Supervisor - Self Pay Revenue Cycle

HonorHealth•Phoenix, AZ

1d•Hybrid

About The Position

The Self-Pay Revenue Cycle Supervisor supervises centralized personnel assigned to self-pay collections for hospital and professional business offices. The role monitors productivity and quality guidelines for collections and maintains employee standards while ensuring 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, monitors third-party vendors, and communicates trends and areas for improvement. This position is based in Deer Valley, Phoenix, Arizona, and is hybrid. It supports a high-volume call center and a large employee group of 23. The supervisor must be comfortable responding to customer and patient complaints and training and leading employees remotely. Base hours of operation are Monday through Friday, and the schedule must cover 8:00 a.m. to 4:30 p.m.

Requirements

High school diploma or GED.
At least 3 years of experience in a healthcare customer service environment, such as hospital or medical group registration or hospital and/or physician billing or collections.
At least 2 years in a supervisory or leadership role, including supervising staff in the absence of a supervisor, such as serving as a lead.
Must be comfortable responding to customer and patient complaints.
Must be comfortable training and leading 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 different departments within the network and monitor established workflows to ensure work meets standards and guidelines.
Communicate effectively and in a timely manner with employees and leaders.
Complete daily tasks as assigned.
Research and answer third-party vendor questions related to 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, return mail, and other account duties.
Supervise collector work files for productivity and quality.
Review and resolve difficult customer service complaints.
Identify potential billing-process problems and work with other teams to correct them.
Provide the manager with feedback on revenue cycle concerns.
Oversee staff and ensure adequate staffing levels, including hiring and onboarding, evaluating, managing performance, coaching, and developing employees.
Ensure employee productivity, quality of work, and alignment of goals with the organization’s mission, vision, and values.
Perform other duties as assigned.