RCM Support Specialist Supervisor

JOB SUMMARY:

The RCM Support Services Supervisor oversees the RCM Support Services team and related patient financial support functions to ensure a seamless accurate and patient-centered financial experience. This role provides leadership and daily opeational oversight for insurance verification authorization support financial clearance patient billing inquiries cost estimates charge and payment issue resolution refund research and escalation of complex account concerns. The supervisor partners closely with Financial Clearance Billing Coding Charge Posting Payment Posting A/R clinical scheduling and front office teams to support consistent workflows timely issue resolution compliance with payer and organizational requirements and continuous improvement across the revenue cycle.

ESSENTIAL JOB FUNCTIONS (other duties as required):

Provide daily supervision coaching scheduling performance management and workflow prioritization for RCM Support Services staff including financial counselors surgery charge posters and related support team members.

Interview hire train evaluate and address performance concerns for assigned staff in partnership with leadership and Human Resources.

Oversee insurance verification benefits review authorization validation referrals and financial clearance activity for office visits diagnostics injections procedures and surgeries.

Ensure patients receive clear explanations of insurance benefits copayments deductibles out-of-pocket estimates payment options financial assistance options and billing statement questions.

Maintain and support fee schedules payer files RTS eligibility tools insurance guides financing workflows and other resources used to support accurate patient financial communication and billing processes.

Serve as the primary point of contact for Alphaeon Credit CareCredit and other patient financing programs including compliance training dispute resolution and timely follow-up.

Research update and coordinate correction of claim charge posting payment posting adjustment refund denial and account balance issues to support accurate and timely revenue cycle resolution.

Collaborate with Billing Coding Charge Posting Payment Posting A/R Financial Clearance clinical scheduling and front office teams to resolve issues prevent recurrence and minimize denials or scheduling disruptions.

Provide training and support to patient care counselors front office staff managers BID and other departments regarding insurance authorizations billing protocols patient financial expectations and RCM workflows.

Monitor performance metrics production expectations documentation quality inquiry resolution timelines estimate accuracy workflow compliance and escalation trends; communicate results and improvement opportunities to leadership.

Support workflow efficiency initiatives technology enhancements process improvement workgroups and implementation of agreed-upon solutions in partnership with RCM leadership.

Ensure accurate documentation of patient payer and internal communications in the EHR billing system or other designated platforms.

Ensure quarterly AHCA reporting and other assigned compliance or operational reports are completed accurately and timely.

Adhere to applicable laws regulations payer requirements contractual obligations the Compliance Program and the Code of Conduct.

Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

COMPETENCIES:

Strong knowledge of revenue cycle operations including insurance verification authorizations financial clearance patient billing charge posting payment posting refunds denial prevention and A/R support.

Demonstrated leadership skills with the ability to train coach prioritize work hold staff accountable and support team performance in a fast-paced environment.

Excellent written and verbal communication skills with the ability to explain complex insurance and billing information clearly and compassionately to patients and staff.

Strong analytical organizational and problem-solving skills with exceptional attention to detail and the ability to manage multiple priorities and deadlines.

Ability to maintain a high degree of confidentiality and demonstrate professionalism sound judgment and compliance-focused decision making.

Proficiency with Microsoft Office programs EHR and billing platforms and practice-related software including NextGen and other systems used by the organization.

SUPERVISORY RESPONSIBILITIES:

Management duties include direct supervision of RCM Support Services employees and related patient financial services functions. Responsibilities include staffing scheduling coverage planning coaching training performance appraisals payroll and timekeeping review workflow prioritization and escalation management. The supervisor is expected to demonstrate sound judgment accountability confidentiality and the ability to successfully manage increasing responsibilities within revenue cycle operations.

WORK ENVIRONMENT:

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Fast-paced deadline oriented confidential department. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Demonstrated ability to do excessive walking standing bending and stooping. While performing the duties of this job the employee is frequently required to stand sit use hands to handle or feel objects tools or control reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance kneel and crouch.

The employee may be required to lift moderately heavy objects (50-90 pounds). Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus.

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a full-time salaried position. Days and hours are Monday through Friday 8:00 A.M. 5:00 P.M. Salaried staff may be required to work beyond their set schedule due to business needs and expectations.

TRAVEL:

Travel may be required.

REQUIRED EDUCATION AND EXPERIENCE:

High school diploma or GED required.

Minimum 3 years of experience in revenue cycle patient financial services billing insurance verification authorizations financial clearance or related healthcare operations.

Prior leadership supervisory team lead training or workflow management experience required.

Working knowledge of ophthalmology or retina billing payer policies CPT/ICD-10 coding authorization requirements and patient financial responsibility preferred.

Proficiency with NextGen and other EHR billing eligibility authorization and financial clearance systems required.

PREFERRED EDUCATION AND EXPERIENCE:

Associate or bachelors degree in healthcare administration business finance or related field preferred.

Certification in medical billing coding revenue cycle or healthcare compliance preferred.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.