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.

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

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

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

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

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

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

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

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

• Performs additional duties as assigned.

• Oversees patient billing functions including statement processing, credit balances, refunds, returned mail, and account adjustments such as family billing updates.
• Supervises self-pay collections processes including payment posting oversight, payment arrangements, bankruptcies, and coordination with third-party collection agencies.
• Monitors accounts receivable performance, identifies trends, and implements strategies to reduce outstanding balances and improve cash collections.
• Ensures appropriate use of collection workflows, account statuses, and communication standards in alignment with regulatory requirements.
• Serves as an escalation point for complex patient account issues and customer service concerns.
• Analyzes staff productivity, quality metrics, and financial outcomes on a regular basis and implements improvement plans as needed.
• Leads department meetings, communicates updates, and reinforces expectations and priorities.
• Identifies workflow gaps, troubleshoots system or process issues, and drives continuous improvement initiatives.
• Provides mentorship and fosters a culture of accountability, teamwork, and service excellence.

• Provides cross-functional support to other Revenue Cycle areas, including insurance follow-up, as needed.
• Participates in phone and in-house coverage rotations to support patient access and service needs.
• Maintains current knowledge of healthcare billing, payer guidelines, and regulatory requirements, including commercial and government payers.
• Demonstrates strong written and verbal communication skills in all interactions.

• Work is performed in a standard office environment with frequent interruptions and competing priorities
• Position requires meeting deadlines and addressing complex problem-solving scenarios.
• May involve interaction with upset or difficult patients and situations requiring de-escalation skills

• Prolonged periods of sitting and computer use.
• Frequent use of phone and keyboard requiring repetitive motion.
• Occasional lifting and carrying of items up to 25 pounds.
• Must be able to effectively communicate and perform job duties with or without reasonable accommodation.

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