Financial Counseling Supervisor

Children's Healthcare of Atlanta•Brookhaven, GA

5d•Onsite

About The Position

The Financial Counseling Supervisor oversees daily operations of the financial counseling team in a pediatric hospital setting. This role ensures that families receive clear, compassionate guidance on insurance coverage and financial assistance while supporting organizational goals related to patient access, collections, and compliance. The supervisor serves as a working leader, providing direct supervision, coaching, and support to staff, and acting as a resource for complex financial, insurance, and charity care issues.

Requirements

3 years of experience in patient financial services, financial counseling, patient access, or related revenue cycle function
1 year in a lead or supervisory role, or demonstrated leadership responsibilities (e.g., trainer, team lead)
Experience in developing and analyzing reports related to staff productivity and quality, patient volume trending, and account resolution
Strong understanding of health insurance plans, eligibility and benefits, including Medicaid/CHIP and commercial payers
Knowledge of financial assistance programs, charity care guidelines, and hospital billing practices
Proficiency with hospital registration, billing, and EHR systems (e.g., Epic or similar), as well as Microsoft Office applications
Excellent communication and interpersonal skills, with the ability to explain complex financial information in a clear, compassionate manner to diverse families and staff
Demonstrated leadership skills, including coaching, conflict resolution, and performance management
Strong organizational skills with the ability to prioritize, multitask, and meet deadlines in a fast-paced environment
Commitment to equity, inclusion, and reducing financial barriers to care for children and families
Ability to handle sensitive information with discretion and maintain patient confidentiality in accordance with HIPAA and organizational policies

Nice To Haves

Associate or bachelor’s degree in business, healthcare administration, finance, or related field
Experience in a hospital or pediatric healthcare setting
Experience with Medicaid/CHIP, marketplace plans, and hospital charity care programs
Experience with Epic Electronic Health Record System
Certification in healthcare access, revenue cycle, financial counseling or Epic

Responsibilities

Supervise financial counseling staff, including hiring, onboarding, scheduling, performance evaluation, and corrective action as needed.
Provide day-to-day direction, assign workloads, and ensure appropriate staffing coverage for inpatient, outpatient, and emergency department areas.
Foster a family-centered, culturally sensitive environment that supports the unique needs of pediatric patients and their caregivers.
Conduct regular team huddles and one-on-one check-ins to review priorities, address barriers, and promote engagement and professional development.
Oversee all point-of-service and post-service financial counseling activities, including benefit screening, insurance application, insurance follow-up and patient billing and financial assistance as needed.
Ensure timely review of accounts for financial assistance eligibility, Medicaid/CHIP screening, charity care, and other internal or external assistance programs.
Collaborate with patient access, case management, social work, and other teams to support smooth patient flow and minimize financial barriers to care.
Monitor work queues, productivity, and service-level expectations to ensure timely completion of tasks and optimal patient experience.
Support implementation of new processes, technologies, and system upgrades (e.g., EHR/registration systems) related to financial counseling.
Serve as an escalation point for complex or sensitive financial counseling cases.
Ensure staff provide clear, empathetic communication regarding insurance coverage, out-of-network payers, payment options, and financial assistance policies.
Promote a trauma-informed, family-centered approach, recognizing the emotional and financial stressors associated with pediatric care.
Address patient and family concerns or complaints related to financial counseling, working with leadership as needed.
Ensure compliance with federal, state, and payer regulations related to billing, charity care, EMTALA, Medicaid/CHIP, and financial assistance.
Maintain current knowledge of hospital financial assistance policies and payer requirements; update and educate staff as changes occur.
Partner with leadership to develop, update, and enforce policies and procedures related to financial counseling and patient financial communications.
Participate in audits, internal reviews, and compliance projects as needed.
Track and report key performance indicators (KPIs) such as: self pay families screened, self pay families converted to commercial coverage, self pay families converted to Medicaid coverage.
Analyze trends, identify root causes of issues, and recommend process improvements.
Support training and education for hospital staff on financial counseling workflows, financial assistance policies, and patient communication best practices.