Revenue Cycle Supervisor, Patient Financial Billing & Collections

Position is Full-Time Hybrid working in Hudson, WI

JOB SUMMARY:

The Revenue Cycle Supervisor provides leadership and oversight for Patient Financial Counselor operations, with primary responsibility for patient self-pay accounts receivable, collections, and the overall patient financial experience.

This position is responsible for ensuring the Patient Financial Counselor team operates efficiently, consistently, and in accordance with organizational policies, payer requirements, and applicable state and federal regulations. The Supervisor monitors financial and operational performance, identifies opportunities for improvement, develops and implements effective workflows, and holds staff accountable for productivity, quality, and service expectations.

The Revenue Cycle Supervisor serves as a key resource for staff and patients and partners closely with the Revenue Cycle Manager and other departments to resolve complex issues, improve processes, and support organizational revenue cycle goals.

This position is primarily remote and requires regular in-house coverage and meeting attendance.

CORE

DUTIES AND RESPONSIBILITIES:

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

Establish clear performance expectations and hold staff accountable for productivity, quality, accuracy, attendance, and customer service.

Manage staff schedules and coverage to ensure operational needs are consistently met.

Lead onboarding, training, cross-training, and ongoing staff development.

Develop, maintain, and update training materials, workflows, procedures, and reference resources.

Conduct regular coaching, performance discussions, and annual performance evaluations.

Partner with the Revenue Cycle Manager on recruitment, hiring, retention, corrective action, and other personnel matters.

Foster a culture of accountability, collaboration, professionalism, and patient service.

Recognize staff performance and identify opportunities to improve engagement, knowledge, and team effectiveness.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Oversee patient billing and self-pay processes, including statement processing, payment arrangements, account adjustments, credit balances, refunds, returned mail, and family billing updates.

Oversee self-pay collection activities and ensure accounts progress appropriately through established collection workflows.

Monitor payment arrangements, bankruptcies, bad debt, collection agency placements, and other complex self-pay account activity.

Serve as an escalation point for complex patient financial issues, disputes, and customer service concerns.

Ensure patient financial policies and procedures are applied consistently and appropriately.

Monitor patient communication practices and collection activities for compliance with applicable regulatory requirements and organizational standards.

Support a positive patient financial experience while balancing appropriate collection practices and organizational financial objectives.

Monitor and analyze patient accounts receivable, collection performance, aging, payment activity, and other key financial indicators.

Identify trends, barriers, and opportunities affecting self-pay A/R and cash collections.

Develop and implement strategies to reduce outstanding balances, improve collection performance, and maintain appropriate A/R levels.

Monitor staff productivity and quality metrics and develop improvement plans when performance does not meet expectations.

Prepare, review, and analyze operational and financial reports to support decision-making and performance improvement.

Communicate department performance, trends, priorities, and opportunities to the Revenue Cycle Manager and leadership as appropriate.

SUPPLEMENTAL

DUTIES AND RESPONSIBILITIES:

Provide cross-functional support to other Revenue Cycle areas, including insurance follow-up and other billing functions, as operational needs require.

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

Assist with special projects, audits, reporting, system testing, and other Revenue Cycle initiatives.

Maintain confidentiality of patient and organizational information in accordance with HIPAA and organizational policies.

Perform other duties as assigned.

WORKING CONDITIONS:

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…