JOB SUMMARY:  The Revenue Cycle Supervisor is responsible for leading and overseeing Patient Financial Counselor operations with a primary focus on patient self-pay accounts receivable. This role ensures adherence to organizational policies, regulatory requirements, and best practices while driving performance, improving collections, and enhancing the patient financial experience. The Supervisor serves as a key liaison between staff, leadership, and cross-functional departments to support efficient and effective revenue cycle operations. This position is remote with in-house requirements.

1. Provides day-to-day leadership, direction, and oversight of Patient Financial Counselor staff.

2. Manages staff schedules to ensure appropriate coverage and operational efficiency.

3. Leads on boarding, training, and ongoing staff development, including creation and maintenance of training materials.

4. Conducts performance evaluations, sets expectations, and coaches staff to meet productivity and quality standards.

5. Partners with leadership in recruitment, hiring, and retention efforts.

6. Develops, monitors, and analyzes operational and financial reports to drive performance improvement.

7. Collaborates with clinical, billing, and administrative departments to resolve issues and improve workflows.

8. Ensures compliance with organizational policies, payer requirements, and state and federal regulations.

9. Performs additional duties as assigned.                                                         

1. Oversees patient billing functions including statement processing, credit balances, refunds, returned mail, and account adjustments such as family billing updates.

2. Supervises self-pay collections processes including payment posting oversight, payment arrangements, bankruptcies, and coordination with third-party collection agencies.

3. Monitors accounts receivable performance, identifies trends, and implements strategies to reduce outstanding balances and improve cash collections.

4. Ensures appropriate use of collection workflows, account statuses, and communication standards in alignment with regulatory requirements.

5. Serves as an escalation point for complex patient account issues and customer service concerns.

6. Analyzes staff productivity, quality metrics, and financial outcomes on a regular basis and implements improvement plans as needed.

7. Leads department meetings, communicates updates, and reinforces expectations and priorities.

8. Identifies workflow gaps, troubleshoots system or process issues, and drives continuous improvement initiatives.

9. Provides mentorship and fosters a culture of accountability, teamwork, and service excellence.

1. Provides cross-functional support to other Revenue Cycle areas, including insurance follow-up, as needed.

2. Participates in phone and in-house coverage rotations to support patient access and service needs.

3. Maintains current knowledge of healthcare billing, payer guidelines, and regulatory requirements, including commercial and government payers.

4. Demonstrates strong written and verbal communication skills in all interactions.

1. Work is performed in a standard office environment with frequent interruptions and competing priorities

2. Position requires meeting deadlines and addressing complex problem-solving scenarios.

3. May involve interaction with upset or difficult patients and situations requiring de-escalation skills

1. Prolonged periods of sitting and computer use.

2. Frequent use of phone and keyboard requiring repetitive motion.

3. Occasional lifting and carrying of items up to 25 pounds.

4. Must be able to effectively communicate and perform job duties with or without reasonable accommodation.

EXPERIENCE:    Minimum: 3-5 years in healthcare, customer service, revenue cycle

                                Desired:  2 years of leadership in healthcare.

KNOWLEDGE:

1. Strong leadership and team development skills with the ability to coach and hold staff accountable.
2. Ability to prioritize, multi-task, and work independently in a fast-paced environment.
3. Knowledge of revenue cycle operations, including patient billing, collections, and accounts receivable management.
4. Understanding of ICD-10 coding, claim processes, explanation of benefits and payer guidelines.
5. Proficiency in computer systems, including Microsoft Office and data analysis tools such as Excel.
6. Strong analytical and problem-solving skills with attention to detail.
7. Ability to build and maintain positive working relationships across departments.