Financial Advocacy and Support Services Coordinator
About The Position
Carolina NeuroSurgery & Spine Associates (CNSA), established in 1940, is one of the largest and most highly respected neurosurgical private practices in the nation. As a physician-led, multi-site organization, we are recognized for clinical excellence and innovation in brain and spine care. Through our growing MSO, PracticeCore, and strategic partnerships, we are building a scalable, forward-thinking platform to support providers and deliver exceptional patient care. Position is on-site located in Charlotte, NC. Role Overview: The Financial Advocacy and Support Services Coordinator provides daily operational leadership for the Financial Counseling team and owns workflow performance for patient financial services. This role coordinates staffing coverage, training, and day-to-day direction for financial counselors; oversees patient account resolution including refunds, self-pay adjustments, and attorney reduction requests; manages payment disputes, legal accounts, and bankruptcy cases; and supports month-end financial processes including bad debt reconciliation. This role provides input, coaching, and day-to-day direction in partnership with HR. This role also leads or supports key projects within the Patient Financial Services function and related MSO initiatives, from planning through execution.
Requirements
- Minimum 5 years of healthcare patient financial services or financial counseling experience
- Minimum 2 years in a lead or coordination capacity
- Strong working knowledge of self-pay adjustments, refunds, payment dispute resolution, and bad debt processes
- Experience with Epic and legacy practice management systems
- Active or eligible for notary public commission (or willingness to obtain)
Nice To Haves
- Experience coordinating legal account matters, settlements, or bankruptcy-related billing
- Project management certificate
- Experience supporting multi-entity or MSO financial services operations
- Familiarity with HIPAA compliance auditing and documentation standards
- Experience generating and analyzing operational reports (e.g., Zoom reporting)
Responsibilities
- Provide daily direction and coaching to the Financial Counseling team
- Optimize work queue assignments and distribution across the team
- Establish clear expectations and provide coaching to support accountability
- Coordinate adequate staffing coverage across all financial counseling functions, partnering with HR on staffing needs
- Reinforce adherence to organizational policies and procedures
- Support recruiting and interviewing of financial counseling staff in partnership with HR
- Support execution of staffing plans aligned with departmental goals and volume needs
- Deliver training on financial counseling workflows, systems, and policies
- Support ongoing professional development of team members
- Oversee daily revenue cycle workflows and productivity within financial counseling
- Ensure accuracy, efficiency, and consistency across team output
- Monitor workflow performance and address bottlenecks proactively
- Monitor collections and productivity against established targets
- Analyze performance trends and identify improvement opportunities
- Utilize Epic and legacy systems to manage financial counseling workflows
- Ensure team members maintain appropriate system access
- Provide hands-on workflow support and troubleshooting as needed
- Process patient refunds in accordance with policy
- Complete self-pay adjustments accurately and timely
- Manage Attorney Reduction Requests, ensuring proper documentation and approval
- Ensure compliance and accuracy across all financial adjustment activity
- Resolve credit card disputes and chargebacks
- Ensure proper documentation for all disputed transactions
- Identify trends in disputes and escalate systemic issues
- Manage legal accounts, settlements, and bankruptcy cases
- Coordinate with RCM leadership and legal contacts on case resolution
- Complete bad debt processing in line with month-end timelines
- Ensure reconciliation accuracy across financial counseling accounts
- Support internal and external audits as needed
- Generate Zoom and other operational reports for financial counseling performance
- Ensure reporting accuracy and consistency
- Support RCM leadership reporting needs as requested
- Ensure HIPAA and regulatory compliance across all financial counseling activity
- Maintain confidentiality of patient financial and account information
- Support audit readiness across the team
- Resolve complex patient account and financial counseling issues
- Support staff and RCM leadership on escalated matters
- Coordinate cross-functional solutions as needed
- Partner with clinical, coding, and administrative teams on shared workflows
- Support alignment between financial counseling and broader RCM initiatives
- Participate in relevant operational meetings
- Communicate updates, priorities, and policy changes to the team
- Maintain SOPs and ensure documentation accuracy
- Support system and process changes affecting financial counseling workflows
- Help drive team adoption of new tools, policies, and procedures
- Provide feedback to leadership on change impact and implementation
- Provide notary services for organizational or legal business needs as required
- Ensure compliance with applicable notary regulations
- Support enterprise-wide MSO initiatives as assigned, including process standardization, SOP development, and cross-entity alignment projects
- Plan, coordinate, and track projects related to patient financial services workflows, system changes, and MSO initiatives
- Develop timelines, milestones, and action plans for assigned projects
- Identify and escalate project risks or roadblocks to Head of RCM
- Document project outcomes and ensure follow-through on action items
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
