PAR Supervisor

The PAR Supervisor leads the patient-facing arm of the revenue cycle for our multi-state ambulatory infusion center (AIC) operation. This role owns inbound patient call triage, outbound self-pay and pre-bad-debt collection outreach, phone-based patient payment intake, payment plan, and live escalation/floor support for the PAR team, while ensuring strict compliance with HIPAA, TCPA, FDCPA, and PCI-DSS standards in every interaction.

• Serve as live escalation and triage support: take warm-transferred calls when patients ask for a supervisor or when complexity, complaint risk, or financial sensitivity warrants supervisor handling; provide real-time floor support to coach reps, approve exception payment plans, and authorize courtesy adjustments within policy.
• Own inbound call queue performance across all clinic sites; ensure calls, voicemails, and AdvancedMD portal messages are handled within service-level targets; adjust staffing in real time during peak windows (post-statement, end-of-deductible-year).
• Direct the outbound self-pay collections program: pre-bad-debt outreach, payment reminder campaigns, balance-after-insurance follow-up, and high-balance personal outreach; manage the bad-debt referral pipeline to the third-party agency.
• Supervise patient payment intake by phone (credit/debit, HSA/FSA, ACH/eCheck) under PCI-DSS controls; reconcile daily phone payments reports.
• Own the payment plan program (terms, exceptions, default workflow).
• Hire, train, schedule, coach, and performance-manage the PAR team; run a structured QA call-monitoring program; maintain a KPI scorecard covering service, productivity, financial recovery, quality, and compliance.
• Ensure ongoing team compliance with HIPAA, TCPA, FDCPA, PCI-DSS, state consumer protection statutes (CO, UT, NV, FL, NM, WA), and No Surprises Act requirements.

• Experience: Minimum 5+ years of healthcare revenue cycle or patient accounts experience, including at least 2 years in a lead or supervisory role. Significant call-center, collections, or patient-facing experience required.
• Compliance: Working knowledge of HIPAA, TCPA, FDCPA, PCI-DSS, and No Surprises Act / Good Faith Estimate requirements as applied to patient communication, debt collection, and payment processing.
• Skills: Strong leadership, de-escalation, and coaching skills; excellent verbal communication; ability to lead a team through difficult patient conversations while maintaining professionalism, empathy, and compliance.
• Preferred stack: AdvancedMD (PM), WeInfuse / R2 (infusion workflow), Waystar (clearinghouse), cloud VoIP / contact center, PCI-DSS payment portal integrated with AdvancedMD, Microsoft Excel & Office Suite. Experience with comparable systems plus demonstrated rapid-learning ability will be considered.

• Prior experience in infusion, oncology, specialty pharmacy, or other high-acuity, high-deductible reimbursement environments.
• Multi-site, multi-state centralized business office experience.
• Hands-on Waystar experience (patient statements, patient responsibility logic, remittance interpretation) and merger/TIN-consolidation experience (statement reissuance, integration of acquired patient AR populations).
• Bilingual (English/Spanish) strongly preferred.
• A medical coding or billing certification (CPC, CCS, CPB, CRCS, or comparable) is a strong plus and is viewed as a valuable stepping stone for learning the revenue cycle and reimbursement landscape; revenue-cycle certifications (CRCR, CHFP) also welcome.

In addition to competitive rates, we offer the following benefits:

• 401(k) Matching
• Health, Vision, and Dental Insurance
• Over 20 days of paid time off annually