Exagen is a patient-focused and discovery-driven life sciences company dedicated to transforming the care continuum for patients suffering from debilitating and chronic autoimmune diseases. Our goal is to enable rheumatologists to improve care for patients through the differential diagnosis, prognosis, and monitoring of complex autoimmune and autoimmune-related diseases, including lupus and rheumatoid arthritis.  By leveraging our proprietary Cell-Bound Complement Activation Products, or CB-CAPs, technology, we help get to the real cause of a patient’s symptoms and guide their journey to improved health.

The AVISE Patient Advocate Team Supervisor (APAT Supervisor) is responsible for providing direct supervision of the patient customer service team of the Billing department. This Medical Customer Service Supervisor position involves managing and supporting a team of customer service representatives, ensuring exceptional service delivery, and addressing complex billing inquiries. This role involves training, evaluating, and initiating disciplinary action for supervised employees. The APAT Supervisor will ensure employees report to work on time and complete their assigned tasks. The APAT Supervisor will collaborate with various departments and follow-through on the implementation of improvements to the Billing department. The APAT Supervisor ensures that all employees within the department have received the proper level of training necessary to do their job efficiently.

Location note: This position requires on-site work out of our Carlsbad office and candidates must live within commuting distance.

Duties and Responsibilities:

• Coordinates the patient customer service function of the department and sees to the proper application of patient payments.
• Handle escalated billing inquiries and complex customer concerns.
• Ensure timely and accurate resolution of customer issues related to billing statements, charges, and payments.
• Create efficiencies by improving processes and identifying best practices while actively seeking methods to demonstrate a commitment to continuous improvement and efficiency.
• Conduct data analysis to identify billing issues and resolve them.
• Implement process enhancements to optimize billing operations.
• Assist the Revenue Cycle Manager (RCM) with establishing Business Office policies and procedures.

Training and Support:

• Provides, oversees, and/or coordinates the provision of training for new and existing staff on policies, procedures, and systems.
• Review team audit results and provide support on any performance improvement plans.
• Handles escalated service issues with patients, providers, and other parties.
• Responsible for writing and administering monthly/yearly employee performance evaluations monthly reviews against goals and objectives
• Identifies, objectively assesses, and mitigates and resolves employee performance and behavioral issues promptly.

Documentation and Reporting:

• Prepares and analyzes weekly and monthly reports and reviews with the RCM.
• Creates and prepares detailed monthly reporting of patient Accounts Receivables.
• Develops and/ or contributes to the development of production standards and standard operating procedures (SOPs) for assigned process responsibilities as needed.

Compliance and Quality Assurance:

• Ensures that the activities of the billing customer service operations are conducted in a manner that is consistent with overall department protocol, and are in compliance with Federal, State, and payer regulations, guidelines, and requirements
• Understands and remains updated with current coding and billing regulations and compliance requirements.
• Follows established policies and procedures, objectives, and sensitivity to confidential information.
• Address compliance issues and recommend corrective actions.
• Stay informed about industry trends and best practices in billing.

Collaboration:

• Collaborate with Provider Relations, Finance, Market Access, and other departments to achieve project goals.
• Foster effective communication and support the culture of teamwork, excellence and efficiency among cross-functional teams.
• Manages the performance (attendance, reviews) and mentors (leads by example) all team members to facilitate a positive and engaging work environment.

Other:

• Performs other duties as assigned by the Senior Revenue Cycle Manager.

• At least two (3) years’ experience supervising in healthcare business office environment preferred (patient collections, patient services, customer service, insurance billing, medical billing)
• Proven experience in customer service or revenue cycle management.
• Strong analytical and problem-solving skills. Detail-oriented with a focus on accuracy.
• Knowledge of billing software and systems (e.g., billing software, ERP systems).
• Understanding of healthcare billing regulations.
• Exceptional human relations skills, effective oral, listening, and written communication skills.
• Ability to deal professionally, courteously, and efficiently with others and to remain calm under stress.
• Ability to motivate others in a positive manner.
• Effectively coach and mentor support staff.
• Ability to effectively & efficiently work in a fast-paced environment with a high volume of activity.
• Strong attention to detail with excellent organizational/time management skills and multi-tasking ability.
• Strong Excel working experience.

Preferred Qualifications:

• Project management certification (e.g., PMP) is a plus.

Salary range: $68,000 - $78,000