Supervisor - Self Pay Revenue Cycle

HonorHealth•Phoenix, AZ

1d•Hybrid

About The Position

The Self-Pay Revenue Cycle Supervisor supervises centralized personnel responsible for self-pay collections for hospital and professional business offices. The role monitors productivity and collection quality, maintains employee standards, and ensures adherence to organizational policies and procedures. The supervisor plans, organizes, and oversees daily self-pay billing and collections operations across professional and facility lines of business, and monitors third-party vendors for trends and improvement opportunities. This position is based in Deer Valley, Phoenix, Arizona, and is hybrid. The work schedule is Monday through Friday, with base hours of operation that must cover 8:00 a.m. to 4:30 p.m. The supervisor leads a group of 23 employees in a high-volume call-center environment and must be comfortable handling customer and patient complaints and training and leading employees remotely.

Requirements

High school diploma or GED required.
Three years of experience in a healthcare customer service environment, such as hospital or medical group registration or hospital or physician billing/collections, including two years in a supervisory or leadership role, required.
Comfort with a high-volume call-center environment and responding to customer and patient complaints.
Ability to train and lead employees remotely.

Nice To Haves

Associate's degree preferred.
Two years of healthcare customer service leadership experience in a central billing office preferred.
Previous call-center experience is a plus.

Responsibilities

Assist with billing questions from departments across the network and monitor workflows to ensure work meets established standards and guidelines.
Communicate effectively and promptly with employees and leaders.
Complete daily tasks as assigned.
Research and answer third-party vendor questions about self-pay accounts.
Track and audit patient accounts receivable on an aging rotation for professional and facility accounts.
Assign and monitor work queue assignments related to credits, financial assistance, payment plans, returned mail, and other account duties.
Supervise collector work files for productivity and quality.
Review and resolve difficult customer service complaints.
Work with other teams to identify and correct potential billing-process problems.
Provide feedback to the manager on revenue cycle concerns.
Oversee staffing levels and staff hiring, onboarding, evaluation, performance management, coaching, and development.
Ensure employee productivity, quality of work, and alignment with the organization's mission, vision, and values.
Perform other duties as assigned.