Supervisor Collections

PURPOSE AND SCOPE

The Supervisor, Patient Collections is responsible for the ongoing activities in the development, implementation, and maintenance of departmental processes, policies, and procedures related to patient collections operations. The Supervisor oversees the daily performance of Patient Account Representatives, including productivity, quality, patient experience, and compliance activities, to ensure departmental goals are achieved.

The Supervisor provides leadership, coaching, and performance management to support employee development and operational effectiveness. This role works closely with management and cross-functional teams to resolve issues, improve processes, and support business objectives.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Supervise the daily operations of the team, including establishing performance expectations, assigning work, and maintaining schedules.

• Motivate staff and foster team engagement through ongoing coaching, training, communication, and development.

• Monitor the team's collections and customer service activities, ensuring timely and accurate completion of work.

• Review productivity, quality, adherence, collections, and patient experience metrics to ensure departmental goals are achieved.

• Assist with escalated patient concerns and complex account situations.

• Support onboarding, training, and continued development of new and existing staff.

• Prepare reports for management review on a routine basis.

• Ensure compliance with company policies, regulatory requirements, and departmental procedures.

• Review current processes and procedures, recommending improvements for operational efficiency and effectiveness.

• Provide direct supervision of assigned team(s) through ongoing leadership and guidance, partnering with Human Resources on employee matters.

• Serve as a liaison to cross-functional teams and support departmental initiatives and projects as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

May occasionally lift and/or move up to 20 pounds.

Travel may be required.

SUPERVISION:

May be responsible for the supervision of various levels of collections staff.

EDUCATION:

Bachelor’s Degree or equivalent work experience required

EXPERIENCE AND REQUIRED SKILLS

• 2 – 3 years’ experience as a Sr. Patient Account Rep - Collections; or 1 – 3 years’ experience as a Supervisor.

• Knowledge of healthcare revenue cycle operations, patient collections, insurance billing, and account resolution practices.

• Experience coaching employees and managing performance in a metrics-driven environment.

• Working knowledge of call center operations, quality assurance processes, workforce management concepts, and productivity metrics.

• Strong computer skills with demonstrated proficiency in word processing, spreadsheet, and email applications.

• Detail oriented with strong analytical, organizational, and problem-solving skills.

• Good interpersonal skills with the ability to work independently or in a team environment.

• Excellent oral and written communication skills, with demonstrated ability to lead, motivate, and develop employees while effectively managing multiple priorities.