Nantucket Cottage Hospital Supervisor, Patient Accounts in Nantucket, Massachusetts

Job Summary: Under the direction of the Revenue Director, supervise and assist staff who perform financial clearance and obtain referrals and authorizations by communicating with insurance companies to ensure the organization receives maximum reimbursement for services rendered.


Essential Job Duties and Responsibilities

  1. Emphasizes the importance of patient satisfaction. Demonstrates a positive demeanor and a professional approach to dealing with patients as well as internal and external customers.

  2. Responds quickly, courteously and accurately to written, verbal, and telephone inquiries.

  3. Answers department telephones providing routine information, taking messages, and/or referring calls to the appropriate party. This may include scheduling patients.

  4. Monitors the day to day functions including the billing and collections of patient accounts, compliance with third party payer regulations, cash posting, and employee productivity.

  5. Ensure timely billing & collections on accounts receivables using the Epic system by completing charge validation, maintaining error work queues and communicating the need for correction to the appropriate department in a timely manner.

  6. Ability to assist patients with billing and insurance coverage inquiries, setting up payment plans, discount applications, and generating patient estimates. Refers the patient to a Health Care Advocate as appropriate.

  7. Educate staff on how to identify Patient Liability and collect and record Patient co-pay in appropriate system, including accepting credit card payments.

  8. Ability to determine the need for an insurance referral or authorization and obtain prior to scheduled services.

  9. Demonstrates the ability to utilize proper procedures in the event of a disaster or threat to security.

    1. Communicates with off-site NCH operations as necessary, including Patient Accounts at Partners HealthCare.

    2. Ability to collaborate with Partners Health Care 3rdparty billers to resolve billing issues, insurance reimbursement issues, claim denials, and file appeals.

    3. Flexibility to support PFS Staff and perform PFS responsibilities as needed to meet departmental goals.

    4. Cash reconciliation and deposits.

    5. Manage X-Claim queues on a daily basis.

    6. Ability to assist with Financial Analysis to identify issues/payer trends/denials/etc.

    7. Complete revenue tracking and reporting to identify areas where reimbursement rates are unfavorable and require issue resolution and growth.

    8. Contributes to teamwork with and between departments. Regularly attends and participates in monthly meetings with co workers. Provides constructive ideas and feedback in a positive manner. Works collaboratively with coworkers to effectively resolve issues that impact departmental or NCH operations .

    9. Attend all monthly Partners Revenue Cycle Meetings and act as a liaison between NCH and PHS third party billers.

    10. S hares payer referral and authorization requirements, plan updates and any additional payer information, with staff.

    11. Ability to complete daily/monthly tasks within Epic that affect the AR.

    12. Other duties as assigned.

    Key Performance Indicators Insurance Verification

    Indicator Standard Overall insurance verification rate of scheduled patients

    or = to 98% Insurance verification rate of unscheduled inpatients within one business day or = to 98%

    Essential Qualifications, Knowledge, Skills, and Abilities Required for the Position

    Knowledge of:

    • Working knowledge of Microsoft Office applications

    • Knowledge of medical terminology preferred.

    • knowledge of healthcare A/R, collections, insurance, pre-authorizations, pre-registration, registration, financial counseling, and appeals


    • Must be able to demonstrate adequate technical skills and judgment to function unsupervised during on-call, second shift, and weekend hours.

    • Must have computer skills and type 50 WPM.

    • Excellent communication skills required.

      Ability to:

    • Ability to tactfully communicate with both internal and external customers.

    • Ability to use fingers and hands to operate all department-related equipment as described on the Department checklist. Additionally, must use, telephone, calculator, fax, and other related office equipment.

    • Ability to frequently bend, using back and knees.

    • Ability to stand and walk 30%, sit 70% of the time. Ability to frequently climb, bend, reach, stoop, squat, help lift objects from five to thirty pounds and move patients via wheelchair or stretcher.

    • Ability to use hands, fingers, arms and wrists, hearing, smell, and verbal skills are required in order to perform job duties.

    • Ability to present themselves in a professional manner.

      Credentials and Experience Required

    • High School Degree or GED required.

    • Prior admitting/patient registration experience in a health care setting of greater than 1 year preferred.

    • Need to be certified with NAHAM as a Certified Healthcare Access Associate within 2 months of date of hire or transfer. Initial fee covered by NCH - additional fees are to be covered by employees for certification in the future .

    • Must be able to clearly read/write the English language.

      Special Requirements

    • Must be available to work in the case of a declared hospital emergency.

    • Regular workweek requiring minimal additional hours. Some days, evenings, weekends and holidays required for this position.

Job: *Professional/Managerial

Organization: *Nantucket Cottage Hospital (NCH)

Title: Supervisor, Patient Accounts

Location: MA-Nantucket-NCH - Nantucket Cottage Hospital

Requisition ID: 3082841