Customer Service Supervisor - Revenue Cycle

LCMC Health

About The Position

Your job is more than a job The Customer Experience Supervisor oversees a team responsible for answering inbound patient phone calls, resolving patient billing disputes, managing formal complaints, and processing all incoming correspondence from insurance companies, attorneys, patients, and regulatory agencies. This role ensures timely, accurate, and compliant responses across all communication channels while maintaining high service standards, productivity benchmarks, and quality assurance measures. By providing leadership, coaching, workflow management, and cross-functional coordination with revenue cycle, compliance, and legal departments, the supervisor protects organizational revenue, mitigates regulatory and legal risk, improves patient satisfaction, and drives continuous process improvement across the customer experience function. GENERAL DUTIES Maintains responsibility of the timely submission of all hospital claims; and supervises compliant application of departmental and organizational policies, procedures, and standards. Tracks the status of all unbilled claims, all claims held for edits and all claims being held waiting additional information from various departments. Maintains the internal tracking tool by extracting data for reports, training and educating staff on pending claims or claims held for various edits or information. Provides support to billing staff by adhering to an established educational plan to ensure quality and productivity standards are met. Assists in gathering and assembling documentation related to billing, edit and information request trends and root causes for various meetings. Executes excellent customer service and professionalism when interacting with staff, vendor representatives, payers, patients, and families to ensure all are treated with kindness and respect, Through leadership and by example, ensures that services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements. Performs additional assignments and maintains current knowledge of the billing management field by independently following industry trends, as well as by completing any required ongoing training and instruction. Participates in recruitment efforts for billing staff and serves on hiring committees as needed to aid in identifying highly qualified candidates. Regularly assesses team members’ workloads to ensure an equitable distribution of work. Performs quality audits and meets with team members to assess productivity and / or quality standards. Identifies barriers to efficient departmental operations and takes an active role in developing appropriate and effective solutions. Assists in management of employee time and attendance as needed. Assists in developing new-hire curriculum, providing initial education, and planning ongoing professional development opportunities for existing staff members; cross-trains staff members on billing concepts as needed. Acts in accordance with LCMC’s mission and values, while serving as a role model for ethical behavior. Ensures departmental staff members adhere to federal and state regulations related to the protection of patient information (e.g., the Health Insurance Portability and Accountability Act (HIPAA)) as well as facility-specific guidelines. MINIMUM QUALIFICATIONS Required: High School Diploma/GED or equivalent OR 2 years of work experience. KNOWLEDGE, SKILLS, AND ABILITIES Must be able to pass basic computer skills test and system level training. Working knowledge of system reports and the ability to analyze system information to determine the impact of possible changes. Demonstrated knowledge of hospital and professional billing processes and reimbursement. Demonstrated knowledge of third-party contracting. Demonstrated knowledge of Insurance protocols, delay tactics, systems, and workflows. Demonstrated knowledge of ERISA guidelines for denials and appeals. Demonstrated knowledge of Regulations related to denials and appeals. Ability to take initiative by identifying problems, conceptualizing resolutions, and implementing change. Possesses efficient time-management skills and proven ability to multitask under tight deadlines. Excellent leadership, conflict-resolution, and customer service skills. Exceptional writing and communication skills. Strong comfort level with computer systems.

Requirements

High School Diploma/GED or equivalent OR 2 years of work experience
Must be able to pass basic computer skills test and system level training
Working knowledge of system reports and the ability to analyze system information to determine the impact of possible changes
Demonstrated knowledge of hospital and professional billing processes and reimbursement
Demonstrated knowledge of third-party contracting
Demonstrated knowledge of Insurance protocols, delay tactics, systems, and workflows
Demonstrated knowledge of ERISA guidelines for denials and appeals
Demonstrated knowledge of Regulations related to denials and appeals
Ability to take initiative by identifying problems, conceptualizing resolutions, and implementing change
Possesses efficient time-management skills and proven ability to multitask under tight deadlines
Excellent leadership, conflict-resolution, and customer service skills
Exceptional writing and communication skills
Strong comfort level with computer systems

Responsibilities

Maintains responsibility of the timely submission of all hospital claims
Supervises compliant application of departmental and organizational policies, procedures, and standards
Tracks the status of all unbilled claims, all claims held for edits and all claims being held waiting additional information from various departments
Maintains the internal tracking tool by extracting data for reports, training and educating staff on pending claims or claims held for various edits or information
Provides support to billing staff by adhering to an established educational plan to ensure quality and productivity standards are met
Assists in gathering and assembling documentation related to billing, edit and information request trends and root causes for various meetings
Executes excellent customer service and professionalism when interacting with staff, vendor representatives, payers, patients, and families to ensure all are treated with kindness and respect
Ensures that services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements
Performs additional assignments and maintains current knowledge of the billing management field by independently following industry trends, as well as by completing any required ongoing training and instruction
Participates in recruitment efforts for billing staff and serves on hiring committees as needed to aid in identifying highly qualified candidates
Regularly assesses team members’ workloads to ensure an equitable distribution of work
Performs quality audits and meets with team members to assess productivity and / or quality standards
Identifies barriers to efficient departmental operations and takes an active role in developing appropriate and effective solutions
Assists in management of employee time and attendance as needed
Assists in developing new-hire curriculum, providing initial education, and planning ongoing professional development opportunities for existing staff members; cross-trains staff members on billing concepts as needed
Acts in accordance with LCMC’s mission and values, while serving as a role model for ethical behavior
Ensures departmental staff members adhere to federal and state regulations related to the protection of patient information (e.g., the Health Insurance Portability and Accountability Act (HIPAA)) as well as facility-specific guidelines