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Supervisor, Business Office

Location Clackamas, Oregon Job Number 979389 Date posted 07/28/2021
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Responsible for achieving financial performance targets and direct supervision of registration staff. Develop and sustain high performance work teams and practices that consistently achieve service standards, customer satisfaction, and clinician satisfaction. Facilitates patient registration and associated benefit/insurance procedures that ensure a smooth, service oriented experience for patients, and ensures all monies due are collected at the POS. Accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures compliance with all Kaiser Permanentand front end revenue cycle departmental policies and procedures, as well as Sarbanes Oxley and other applicable regulatory requirements and accreditation standards. Responds appropriately to observed fraud or abuse. Strong ability to trouble-shoot.

Essential Responsibilities:

  • Develop and retain a competent, diversified, and professionally satisfied staff. Recruit, interview, hire, orient, train, evaluate, counsel, motivate, discipline and terminate in accordance with state and federal law, EEO guidelines, organizational policies, and established quality assurance indicators. Supervises and coordinates staff engaged in providing a variety of front end revenue cycle services to patients. Orients and trains staff regarding policies and processes, including scripting for a wide variety of patient registration activities including insurance identification and verification, regulatory forms, and all monies due at the POS. Oversight of identification of other liable payers ensuring correct process adherence in front end billing. Performance management through metric monitoring, feedback and coaching to staff and follow up. Ensures front end revenue cycle activities including cash collections and identification and verification of payers. Ensures claim is appropriately and accurately set up to support high quality, error free billing.

  • Integrate and coordinate the management of registration teams along with best business practices. Maintain productive and collaborative working relationships with other coordinators, supervisors, managers, departments, clinicians, union stewards, and others. Acts as a regional liaison in revenue cycle activities, implementing business processes and medical office/hospital awareness/education. Develop and lead implementation of regional policies and processes relative to patient registration activities. Participation in Regional Committees and Projects at the department level and part of cross functional teams within the revenue cycle. May act as a business lead in small to moderate regional revenue cycle projects.

  • Ensure that customers receive appropriate, responsive business services from staff through developing and implementing essential policies and procedures. Conducts audits of staff performance related to registration procedures. Reports regular and ad hoc metrics for work group. Audit operations to ensure compliance including direct observation of staff and analysis of revenue cycle reports and metrics. Manages medical office/hospital patient registration, including front-end collection of co-pay, co-insurance and other fee-for-service payments, according to regional standards and processes for cash handling and balancing. Responsible for facility adherence to front end revenue cycle policies. Maintains region wide accountability for fee-for-service and patient registration process improvement. Implements processes to improve medical office identification of 'other party liability' (OPL), including government, commercial, workers compensation and third party liability. Facilitates and provides financial counseling, working closely with financial counselor and patients regarding payment plans, complicated benefit and/or billing questions, and clarification of processes for worker's compensation and accident patients. Maintain local expertise and knowledge and ensures that all training activities incorporate all applicable Kaiser Permanente policies; local, state, federal laws and regulations; and accreditation standards. Assists staff in identification and verification, and filing order of payers. Trouble-shoots in complex insurance issues.

  • Determine effective staffing requirements and prepare work schedules within established service standards and approved budget allocation. Research, recommend, and justify resource needs. Accountable for expenses within allocated budget.

  • Design programs and strategies to achieve financial target and goals as well as customer satisfaction with services provided by Registration staff in accordance with established divisional, departmental, and professional standards. Establish, monitor, and implement behavior guidelines and standards for the treatment of customers and co-workers, role modeling appropriate behavior. Develop and implement measures to ensure customer satisfaction with services. Investigate and personally respond to customer inquiries and complaints. Monitor, identify and resolve problems. Create a strong customer orientation and service culture. Assure successful implementation of regional initiatives and departmental programs within areas of responsibility.

  • Basic Qualifications:


  • Minimum three (3) years of team leader experience OR minimum two (2) year of front line supervision experience

  • Education

  • Bachelor's degree in business administration or healthcare administration OR an associate's degree AND two (2) years of experience in a directly related field OR four (4) years of experience in a directly related field.

  • High School Diploma or General Education Development (GED) required.

  • License, Certification, Registration

  • Valid Driver's License required at time of hire/transfer.

  • Successful CHAA or CHAM certification within six (6) months of hire.

  • Additional Requirements:

  • Experience in Microsoft Office, with proficiency in of Excel.

  • Demonstrated knowledge of revenue cycle billing practices.

  • Demonstrated knowledge of government and commercial insurance benefits, workers compensation and third party liability products.

  • Demonstrated effective communication skills both oral and written.

  • Ability to innovate and inspire excellence in staff performance and assess performance.

  • Demonstrated effective decision making and problem solving.

  • Ability to handle conflict, hostility, and stressful situations to successful resolution; ability to manage relationships, build credibility, and work well with diverse background and at various organizational levels.

  • Effective time management and organization skills.

  • Demonstrated willingness/ability to obtain/upgrade supervisory skills and knowledge.

  • Preferred Qualifications:

  • Minimum two (2) years of KP supervisory, revenue cycle or clinic experience and knowledge with a focus on revenue/liability.

  • Minimum two (2) years of medical office experience focused on patient revenue/liability.

  • Experience with EPIC or KP HealthConnect billing modules.

  • General knowledge of Labor contracts and benefit programs.

  • Intermediate to expert level of understanding in patient billing and health insurance plans.

  • Self directed with communication, team-building and problem solving.

  • Background in revenue cycle, patient billing, auditing or accounting.

  • Master's degree or higher in business or health care field OR six (6) years of experience in a directly related field.
  • Primary Location: Oregon,Clackamas,Kaiser Sunnyside Medical Center Scheduled Weekly Hours: 40 Shift: Evening Working Hours Start: 05:00 PM Working Hours End: 01:30 AM Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: NUE-NW-01|NUE|Non Union Employee Job Level: Team Leader/Supervisor Department: Sunnyside Medical Center - Admitting - 1001 Travel: No Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.