Massachusetts General Hospital (GHC) - Charlestown, MA

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General Overview

Reporting to the Registration and Self-Pay / Collections Manager, the Team Supervisor is responsible for maximizing professional fee collections. Directly manages a team of Collection Representatives and Pre-Litigation Specialists, and ensures that all processes are performed in a timely and efficient manner. Builds direct communication and collaborative relationships with outside collection agencies, attorneys, the PBO and other MGH departments. Demonstrates a service orientation which consistently aims at exceeding client expectations and which contributes positively to the greater working environment.

The MGPO Professional Billing Office is the central billing office for physician practices affiliated with Massachusetts General Hospital in Boston Massachusetts.

Major Duties

Achieve excellence in performance by working collaboratively with others on MGH, and MGPO Professional Billing Office initiatives

Supports and demonstrates the values of the Massachusetts General Hospital and the Massachusetts Physician’s Organization by conducting activities in an ethical manner with integrity, honesty, and confidentiality. Demonstrates a positive, open-minded, can-do attitude. Represents a team perspective and willingness and enthusiasm to collaborate with others. Follows through on commitments and achieves desired results. Exhibits sound judgment, obtains the facts, examines options, gains support, and achieves positive outcomes.
Maintain high standards of professional conduct at all times. Represents the MGPO Professional Billing Office at events and projects external to the organization.
Enthusiastically promote a cooperative team environment to provide value to all customers. Act as a leader in creating a positive atmosphere within the team. Listen and interact tactfully, diplomatically and effectively without alienating others.

Personnel and Performance Management

Provide opportunities for continuing education, skill training and upward mobility for employees. Create an environment that encourages quality, productivity, loyalty, job satisfaction and positive reinforcement.

Ensure that quality services are delivered to the customer. Ensure that adequate monitoring plans are in place with appropriate reward and corrective action systems.

Leverage technology to improve processes. Be forward thinking with regard to the use of technology and its application to current processes. Utilize existing technologies to the fullest to ensure revenue optimization and operations are efficient.

Serve as the primary backup to the Registration/Self-Pay Manager.

Responsible for hiring, supervising, training, evaluating and directing work of a staff size of 6 –12 employees to include Collector I, Collector II and Pre-Litigation Specialists. Provides leadership and coaching to develop and retain qualified staff. Ensure staff completes all required training and orientation, and obtain access to systems as needed.

Evaluates work performance and completes productivity assessments. Manage staff accountability for work performance and behavior by providing timely and consistent feedback. Completes all staff evaluations on schedule.

Perform audits of staff members using quality measurement and assessment tools to determine skill levels and improve performance.

Works with Human Resources to implement hospital policies and procedures and to address employee issues, (i.e. counseling, discipline, EAP). Enforce corrective action as needed.

Responsible for tracking time, monitoring earned time, and approving vacation requests. Document tardiness and attendance. Ensure accurate completion and timely submission of time sheets.

Account Management:
Manages the daily activities of the Team members to effectively organize complex work processes including but not limited to:

Statement Edit Reports
IDX Paperless Collection System (PCS) work file processing
Collection, Rejection, and Credit Analysis
Legal Follow-up
Sorting/routing of incoming and outgoing mail
Write-off approvals/Billing Manager requests
Budget Plans
Deceased Patient Accounts
Worker’s Comp and MVA Accounts

Performs independent analytical work using data from database to track trends and identify issues that contribute to variances and impact receivables. Monitors accounts receivable and cash flow trends with the aid of AES queries to ensure that the proper work files are established and maintained appropriately.

Conducts regularly scheduled staff meetings to facilitate feedback from staff regarding departmental issues. Document minutes and distribute in a timely manner.

Closely monitors staffing, staff productivity and staff quality. Assigns, monitors and recommends adjustments to workflow within the specific team as it relates to current account issues. Report to management all cash flow issues in a timely manner.

Maintains effective relationships with internal and external customers to ensure consistent communication on issues impacting the overall operation of the unit. Focuses on building direct communication and collaborative relationships with Partner’s Finance, the PBO and other departments within MGH.

Ensures that all areas that have a direct relationship to cash flow (i.e. TES, claim forms, fatal and nonfatal claim edits, insurance claim scrubber reports & PCS work files) are closely monitored.

Reviews PCS work files to ensure thorough follow up and to trouble shoot issues. Assigns, monitors and recommends adjustments to workflow within the payer specific group as it relates to current AR issues.

Applies knowledge of insurance rules and regulations to interpret new insurance or HCFA information and reports potential impact on the PBO and its clients. Makes recommendations and communicates trends to Manager.
Maintains effective relationships with internal and external customers to ensure consistent communication on issues impacting the overall operation of the unit. Focuses on building direct communication and collaborative relationships with insurance companies, the PBO and other departments within MGH.

Perform other duties as assigned.


Manage a team of Collection Representatives and Pre-Litigation Specialists consisting of approximately 6 to 12 employees.


Effective communication skills (both verbal and written)
Ability to motivate and lead staff
Project management skills in order to manage multiple projects and issues simultaneously
Ability to assume a high level of responsibility and autonomy
Ability to interact with people from all levels of the organization
Strong analytical and problem solving skills
Strong computer skills
Demonstrated proficiency with a variety of automations, including but not limited to IDXBAR, IDXPCS, IDXTES, PATCOM, LMR, Microsoft Word, Excel, E-mail, Voicemail and Payer Websites.


Associate’s or Bachelor’s degree in accounting, business, healthcare or legal field preferred
3-5 years relevant experience in medical collections or professional billing
1-2 years supervisory experience
Experience with WC, MVA, and other pre-legal medical billing collections.

Working Environment

Office environment

The work environment is very busy and dynamic. Staff members are required to work together in a collaborative effort to solve issues with particular practice issues.
The employee is required to travel to any Partners’ facilities to attend offsite meetings. This includes travel to new client sites.