Billing Call Center Supervisor

About Us

Inform Diagnostics, a Fulgent Genetics Company, is a nationally recognized diagnostics laboratory focused on anatomic pathology subspecialties including gastrointestinal pathology, dermatopathology, urologic pathology, hematopathology, and breast pathology.

Founded in 2011, our parent entity, Fulgent Genetics, has evolved into a premier, full-service genomic testing company built around a foundational technology platform.

Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.

Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.

Summary of Position

The Billing Call Center Supervisor is experienced with managing teams and prioritizing requests from patients and clients. The Billing Call Center Supervisor is responsible for providing a broad range of operational support to client services, sales, IT and the benefits investigation team. The Supervisor will maintain standard operating procedures in providing patients different payment options. In this role, the Supervisor owns the responsibility of managing daily workflow, prioritizing and organizing tasks, monitoring the performance of staff, and acting as the subject matter expert in all areas of Call Center operations.

Key Job Elements

• Supervises the work distribution and workflow of the Call Center Team.
• Supervises and monitors daily work performance, including call monitoring, production tracking, attendance, turnaround times, and quality tracking.
• Conducts monthly 1:1 coaching meetings with staff and focuses on improving overall team performance.
• Motivates and engages the team while holding them accountable to high standards.
• Creates schedules, approves timecards, and PTO requests.
• Comfortable with and able to work in production as needed.
• Conducts new hire and refresher trainings as needed.
• Establishes priorities and must be able to multitask so that assigned duties are completed under the pressure of time constraints and deadlines.
• Reports employee and department-level metrics to senior leadership.
• Excellent oral, hearing, and written communication skills.
• Ensures patient demographics and insurance information are accurately entered into the system.
• Reviews patient bills for accuracy and completeness, while also obtaining any missing information.
• Ensures all representatives are Payment Card Industry (PCI) compliant.
• Knowledgeable with medical terminology that is likely to be encountered in medical claims.
• Maintains patient confidentiality as per the Health Insurance Portability and Accountability Act of 1996 (HIPAA).
• Performs other related duties or special projects assigned.

Knowledge/Experience

• Bachelor's or Associate's Degree is preferred but not required.
• Minimum of 5 years of combined work and supervisory experience in a Call Center with billing experience is required. Preference will be given to candidates with one or more years of supervisory experience.
• Understanding of Laboratory reimbursement methodologies and standard payment methodologies.
• Knowledge of CPT, ICD-10, and medical coding.
• Knowledge of insurance guidelines, including HMO/PPO, Medicare, Medicaid, and other payer requirements and systems.
• Knowledge of and experience with contract payer policies and procedures.
• Knowledge of HIPAA compliance.
• Proficient in Microsoft Office Suite applications.

Additional Skills

• Handles multiple tasks simultaneously.
• Communicates effectively with all levels of staff.
• Maintains composure while working under high pressure.
• Demonstrates strong interpersonal skills that foster a positive environment.
• Demonstrates flexibility and ability to adapt to change.
• Excellent communication, time management, and computer skills.
• Must be accurate with attention to detail.
• Customer service skills for interacting with medical billing clients and office patients regarding medical claims and payments.
• Ability to work well in a team environment. Being able to triage priorities, delegate tasks if needed, and handle conflict in a reasonable fashion.
• Problem-solving skills to research and resolve discrepancies in billing data. A calm manner and patience working with either patients, insurers, or co-workers during this process.

Supervisory Responsibilities

• Call Center

Reports To

• Revenue Cycle Manager

Environment

Fulgent Therapeutics LLC is an Equal Employment Opportunity Employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

Please note that Fulgent (and its affiliated companies, including Inform Diagnostics and CSI Laboratories) does not accept unsolicited information and/or resumes from search firms or agencies for our job postings. Search firms or agencies without an applicable contract and/or express approval to recruit for the role in question - that choose to submit a resume or client information to our career page or to any employee of Fulgent - will not be eligible for payment of any fee(s), and any associated shared data will become the property of Fulgent.