required Skills And Knowledge

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Below are representative of the knowledge, skills, and abilities required.

• Demonstrated knowledge of healthcare audit, billing and recovery processes and practices (Medicare and Medicaid working knowledge strongly preferred).
• Excellent attendance; ability to work full-time during core business hours and as required to meet business needs.
• Good problem-solving and analytical skills.
• Excellent interpersonal skills.
• Ability to effectively transfer knowledge/skills to others and develop staff.
• Proven attention to detail and excellent organization skill.
• Ability to adapt to changes easily and assist others to do so.
• Able to maintain confidentiality of sensitive data.
• Ability to lead and direct the work of others.
• Solid desktop system skills; effective use of standard Microsoft office applications including Outlook, Word, Excel, and PowerPoint; and adept in quickly adapting to use of various business systems and applications.
• Ability to maintain professionalism and composure in difficult interactions or conflict.
• Strong verbal and written communication skills; including excellent phone and email etiquette.
• Solid supervisory and leadership skills.
• Demonstrated knowledge and capability in managing workflow, staff and work volumes effectively to support business needs.
• Ability to successfully perform function with minimum supervision.
• Demonstrated ability to build credibility and trust.

Additional Requirements

• Ability to obtain and maintain client requiredclearances as well as pass company regular background and/or drug screening.
• Completion of Teleworker Agreement upon hire, andadherence to the Agreement (and related policies and procedures) including, butnot limited to: able to navigate computer and phone systems as a user to workremote independently using on-line resources, must have high-speed internetconnectivity, appropriate workspace able to be compliant with HIPAA, safety& ergonomics, confidentiality, and dedicated work focus withoutdistractions during work hours.

Physical Requirements

• NOTE: Must be able to meet requirements for andperform work assignments in accordance with Company policies and expectationson a home remote basis (and must meet Performant remote-worker requirements)until at which time staff may be notified and required to work from a Performantoffice location on an ad-hoc or periodic basis.

Basic office equipment required to perform remote workis provided by the company.

• Consistently viewing a computer screen and typesfrequently, but not constantly, using a keyboard to update accounts.
• Consistently communicates on the phone as requiredprimarily within the department and company and may include client contacts orother third-party depending on assignment with account holders, may dialmanually when need or use dialer system; headset is also provided.
• Sit/stand 8 or more hours per day; has the option tostand as needed while on calls; reach as needed to use office equipment.
• Reads and comprehends information in electronic(computer) or paper form (written/printed).
• Occasionally lift/carry/push/pull up to 10lbs.
• Job is performed in a standard busy office environmentwith moderate noise level (or may be home-office setting subject to Companyapproval and Teleworker Agreement), sits at a desk during scheduled shift, usesoffice phone or headset provided by the Company for calls, making outboundcalls and answering inbound return calls using an office phone system; views acomputer monitor, types on a keyboard, and uses a mouse.

Education And Experience

• Minimum of 5+ years of experience in role with progressive clerical support team leadership in a business environment; preferably in the financial services industry and/or healthcare industry (billing/recovery).
• Ability to successfully perform function with minimum supervision.
• High School Diploma or equivalent.
• Must have working and applied knowledge of healthcare billing and recovery practices.
• Prior experience successfully supervising or managing clerical, administrative or operations non-exempt staff.
• Ability to adapt to changes easily and assist others to do so.
• Some college preferred but not required.

Other Requirements

Performant is a Government contractor and subject tocompliance with client contractual and regulatory requirements, including butnot limited to, Drug Free Workplace, background requirements, and clearances(as applicable).

• Performant is a government contractor. Certain clientassignments for this position requires submission to and successful outcome ofadditional background and/or clearances throughout employment with the Company.
• Must be able to pass a criminal background check; mustnot have any felony convictions or specific misdemeanors, nor on state/federaldebarment or exclusion lists.
• Must submit to and pass drug screen pre-employment (andthroughout employment).
• Must submit to and pass pre-hire background check, aswell as additional checks throughout employment.

Applicants must have reliable, secure, high speedInternet access at their home office location.

Employment VISA Sponsorship is not available for thisposition

Job Profile is subject to change at any time.

EEO

Performant Financial Corporation is an Equal OpportunityEmployer.

Performant Financial Corporation is committed tocreating a diverse environment and is proud to be an equal opportunity employer.All qualified applicants will receive consideration for employment withoutregard to race, color, national origin, ancestry, age, religion, gender, genderidentity, sexual orientation, pregnancy, age, physical or mental disability,genetic characteristics, medical condition, marital status, citizenship status,military service status, political belief status, or any other considerationmade unlawful by law.

NO AGENCY SUBMISSIONS WITHOUT PERFORMANTAUTHORIZED AGENCY AGREEMENT AND APPROVED PERFORMANT JOB ORDER5