RCM Supervisor - Billing

Vital Care Infusion Services•Phoenix, AZ

About The Position

The RCM Supervisor - Billing plans for and manages specialist functions involving initial intake, billing, and collections. The supervisor serves as the company's voice in interactions with franchise partners, payers, and patients, cultivating outstanding customer service. The role oversees Reimbursement Specialists, manages staffing and schedules to meet workload and service needs, monitors quality and productivity, and supports compliance with operating procedures and performance expectations. The supervisor provides guidance, training, mentoring, and performance management to department associates; evaluates team effectiveness using performance metrics; and identifies opportunities to improve service, accuracy, and results. The position may also reconcile reimbursement checks against claims for some programs and performs other related duties as assigned.

Requirements

Highly effective communication skills, including listening, understanding, speaking, and writing.
Solid business knowledge and the ability to analyze data and identify actions.
Ability to lead by example and build teams, influence, teach, train, counsel, and coach toward organizational goals.
Ability to identify training requirements and develop and implement training models to improve results.
Knowledge of current pharmacy applications and MS Office software, including strong Excel proficiency.
Strong customer service and leadership skills to develop a customer-centric culture and promote ownership of the customer and patient experience.
Ability to foster care and compassion for patients while encouraging performance that exceeds objectives.
Ability to collaborate across functional teams and manage projects.
Analytical skills and business acumen, including problem-solving and professional judgment in analyzing business issues and exploring resolutions.
Minimum 2 years of experience in an infusion setting (the posting states 2–3 years required).
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 standards.
Track workload distribution and assess staffing needs and opportunities.
Serve as an escalation agent to resolve franchise partner and patient complaints.
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 account accuracy and appropriate escalation, ensuring compliance with policies and procedures and identifying training needs.
Review claims acceptance and rejection reports and take necessary steps to correct and resubmit rejected claims.
Interview, select, train, and assign department associates; provide direction and mentoring.
Develop and communicate individual and departmental performance metrics.
Evaluate performance and provide counseling, cross-training, and coaching to associates.
Maintain mutually respectful employer relations.
Perform other related duties as assigned.

Benefits

Comprehensive medical, dental, and vision plans
Flexible spending and health savings accounts
Paid time off, personal days, and company-paid holidays
Paid paternal leave
Volunteerism days off
Company-sponsored basic life insurance and long-term disability insurance
Employee-paid voluntary life, accident, critical illness, and short-term disability insurance
401(k) matching
Tuition reimbursement
Employee assistance programs for mental health, financial, and legal support
Rewards programs offered by the medical carrier
Professional development and growth opportunities
Employee Referral Program