Supervisor, Financial Counseling

R1•Wichita, KS

8d•Remote

About The Position

The Supervisor, Financial Counseling leads a team responsible for financial screening of uninsured patients and identifying financial assistance programs for patients who cannot meet their financial obligations. The supervisor oversees team performance, ensures compliance with applicable guidelines and policies, supports staff development, and helps deliver a high-quality patient experience. The role works with leadership and internal and external partners to coordinate staffing, prioritize service lines, resolve escalated accounts, and improve financial counseling operations. A bachelor's degree is listed, though equivalent experience may be considered in lieu of a degree. The position requires at least three years of experience, including at least one year in a management role.

Requirements

At least 3 years of experience, including at least 1 year in a management role.
Bachelor's degree; equivalent experience may be considered in lieu of a degree.

Responsibilities

Support training and onboarding of new associates; assist with recruiting as needed; and recommend updates to operating guides, job aids, and training materials.
Encourage associates to broaden their knowledge and take on stretch opportunities and duties beyond their day-to-day responsibilities.
Lead one-on-one meetings as needed to advance initiatives, address performance, and provide mentorship.
Develop content for or lead team meetings as directed, review financial counseling metrics, and hold associates accountable for performance targets.
Conduct regular onsite leadership rounding, measure the quality of staff-to-patient interactions, and provide coaching.
Partner with leadership to execute staffing coverage strategies and service-line prioritization; track and report employee responsibilities, shift schedules, and leave coverage.
Demonstrate and coach excellent customer service practices to help associates create a positive patient experience.
Supervise associates who screen uninsured patients and identify financial assistance programs for patients unable to meet their financial obligations.
Perform screening and conversion activities when needed, including out-of-office coverage and case escalations.
Research Medicaid and other funding-source eligibility, enrollment, and documentation requirements for acute hospital accounts, and ensure those requirements are incorporated into associate protocols.
Monitor account actions to ensure guidelines and policies are followed; evaluate processes and procedures with National Financial Counseling leadership to improve uninsured-patient screening and conversion activities.
Serve as a liaison among Case Management, clinical staff, Medicaid vendors, and the Family Independence Agency to help patients and families complete assistance applications and determine eligibility and coverage.
Build working relationships with internal and external counterparts to facilitate collaboration.
Address escalated at-risk accounts and ensure effective handling of delays of service for elective, non-urgent admissions, procedures, and scheduled diagnostic testing that lack approval before the date of service.
Support high-level escalations from internal and external leadership.
Prepare, analyze, and provide assigned daily, weekly, and monthly key-metric reports.
Monitor and address individual associate performance deficiencies and team performance; ensure targets are met and applicable guidelines and policies are followed.
Develop and coach associates to support career growth and high-quality activity.
Analyze performance and productivity metrics in depth to identify root causes of defects and areas for improvement.
Conduct periodic site visits to assess financial counseling operations.
Perform other duties and projects as assigned.