Financial Services Supervisor

About the role

The Financial Services Supervisor leads and supports the patient financial services team to ensure exceptional patient experiences with financial counselors. This role focuses heavily on patient service and involves overseeing daily operations, providing coaching, training, and aligning team work with organizational goals.

Responsibilities

• Provide day-to-day leadership and direction to the team.
• Supervise and provide direct oversight of team members.
• Lead by example, demonstrating excellence in customer service and operational processes.
• Maintain staff productivity, quality, and performance metrics.
• Plan and coordinate onboarding and training for new hires.
• Conduct routine and annual performance feedback, reviews, and development planning.
• Train and educate team members and the revenue cycle team on patient financial workflows.
• Assist Financial Counselors with patient estimates, payment discussions, financial assistance guidance, pre-service collections, and resolving patient financial concerns.
• Work with revenue cycle management to establish KPIs related to patient accounts receivable.
• Oversee pre-service financial estimates and collection processes to ensure consistency and compliance.
• Ensure consistent communication with patients regarding balances, payment expectations, and financing options.
• Monitor patient payment plans and collection activities in accordance with organizational policies.
• Coordinate and oversee co-pay assistance and free drug program processes for eligible patients.
• Address patient concerns and assist with complex account resolution as needed.
• Manage and monitor all patient accounts receivable balances for timely collection.
• Review aging reports and prioritize accounts requiring follow-up or escalation.
• Collaborate with clinical, patient service representatives, schedulers, billing, and front-end teams to improve patient financial experience and communication processes.
• Identify workflow improvement opportunities to enhance collections, reduce patient confusion, and improve patient satisfaction.
• Provide input and recommend changes to policies and procedures, as well as protocol development.
• Ensure compliance with organizational policies, payer requirements, and applicable regulatory guidelines.

Supervisory Responsibilities

• Coordinates and supervises the activities of assigned individual contributors.
• LMA | Lead, Manage, Accountable: Oversees, guides, and ensures direct reports and team members are accountable for their responsibilities and performance deliverables.
• Reviews, corrects, and approves timecards and PTO requests through our timekeeping and payroll system.
• Completes Compass Reviews with staff on a quarterly basis.
• Supports the leadership team with budget management to include planning, monitoring, and controlling financial resources ensuring that expenditures align with the organization’s goals and financial policies.
• Demonstrates a commitment to leading with EMG’s Core Values in practice: maintaining an Optimistic Stance, Embracing Change, engaging in Real Talk, Doing the Right Thing, being Authentic, balancing Head and Heart, and practicing Stewardship.

Qualifications

• Associate or bachelor’s degree preferred; equivalent healthcare revenue cycle experience considered.
• Must have at least 2 years of relevant supervisory experience.
• Strong understanding of billing guidelines and state and federal regulations with impact analysis.
• Excellent communication and interpersonal skills, with the ability to interact with all internal and external customers in a professional and caring manner.
• Ability to make well-reasoned decisions, both independently and as part of a team.
• Proficient computer skills including Microsoft Office and email.
• Maintains patient confidentiality per state and federal and company regulations.
• Ability to read, understand, and follow oral and written instructions.
• Ability to project and maintain a professional image.
• Ability to work independently and excel as part of a team.
• Excellent customer service skills.
• Ability to complete work in a timely, accurate, and thorough manner.