Customer Service Supervisor

Department

Patient Financial Services
Job Summary

This leader has operational accountability and oversight, and manages the daily activities of assigned patient billing advocates. In this role, the leader is responsible for planning, development, change management, and education of team members to ensure efficacy of professional patient communications. The leader sets the tone and models positive leadership behavior, while ensuring teamwork tasks, projects, and responsibilities are carried out successfully in support of divisional and organizational goals.

Required Qualifications

- Require a minimum of two (2) years of customer service experience.
- Require Certified Revenue Cycle Specialist - Institutional Billing (CRCS-I) or Certified Patient Account Technician (CPAT) certification within one (1) year of promotion/hire.
- Require an associate degree in relevant field, bachelor’s preferred. Two (2) years of additional relevant customer service experience can be considered in lieu of the degree requirement.

Preferred Qualifications

- Prefer two (2) years of supervisory experience.
- Prefer demonstrated oral and written communication skills.
- Prefer demonstrated ability to analyze problems and consistently follow through to resolution.
- Prefer demonstrated interpersonal skills, including the ability to handle difficult situations in a diplomatic manner.
- Prefer demonstrated analytic computer skills in spreadsheets, word processing, and other applications.
- Prefer demonstrated leadership skills and understanding of group processes, teamwork, and site/cost-center-based management.
- Prefer demonstrated skill in establishing and maintaining effective working relationships at all levels.
- Prefer demonstrated ability to take initiative and exercise independent judgement, decision-making, and problem-solving expertise.
- Prefer demonstrated willingness to commit to and comply with established critical success factors and statistical goals of the health system and the department.

Sarasota Memorial Hospital was recently recognized again by ranking #1 Hospital in the Region by the U.S. News's Best Hospital report by scoring a Perfect 10! Not only that, but SMH was also designated at a national "standout" hospital for earning top ratings in all evaluated conditions and procedures - an accomplishment achieved by less than 1% of the 4000+ hospitals. Our system has also earned Magnet® recognition from the American Nurses Credentialing Center (ANCC), as well as these additional accolades: Gallup Great Workplace 2018; recipient of an "A" grade for Patient Safety. Sarasota Memorial Hospital is Magnet designated and the only provider of Level II trauma services, obstetrical services, and Level III neonatal intensive care in Sarasota County.

Reputation. Community. Impact. Growth.

Every day, our patients at Sarasota Memorial Health Care System receive a first-class experience in care from a team on a mission to deliver the highest level of care in America. In the process of rising to that challenge, one by one, our people are finding their purpose and feeling their impact. Now it is your turn to see yourself here.

Recognition:

* 5- Star Quality Rating- SMH- Sarasota is the only hospital in Florida to earn the federal Centers for Medicare & Medicaid Services' highest rating every year since its inception.

* 50 Best Hospitals- SMH ranked among U.S. News & World Report's 50 Best Hospitals in two specialties, Rehabilitation and Obstetrics/Gynecology in 2023-2024, and among the nation's top 10% high performers in 18 other medical specialties, procedures and conditions.

* World's Best Hospitals- SMH- Sarasota has made Newsweek's prestigious list six years in a row, since the global rankings began in 2019.

* "A" for Patient Safety- SMH- Sarasota has earned straight A's since it began participating in the Leapfrog Group's hospital safety survey in 2016.

* Magnet Hospital- SMH has been recognized as a Magnet hospital for the past 20 years by the American Nurses Credentialing Center, a continuous achievement for nursing excellence shared by less than 1% of hospitals nationwide.

* America's Best Employer/Workplace- SMH topped Forbe's list of America's Best Employers, ranking among the top 20% of large employers across all industries in 2024, and #1 healthcare employer in Florida in 2023. The health system also earned a 5-star rating in Newsweek's 2024 list of "America's Greatest Workplaces for Women."

The benefits of being the best:

Our commitment to becoming the best community hospital and health care system means providing the best possible benefits to our people. Some highlights:

Total Rewards Package

• Paid Time Off (start earning PTO on day one of employment)
• Tuition Reimbursement
• Discounted Medical, Prescription, Dental, Vision Benefit Plans for Full & Part-Time Employees
• Flexible Spending Accounts (Health Care and Dependent Care) - Pre-Tax Dollars
• Life Insurance
• Competitive rates
• Bonuses offered
• Disability Insurance
• Retirement Savings Plan: 403b
• Sarasota Campus for now - Discounted Child Care & Before and After School Program and Summer Camp!
• Bereavement Leave
• Free Parking
• On Campus Dining w/ a 10% discount
• Credit Union w/ teller machines on campus
• Direct Deposit
• Free Wellness Screening
• Free confidential counseling services
• Employee Discount Programs
• Recognition Programs
• Referral Programs
• Tremendous growth opportunities for hard workers!

Employment Screening Requirements

As part of Sarasota Memorial Health Care System’s commitment to keeping people safe, all individuals providing care to vulnerable populations are required to undergo background screening through The Florida Care Provider Background Screening Clearinghouse. https://info.flclearinghouse.com/

- Prefer two (2) years of supervisory experience.
- Prefer demonstrated oral and written communication skills.
- Prefer demonstrated ability to analyze problems and consistently follow through to resolution.
- Prefer demonstrated interpersonal skills, including the ability to handle difficult situations in a diplomatic manner.
- Prefer demonstrated analytic computer skills in spreadsheets, word processing, and other applications.
- Prefer demonstrated leadership skills and understanding of group processes, teamwork, and site/cost-center-based management.
- Prefer demonstrated skill in establishing and maintaining effective working relationships at all levels.
- Prefer demonstrated ability to take initiative and exercise independent judgement, decision-making, and problem-solving expertise.
- Prefer demonstrated willingness to commit to and comply with established critical success factors and statistical goals of the health system and the department.

- Require a minimum of two (2) years of customer service experience.
- Require Certified Revenue Cycle Specialist - Institutional Billing (CRCS-I) or Certified Patient Account Technician (CPAT) certification within one (1) year of promotion/hire.
- Require an associate degree in relevant field, bachelor’s preferred. Two (2) years of additional relevant customer service experience can be considered in lieu of the degree requirement.