Supervisor, Financial Counseling

Supervisor, Financial Counseling

The Supervisor, Financial Counseling leads a team responsible for the full financial-counseling lifecycle of residents in our long-term care facilities, from pre-admission financial screening through Mass Health Pending and Annual Renewal management, Self Pay collections, income and resource coordination, and Patient Paid Amount (PPA) computation. The Supervisor is a working leader: approximately 20-25% of capacity is reserved for individual casework on the highest-risk Mass Health Pending and complex collections accounts, and 75% is dedicated to leading, coaching, and developing the team;

building and enforcing policies and procedures; managing external vendors (notably Parent Care); and reporting performance to the VP, Revenue Cycle. The Supervisor is the single point of accountability for the team's financial performance against the KPIs defined in the program business case (Self Pay AR aging, Mass Health Pending conversion rate, Mass Health Renewal completion rate, Admission Financial Risk Score adoption, Parent Care SLA compliance, cross-training certification).

Team leadership
• Lead direct reports through daily 15-minute team huddles, weekly 1:1s, and monthly performance reviews.
• Coach staff into expanded specialist roles, including individualized 60-day onboarding plans for the Income & Patient Paid Amount Specialist (PPA computation, SS verification, pension review) and any Patient Financial Counselors transitioning from prior collections-only roles into broader counseling work.
• Lead by example. Carry an individual caseload of approximately 20-25% of working capacity, focused on the highest-risk Mass Health Pending and most complex Self Pay collections accounts.
• Build a shared work queue, daily target board, and escalation routing for the team.

Operations and execution
• Own the team's KPIs and weekly report to the VP, Revenue Cycle. Diagnose performance gaps and execute corrective action.
• Personally handle escalations from the team: complex family conversations, ambiguous eligibility decisions, denied applications, large past-due balances.
• Ensure 100% of new admissions are scored using the Admission Financial Risk Score (AFRS); ensure documented mitigation plans within seven days of admission for all medium- and high-risk admissions.
• Ensure annual Mass Health renewals are completed on or before each deadline; build and maintain a rolling 12-month renewal calendar.

Policies and procedures
• Establish written policies and procedures for the financial counseling function, including communication workflow and standardized handoff between Admissions and Financial Counseling; audit and compliance for admission files and financial agreements; non-compliant patient/guarantor escalation steps; staff training standards; and account closure across multiple billing systems.
• Ensure all admissions agreements and Powers of Attorney are executed at admission; close documented gaps for residents already in the facility.
• Maintain audit-ready documentation aligned with federal and Massachusetts regulatory requirements.

Vendor and External relationships
• Own the Parent Care relationship: weekly case-status review; SLA enforcement; defined escalation path for stalled cases; quarterly performance review.
• Triage at admission: decide which Mass Health Pending residents are routed to Parent Care versus handled in-house, based on case complexity and AFRS score.
• Manage facility-paid Parent Care investments for AFRS 61+ residents within an approved budget envelope.
• Liaise with internal-legal, elder-law attorneys, state agencies, and managed care organizations as cases require.
• Coordinate handoffs with Billing & Follow-up (Mass Health AR, Medicare AR, Therapy AR, OP/Other IP Billing). The VP, Revenue Cycle remains the FC Supervisor's primary reporting line.
• Establish and run a weekly Medicaid Rejection Review with Billing leadership (FC Supervisor and Billing leadership are standing attendees; PFCs attend as rotating standing attendees based on which portfolios have cases on the agenda). Documented agenda, action log, and named owners with deadlines. Cadence is…