Senior SBO Representative
: Job Details :

At White Plains Hospital, you have an opportunity to work side-by-side with some of the most talented people in the world.We have been widely recognized for our exceptional culture, world-class physicians, Magnet-designated nurses and passionate employees who make a real difference in our community. With tremendous growth opportunities, great benefits, and flexible work schedules, it is no wonder why we are consistently recognized as a Great Place to Work.Position SummaryAs the Senior SBO Representative, you are responsible to assist in motivating the Patient Accounts team for all aspects of payments posting and the self-pay billing cycle for HB and PB. As the first point for team members, the Senior SBO Representative will provide guidance, help troubleshoot and resolve issues. As a subject matter expert with system, department procedures and workflows, will continually educate Patient Accounts staff on all aspects of their role such as patient inquiries, timely resolution, and special projectsEssential Functions and Responsibilities Include the Following:

Understands and adheres to the WPH Performance Standards, Policies and Behaviors.

Partners with management with oversight of SBO teams to monitor and support the daily functions of all SBO staff (Payment posting, customer service, financial assistance/collection representatives, patient account representatives, support staff and aligned vendors).

Accountable for adherence to all federal and state regulations as it pertains to self-pay collections.

Reporting to the SBO Supervisor to create effective customer service procedures, policies, and standards, maintain accurate records, and document all customer service discussions.

Works with vendors as necessary to reconcile and resolve outstanding accounts.

Compiles and analyzes statistical data to measure accounts receivables and progress towards financial targets.

Responsible for posting all forms of money transactions: electronic funds transfers, manual posting, daily lockbox payments, credit cards, including reconciled bank deposits.

Resolves issues associated with cash posting by working in a customer-services, team-oriented manner with both external and internal parties (facilities, insurance companies and other internal departments).

Distributes explanation of benefits / remittances to Payment Review Unit for review to ensure proper payment was received from insurance carrier based on contract arrangement.

Review unapplied cash and credit memos daily to determine which invoices they should be applied to

Assure staff is following the financial assistance policy and process to assure adherence with all state and federal regulations.

Works accounts or special situations escalated by staff or upper management as required.

Execute quality monitoring requirements to deliver customer satisfaction goals.

Works with SBO Supervisor to improve customer service quality results by studying, evaluating, and re-designing processes when needed.

Tracks and monitors patient inquiries, assures resolution and timely response, develops corrective actions to prevent future occurrences.

Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.

Assists management in staff evaluation, performance review, and reports as assigned.

Responsible for training of staff and performing, reporting / tracking of staff performance audits following the WPH Revenue Cycle Performance Expectations.

Responsible to escalate to management issues as identified.

. Identifies trends and recommends process improvements to enhance workflows, expan staff training and skills, advance productivity, and meet department goals.

Reports on outcomes of determined processes and workflows and contributes to the development and standardizing workflows and procedures

Enforces the best practice assignment and make sure the teams do meet the goal consistently.

Responds to concerns and/or complaints from patients, the public, medical staff, subordinates, and/or other hospital employees pertaining to assigned areas in order to maintain positive customer relations; researches and investigates issues; prepares written or oral responses as needed.

Oversees the preparation and maintenance of documents and information in order to comply with administrative policies as well as JCAHO and other regulations.

Track the metrics of outside agencies including reconciling inventories and invoices.

Troubleshoots and acts as a point of escalation for issues arising internally and with external vendor staff.

Performs all other related duties as assigned.

Education & Experience Requirements Minimum Education:

• High School Diploma or GED required.
• Graduate of an Accredited College or University with a B.S. in Business/Healthcare Administration strongly preferred or equivalent combination of education and related work experience.

Minimum Experience:

• Minimum of (3) to (5) years of hospital patient accounting / business office experience required.
• Previous Team Lead experience in a hospital setting strongly preferred.
• Familiarity with electronic medical record systems, EPIC preferred.
• Proficiency with Microsoft office/excel to include reporting, Executive level required.
• Strong leadership skillset with the ability to educate and motivate team members on Patient Account functions.
• Strong communication skills required.
• Knowledge of medical terminology required.
• Must be detail oriented, able to problem solve, multi-task and perform various patient accounting duties on demand.
• Effective 12/1/2022 the HBI (Healthcare Business Insights) one time certification course is required and must be completed during the onboarding period and prior to start date (Certified Patient Financial Services Specialist - CPFSS).

Core Competencies

• Must be able to remain in a stationary position at least 50% of the time.

• The person in this position will need to effectively communicate.
• Ability to multi-task to meet the needs of the department.
• Integrity to handle the confidential aspects of work.
• Maintains composure under stress.
• Must be able to speak, write, understand, and communicate in the English language.

Physical/Mental Demands/Requirements & Work Environment

• May be exposed to chemicals necessary to perform required tasks. Any hazardous chemicals th employee may be exposed to are listed in the hospital's SDS (Safety Data Sheet) data base and may be accessed through the hospital's Intranet site (Employee Tools/SDS Access). A copy of the SDS data base can also be found at the hospital switchboard, saved on a disc.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.Must be able to remain in stationary position at least 50% of the time.
• Must be able to attend meetings in other locations across the campus.
• Must be comfortable with public speaking.

Primary Population Served Check appropriate box(s) below:

• Neonatal (birth - 28 days)

• Patients with exceptional communication needs

• Infant (29 days - less than 1 year)

• Patients with developmental delays

• Pediatric (1 - 12 years)

• Patients at end of life

• Adolescent (13 - 17 years)

• Patients under isolation precautions

• Adult (18 - 64 years)

• Patients with cultural needs

• Geriatric (> 65 years)

• All populations

• Bariatric Patients with weight related comorbidities

• Non-patient care population

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of White Plains Hospital.