POSITION SUMMARY

The Financial Services Supervisor plays a pivotal role in leading and supporting the patient financial services team to ensure that patients receive an exceptional patient experience when engaged with financial counselors. This is a very patient-service focused role. This position involves overseeing daily operations, providing coaching, training and aligning the team’s work with organizational goals, expectations and patient needs. The Financial Services Supervisor supervises financial counselors in their daily workflows related to outstanding patient balances, pre-service estimates and collections, financial assistance resources, co-pay assistance programs, and free drug program coordination. This position is responsible for managing and monitoring all patient accounts receivable balances for timely collection. The Financial Services Supervisor partners with clinical, patient service representatives, schedulers, and revenue cycle teams to provide an exceptional patient financial experience while supporting the organization’s financial performance.

PRIMARY 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.
• Monitor team performance, addressing obstacles and providing actionable feedback to ensure consistency in service delivery.
• Monitor staff productivity, quality, and performance metrics.
• Plan and coordinate the onboarding and training for new hires.
• Conduct routine and annual performance feedback, reviews, and planning for development.
• Provide training and education related to patient financial workflows to team members, and the revenue cycle team to improve patient financial experience.
• Provide hands-on financial support to patients by assisting Financial Counselors with patient estimates, payment discussions, financial assistance guidance, pre-service collections, and resolution of patient financial concerns.
• Work with revenue cycle management to establish goals and Key Performance Indicators (KPIs) related to patient accounts receivable.
• Lead Financial Counselors in providing patients with accurate surgical and procedural estimates, pre-service collections, and patient financial education regarding insurance benefits and out-of-pocket responsibilities.
• Oversee pre-service financial estimates and collection processes to ensure consistency and compliance.
• Work with clinic and ASC departments to ensure timely pre-collections for appropriate services.
• Ensure consistent communication with patients regarding balances, payment expectations, financing options to support a positive patient experience.
• Monitor patient payment plans and collection activities in accordance with organizational policies.
• Assist with coordination and oversight of 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 patient 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 and well as protocol development
• Ensure compliance with organizational policies, payer requirements, and applicable regulatory guidelines.

SUPERVISORY RESPONSIBILITIES

1. Coordinates and supervises the activities of assigned individual contributors

2. LMA | Lead, Manage, Accountable: Oversees, guides, and ensures direct reports and team members are accountable for their responsibilities and performance deliverables.

3. Reviews, corrects, and approves timecards and PTO requests through our timekeeping and payroll system.

4. Completes Compass Reviews with staff on a quarterly basis.

5. 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.

6. 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.

WORK ENVIRONMENT

Work is completed in an office and/or clinical healthcare setting with little exposure to harsh conditions and hazards. Training, Certification, and/or Personal Protective Equipment is provided when necessary. Incumbent will have the ability to move freely and may be required to sit or stand for long periods of time. May be required to balance, bend/stoop, stretch, push/pull, kneel, reach, and lift up to 25 lbs. to perform essential duties and responsibilities of the role. Hand and eye coordination, finger dexterity, and the ability to communicate both verbally and in writing. Is required to travel to and from office locations as needed.

Daily operation of various office equipment: fax machine, telephone & voice mail operating system. Stationary/laptop computer, e-mail system, & copier.

This position has been evaluated for remote work eligibility, and is NOT eligible for remote work.

1. Required to sit or stand for extended periods of time.

2. Ability to maintain confidentiality in the performance of duties.

3. Ability to complete work in a timely, accurate and thorough manner.

4. Ability to work collaboratively with members of the EMG practice.

QUALIFICATIONS

1. Associate or bachelor’s degree preferred; equivalent healthcare revenue cycle experience considered.

2. Must have at least 2 years of relevant supervisory experience

3. Strong understanding of billing guidelines and state and federal regulations with impact analysis.

4. Excellent communication and interpersonal skills, with the ability to interact with all internal and external customers in a professional and caring manner.

5. Ability to make well-reasoned decisions, both independently and as part of a team.

6. Proficient computer skills including Microsoft Office and email.

7. Maintains patient confidentiality per state and federal and company regulations.

8. Ability to read, understand and follow oral and written instructions.

9. Ability to project and maintain a professional image.

10. Ability to work independently and excel as part of a team.

11. Excellent customer service skills.

12. Ability to complete work in a timely, accurate, and thorough manner.