RCM Supervisor - Billing

Vital Care Infusion Services•Philadelphia, PA

About The Position

The RCM Supervisor - Billing plans for and manages Specialist positions across initial intake, billing, and collections. The role promotes outstanding customer service in interactions with franchise partners, payers, and patients. The supervisor oversees staffing, schedules, workload distribution, performance, quality, compliance, and training, and serves as an escalation point for partner and patient concerns. The role also collaborates with payer and benefit support programs, audits transactions and claims, and guides the team in improving reimbursement operations.

Requirements

Highly effective communication skills, including listening, understanding, speaking, and writing.
Solid business knowledge and ability to analyze data and identify actions.
Ability to lead by example and build teams; influence, teach, train, counsel, and coach to achieve organizational goals.
Ability to identify training requirements and develop and implement training models to improve results.
Demonstrated knowledge of current pharmacy applications and Microsoft Office software, including strong Excel proficiency.
Strong customer service and leadership skills to build a customer-centric culture and promote ownership of the customer and patient experience.
Ability to foster care and compassion for patients while motivating staff to exceed performance objectives.
Ability to collaborate across functional teams and manage projects.
Analytical skills and business acumen, including problem-solving and sound professional judgment in analyzing business issues and exploring resolutions.
2–3 years of experience in an infusion setting.
Minimum 3 years of supervisor experience.
Knowledge of Vital Care systems, including CareTend and the RCM Portal.
Knowledge of payer compliance.

Nice To Haves

Bachelor’s degree in business or equivalent work experience preferred.

Responsibilities

Supervise processing of new patient referrals, insurance benefit investigations and verifications, prior authorizations, billing, and collections.
Manage Reimbursement Specialist schedules and reallocate resources to meet KPIs and service demands.
Track workload distribution and conduct ongoing needs assessments to identify staffing opportunities.
Resolve franchise partner and patient complaints as an escalation agent.
Implement, communicate, and maintain operating procedures for functional areas, quality, compliance, and performance expectations.
Monitor team results for compliance with quality and productivity expectations and identify improvement opportunities.
Collaborate with Payor/Benefit support programs to resolve missing claims reports and member escalations.
Implement customer service standards and ensure compliance.
Train and mentor staff in customer service and collection techniques.
Reconcile reimbursement checks against claims for some programs, as needed.
Guide, train, and develop Reimbursement Specialists in patient insurance billing, collections, benefit investigation, and insurance authorizations.
Audit team transactions for accuracy and appropriate escalation, ensure compliance with policies and procedures, and identify training opportunities.
Review claims acceptance and rejection reports and take necessary actions to correct and resubmit rejected claims.
Interview, select, train, and assign department associates; provide direction and mentoring.
Develop and communicate performance metrics to assess individual and department effectiveness.
Evaluate performance and provide counseling, cross-training, and coaching.
Maintain mutually respectful employer relations.
Perform other related duties as assigned.