Supervisor - Billing + Collections

Job ID
Billing & Collections





The Supervisor of Patient Services is responsible for timely and accurate response to all patient inquiries received telephonically, through email, the company’s web site or other channels. The position is responsible for receiving, researching, resolving and documenting all escalated patient issues and complaints through the company’s approved process and ensuring that any identified system or process issues are rectified.  This position will have oversight and responsibility of key systems, process, vendors and work types that support providing optimal patient service.

on a day-to-day basis.


Supervises daily billing and collections activities to ensure maximum efficiency.  Provides guidance and direction to staff; covering all aspects of delivering exceptional customer service and understanding billing and collection standards/procedures. Responsible for the creation, maintenance and timely updates to all patient service policies and procedures, job aides, desk-level procedures and other supporting documentation necessary to ensure timely and accurate service is delivered.


Responsible for performance management of patient services team members including assessing current-state skills and capabilities then creating and executing individual development plans to improve individual and team performance.



  • Responsible for engaging in new project implementations across all lines of the business.


  • Responsible for delivering routine and consistent feedback to members of the team using informal and formal methods including but not limited to the Ulysses Coaching and Mentoring program, the departments Quality Monitoring program and the formal mid-year and annual review process.


  • Responsible for communicating company policies, announcements, updates or news to the team.


  • Actively participates in and provides ideas on improving overall team performance through sharing best practices, discussing and implementing process improvements and continuously working to improve efficiency.


  • Responsible for measuring and monitoring the quality of work delivered by the patient services team members.


  • Responsible for onboarding and training of new patient services team members.


  • Actively participates in and provides ideas on improving overall team performance through sharing best practices, discussing and implementing process improvements and continuously working to improve efficiency.


  • Responsible for providing support and direction to the other functional areas on project related items needing assistance or escalation.


  • Performs all duties inherent in a Supervisory role.  Ensures staff training, evaluates staff performance, and recommends hiring, terminations, promotions and salary actions.


  • Provides guidance, assistance, and communications with internal and external customers to avoid reimbursement issues.


  • Approves account receivable transactions within specified limits and refers those above limits based on delegation of authority guidelines


  • Maintains contact with insurance companies and administrators of state and federal programs as a Company liaison and troubleshooter to resolve exceptional reimbursement problems.


  • Ensure quality concerns are immediately addressed and the staff has opportunity to listen to their phone calls (inbound and outbound).
  • Supports management in driving strategic direction at the lead and staff level.
  • Support leads on escalated interactions to include tracking, trending and appropriate strategic business recommendations.
  • Supports cross-functional process improvement efforts.
  • Keeps abreast of technological and industry developments/ best practices. 
  • Processing of all direct reports timecards and ensuring all associates are completely meeting all appropriate deadlines.
  • Motivate staff - Reward and recognize associates regularly for performance above and beyond expectations.
  • Reviews and adheres to all Company policies and procedures and the Employee Handbook


  • Promote staff reliability
  • Must respond to calls/e-mails in a timely manner
  • Respond and attend required meetings
  • Performs other duties as assigned.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 


This position requires excellent communication (verbal and written), customer service and analytical skills as well as the ability to interact with all levels of management and a highly diverse population.  Must have strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills.  Must be empathetic, detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues.  Must convey a strong professional image, exhibit interest and a positive attitude toward the work and the company and demonstrate leadership qualities at all times.



  • Abides by and demonstrates the company Mission – Vision – Values through both behavior and job performance on a day-to-day basis.
  • Convey a strong professional image, exhibit interest and positive attitude toward all assigned work.
  • Adheres to and participates in Company’s mandatory HIPAA privacy program / practices and Business Ethics and Compliance programs / practices.
  • Reviews and adheres to all company policies, procedures, and the Employee Handbook


  • Must be able to balance being stationary at times and walking the floor throughout the day to assist associates.
  • Occasionally move about the office to access file cabinets, office machinery, etc.
  • Constantly operates a computer and other office productivity machinery (i.e., a calculator, copy machine, and computer printer).
  • Frequently communicates via phone and email. Must be able to exchange accurate information in these situations.
  • Occasionally lift items weighing up to 10 pounds.



Associate’s Degree or the equivalent plus a minimum of two years of experience in a lead/supervisory role generally required.  Demonstrated success in leading others.  A minimum of 2 years of experience in call center operations, preferably in the medical, insurance or healthcare field is also required. Knowledge of Excel, Word and Outlook is also required.


CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.


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