Patient Collections Supervisor

Family Care Center; Tennessee; À distance; USD 65 000 - 70 000; Plein temps

Avantages offerts par ce poste

Medical benefits

Dental benefits

Fertility benefits

Retirement plan

Wellness program

Profit sharing

Résumé du poste

Family Care Center is seeking a Patient Collections Supervisor to lead the billing support team, ensure timely follow-up, and improve the patient financial experience. This remote role requires oversight of inbound/outbound calls, tickets, and payment plans while collaborating with the Director of Revenue Recovery to ensure compassionate, accurate service.

The position offers a competitive salary and comprehensive benefits, with opportunities for growth within a growing behavioral health

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred.
• Five years of healthcare patient collections or related experience.
• At least one year of supervisory or lead experience.
• Experience with EHR and billing systems; call center or ticketing platforms preferred; MS Office proficiency.

Responsabilités

• Supervise 3-5 staff with coaching and performance oversight.
• Manage inbound/outbound calls, tickets, and billing inquiries.
• Oversee workflow, call volume, and response times against SLAs.
• Escalate complex patient account issues and resolve disputes.
• Oversee payment plans and referrals to financial assistance.
• Monitor KPIs and report trends to Director, Revenue Recovery.
• Deliver training on billing systems and policies.
• Review account adjustments and payment plan exceptions.
• Ensure compliance with policies and regulations.

Connaissances

Patient collections

Call center operations

Supervisory experience

Customer service

EHR systems

Formation

GED

Associates or Bachelor's preferred

Outils

Billing systems

Ticketing platform

Microsoft Office

Description du poste

Description

IT’S MORE THAN A JOB. IT’S A CALLING. At Family Care Center, we are on a mission to transform lives by elevating behavioral health care. Our journey began in 2016 when two U.S. Army Veterans founded Family Care Center to help service members, Veterans and their families. We continue that tradition today, caring for people of all ages across a broad range of conditions with nearly 30 outpatient clinics in communities across Arizona, Colorado, Florida, Tennessee and Texas. If you'd like to work for one of the nation's fastest-growing behavioral health providers, collaborating with other committed team members and making a positive impact on your community, we look forward to hearing from you. Transforming lives is our life’s work.

• CARING & SUPPORTIVE CULTURE: We support you so you can support our patients. Our positive environment is complemented by an engaging wellness program, volunteer events, team activities and more.
• UNPARALLELED GROWTH OPPORTUNITIES: We offer clear paths for career advancement at every level, fostering your professional development and personal growth.
• BALANCED LIFESTYLE: Achieve professional fulfillment while nurturing a healthy work-life balance, free from weekend or evening hours. We understand the importance of both professional fulfillment and personal well-being.
• COLLABORATIVE TEAM: Join forces with a diverse team of top-notch behavioral health professionals, support staff and empowering leadership. Together, we work towards transforming the lives of our patients.
• IMPRESSIVE RETENTION RATES: Our compassionate, welcoming approach has helped us earn a higher-than-average provider retention rate of 88%.
• COMPREHENSIVE BENEFITS: We prioritize your overall well-being and financial security. Enjoy a full suite of competitive benefits, including medical, dental, fertility, retirement, wellness, profit sharing and more.
  • Annual Compensation: $65,000 - $70,000 depending on experience.

Position Overview

The Patient Collections Supervisor is responsible for the supervision and performance of the Patient Collections team, overseeing all inbound and outbound patient phone calls and support tickets related to billing. This role manages patient escalations, payment plan requests, and financial assistance referrals, ensuring patients receive timely, accurate, and compassionate service. The Supervisor monitors team productivity and quality, coaches staff, and partners with the Director, Revenue Recovery to improve the patient financial experience.

Essential Responsibilities

• Manages and develops an effective staff: providing effective communication, leadership, guidance, and resources according to organizational policies and applicable laws and regulations. Determines staff qualifications and competency: recruits, interviews, selects, hires, trains, orients, mentors, evaluates, coaches, counsels, disciplines, and rewards. Establishes and monitors staff safety and regulatory compliance.
• Oversees all inbound and outbound patient phone calls, support tickets, and correspondence related to patient account balances, statements, and billing inquiries.
• Manages the day-to-day workflow of the Patient Collections team, monitoring call volume, ticket queues, and response time against service level targets.
• Serves as the point of escalation for complex or sensitive patient account issues, working directly with patients to resolve disputes and complaints.
• Oversees the establishment and monitoring of patient payment plans, ensuring plans are structured to cover the full account balance within policy guidelines.
• Partners with the Patient Financial Advocate on financial assistance referrals and sliding scale requests, ensuring patients are directed to appropriate resources.
• Monitors patient collections KPIs, including call quality, ticket resolution time, and payment plan adherence; reports trends and outcomes to the Director, Revenue Recovery.
• Develops and delivers training for the Patient Collections team on patient communication standards, billing systems, and financial assistance policies.
• Reviews and approves account adjustments, refunds, and payment plan exceptions within established authority limits.
• Ensures patient collections practices comply with organizational policy and applicable state and federal collections regulations.

Supervisory Or Managerial Responsibility

• Supervises 3-5 employees.

Other Duties

• Other duties as assigned by management.

Minimum Qualifications

• High school diploma or general education degree (GED) required. Associate's or Bachelor's degree preferred.
• Five years of experience in healthcare patient collections, customer service, or call center operations, including at least one year of supervisory or lead experience required.
• Experience with EHR and billing systems required. Call center or ticketing platform experience preferred. Proficiency in Microsoft Office Suite required.

Location: Remote

Family Care Center is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.