Supervisor, Correspondence

ABOUT PERFORMANT:

At Performant, we’re focused on helping our clients achieve their goals by providing technology-enabled services which identify improper payments and recoup or prevent losses due to errant billing practices. We are the premier independent healthcare payment integrity company in the US and a leader across several markets, including Medicare, Medicaid, and Commercial Healthcare. Through this important work we accomplish our mission: To offer innovative payment accuracy solutions that allow our clients to focus on what matter most – quality of care and healthier lives for all.

If you are seeking an employer who values People, Innovation, Integrity, Fun, and fostering an Ownership Culture – then Performant is the place for you!

ABOUT THE OPPORTUNITY:

Hiring Range: $50,000.00 - $60,000.00

In office position (Only)

The Supervisor, Correspondence 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. 
 

Key Responsibilities

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

• Interfaces with other internal departments and subject matter experts as needed to resolve issues and support workflow changes.

• Provides answers and handles escalation from team members.

• Drives research, analysis and resolution of questions and issues that arise 

• 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.

• Lead by example through achieving excellent results, maintains compliance, and professional behavior.

• Supervise a team of correspondence processing staff and leads in accordance with policies, laws, and in the best interest of the company.

• 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.

• 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.

• Resolves problems within the team and promotes collaboration and teamwork in order to ensure efficient, effective, team performance.

• Conducts regular meetings with the team in order to communicate and implement department directives, policies, and goals.

• 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.

• Reviews and approves scheduled time off requests, time-cards, and other direct supervisory responsibilities as assigned through the HR/Payroll systems. 

• Monitors attendances and effectively raises and addresses concerns in collaboration with the next level management and HR.
  Follows and complies with company policies, processes and procedures.

• Demonstrates Performant core values in performance of job duties and all interactions.

• 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.

• Perform other incidental and related duties as required and assigned.

Knowledge, Skills and Abilities Needed

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.

• Excellent interpersonal skills.

• Solid supervisory and leadership skills.

• Demonstrated ability to build credibility and trust.

• Ability to effectively transfer knowledge/skills to others and develop staff.

• Demonstrated knowledge and capability in managing workflow, staff and work volumes effectively to support business needs.

• Demonstrated knowledge of healthcare audit, billing and recovery processes and practices (Medicare and Medicaid working knowledge strongly preferred).

• Ability to lead and direct the work of others.

• Strong verbal and written communication skills; including excellent phone and email etiquette.

• Good problem-solving and analytical skills.

• Ability to maintain professionalism and composure in difficult interactions or conflict.

• Excellent attendance; ability to work full-time during core business hours and as required to meet business needs.

• Able to maintain confidentiality of sensitive data.

• 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.

• Proven attention to detail and excellent organization skill.

• Ability to successfully perform function with minimum supervision.

• Ability to adapt to changes easily and assist others to do so.

Required and Preferred Qualifications

• High School Diploma or equivalent.

• Some college preferred but not required.

• 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).

• 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 successfully perform function with minimum supervision.

• Ability to adapt to changes easily and assist others to do so.

WHAT WE OFFER:

Performant offers a wide range of benefits to help support a healthy work/life balance. These benefits include medical, dental, vision, disability coverage options, life insurance coverage, 401(k) savings plans, paid family/parental leave, 11 paid holidays per year, as well as sick time and vacation time off annually. For more information about our benefits package, please refer to our benefits page on our website or ask your Talent Acquisition contact during an interview.

Physical Requirements & Additional Notices:

If working in a hybrid or fully remote setting, access to reliable, secure high-speed Internet at your home office location is required. Proof of such may be required prior to an offer being made. It is the Employee’s responsibility to maintain this Internet access at their home office location.

The following is a general summary of the physical demands and requirements of an Office/Clerical/Professional or similar job, whether completed remotely at a home office or in a typical on-site professional office environment. This is not intended to be an exhaustive list of requirements, as physical demands of each individual job may vary.

• Regularly sits at a desk during scheduled shift, uses office phone or headset provided by the Company for phone calls, making outbound calls and answering inbound return calls using an office phone system; views a computer monitor, types on a keyboard and uses a computer mouse.

• Regularly reads and comprehends information in electronic (computer) or paper form (written/printed).

• Regularly sit/stand 8 or more hours per day.

• Occasionally lift/carry/push/pull up to 10lbs.

Performant is a government contractor and subject to compliance with client contractual and regulatory requirements, including but not limited to, Drug Free Workplace, background requirements, and other clearances (as applicable). As such, the following requirements will or may apply to this position:

• Must submit to, and pass, a pre-hire criminal background check and drug test (applies to all positions). Ability to obtain and maintain client required clearances, as well as pass regular company background and/or drug screenings post-hire, may be required for some positions.

• Some positions may require the total absence of felony and/or misdemeanor convictions. Must not appear on any state/federal debarment or exclusion lists.

• Must complete the Performant Teleworker Agreement upon hire and adhere to the Agreement and all related policies and procedures.

• Other requirements may apply.

All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times. Violations to Performant’s policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.

Performant is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Performant will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if you believe a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact Performant’s Human Resources team to discuss further.

Our diversity makes Performant unique and strengthens us as an organization to help us better serve our clients. Performant is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, 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 consideration made unlawful by law.

THIRD PARTY RECRUITMENT AGENCY SUBMISSIONS ARE NOT ACCEPTED