Billing Problem Resolution Supervisor

United WestLabs; Santa Ana (CA); Hybrid; USD 80,000 - 100,000; Full time

Job summary

United WestLabs is seeking a Billing Problem Resolution Supervisor in Santa Ana, CA. This full-time position involves leading a team to resolve billing issues, enhance patient satisfaction, and manage escalated concerns. Responsibilities include staff development, workflow optimization, and collaboration across departments.

The ideal candidate should have substantial experience in healthcare revenue cycles and leadership, as well as a strong understanding of insurance billing processes. Join us to make a meaningful impact on patient experiences.

Qualifications

• 5+ years healthcare revenue cycle experience.
• 2+ years leadership experience.
• Strong understanding of denial management and payment posting.

Responsibilities

• Supervise Customer Service Representatives.
• Monitor productivity and quality.
• Develop reporting dashboards and performance metrics.

Skills

Insurance billing

Eligibility verification

Call center operations

Analytical skills

Problem-solving skills

Education

Bachelor's degree

Job description

Full-time | Santa Ana, CA | hybrid on-site/remote, based on business demand

Billing Problem Resolution Supervisor

Position Summary

The Billing Problem Resolution (BPR) Supervisor leads a team of Billing Problem Resolution Specialists responsible for investigating and resolving patient billing concerns, insurance payment issues, eligibility problems, claim status inquiries, denial-related questions, balance disputes, and service recovery requests. This role combines customer service leadership with revenue cycle expertise to improve patient satisfaction, reduce escalations, accelerate issue resolution, and identify root causes impacting reimbursement.

The BPR Supervisor oversees daily operations, staff development, quality assurance, call center performance, workflow optimization, and cross-department collaboration to ensure accurate and timely resolution of billing-related inquiries.

Essential Duties and Responsibilities

• Supervise Customer Service Representatives and Billing Problem Resolution Specialists.
• Monitor productivity, quality, and service levels.
• Conduct coaching, training, and performance evaluations.
• Manage escalated patient and client complaints.
• Develop departmental workflows and standard operating procedures.

Revenue Cycle Analysis

• Review complex patient billing concerns.
• Analyze claims, remittance data, denials, adjustments, and payment posting activity.
• Identify root causes of recurring billing issues.
• Coordinate resolution efforts with Eligibility, Billing, Compliance, Operations, and IT.
• Escalate systemic issues affecting reimbursement or patient satisfaction.

Operational Oversight

• Monitor call center metrics and resolution outcomes.
• Develop reporting dashboards and performance metrics.
• Lead service recovery initiatives.
• Support implementation of new technologies and workflow automation.
• Identify training opportunities based on inquiry trends.
• Analyze patient complaints and billing trends.
• Recommend process improvements.
• Participate in special projects and revenue recovery initiatives.
• Support automation efforts, self-service tools, and digital patient engagement solutions.

Qualifications

• Bachelor's degree preferred.
• 5+ years healthcare revenue cycle experience.
• 2+ years leadership experience.
• Strong understanding of:
  • Insurance billing
  • Eligibility verification
  • Coordination of Benefits (COB)
  • Medical necessity
  • Denial management
  • Patient responsibility calculations
  • Payment posting
• Experience with call center operations required.
• Strong analytical and problem-solving skills.

Qualified candidates are invited to submit a resume for consideration.

United WestLabs is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace.