Supervisor, Authorizations

The CORE Institute | HOPCo; Phoenix (AZ); On-site; USD 65,000 - 85,000; Full time

Job summary

The CORE Institute | HOPCo in Phoenix, AZ seeks an experienced Revenue Cycle Team Lead to supervise patient account representatives and optimize billing workflows. You will drive performance, coach staff, and ensure accurate cash posting and collections while maintaining strict compliance with healthcare regulations.

You will mentor staff, conduct audits, and collaborate with other departments to resolve billing issues and improve overall revenue cycle metrics in a fast-paced healthcare setting.

Qualifications

• Minimum two years of experience acting as a team lead or supervisor in a revenue cycle department within a healthcare environment.
• Proven leadership ability with a positive attitude that motivates others.

Responsibilities

• Supervise, direct, and develop patient account representatives.
• Provide regular performance feedback and foster two-way communication.
• Perform quality auditing on inbound and outbound calls (live and retrospective).
• Coach employees and develop action plans; hold staff accountable for results.
• Manage personnel performance: reviews, corrective actions, mentoring, development plans, PIP.
• Assist in interviewing, hiring, and training new staff.
• Monitor productivity and department metrics; report to Senior Management.
• Handle escalated patient calls regarding billing and payment issues.
• Provide coverage for breaks and lunches by taking inbound calls as needed.
• Review accounts for accurate service, supporting documents, and collections activity.
• Ensure compliance with company policies and Medicare/Medicaid regulations.
• Conduct staff meetings and meet deadlines.
• Research and resolve discrepancies promptly; handle confidential materials discreetly.
• Process refunds, turn accounts to collections, and assist with financial assistance apps.
• Apply transactions accurately, including adjustments and write-offs.
• Collaborate with internal departments and external vendors (phone system, collection agency, processor).

Skills

Conflict management

Performance management

Project management

Education

High school diploma/GED

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Responsibilities

• Responsible for supervising, directing, and developing patient account representatives.
• Maintain positive leadership and give frequent performance feedback, and encourage two‑way participation and ideas.
• Perform quality auditing on live and retrospective auditing of inbound and outbound phone calls.
• Coaches established employees when needs are identified, holding employees accountable for results through coaching and development of action plans.
• Performance management of personnel, including reviews, corrective action, mentoring, development plans, and performance improvement plans.
• Assist in interviewing, hiring, and training of new staff members.
• Monitor and manage the productivity and performance of assigned employees, including reporting daily/weekly/monthly department metrics to Senior Management.
• Responsible for handling escalated patient phone calls regarding billing and payment issues.
• Acts as a resource to the department, taking inbound phone calls to provide coverage for breaks and lunches.
• Review patient accounts for accurate customer service, supporting documents, and correct collections activity.
• Support and comply with all company policies and procedures, and comply with Medicare and Medicaid regulations.
• Conducts regularly scheduled staff meetings.
• Must be able to meet deadlines given by Senior Management.
• Research and resolve discrepancies in a timely manner.
• Works with sensitive and confidential materials and must be able to exercise discretion.
• Review and assist with processing refunds, turning accounts to collections, and financial assistance applications.
• Responsible for accurate and timely application of transactions, including adjustments and write‑offs.
• Communicate effectively with other internal departments and with outside vendors, such as the phone system, collection agency, and credit card processor.

Education

• High school diploma/GED or equivalent working knowledge.

Experience

• Requires 2 or more years’ experience acting as a team lead or in a supervisor role in a revenue cycle department in a healthcare environment.
• Previous supervisory experience and strong leadership skills with an ability to motivate with a positive attitude that impacts others in a positive way.

Requirements

• Must have a full understanding of the Revenue Cycle Management process to include Collections and Billing
• Excellent critical thinking, troubleshooting, and analytical skills
• Excellent interpersonal skills, including conflict management
• Experience working in Microsoft products – Word, Outlook, and Excel (advanced formulas, pivot tables)
• Well organized and able to meet deadlines
• Excellent attention to detail

Knowledge

• Knowledge in patient billing, healthcare administration
• Knowledge of business office methods and policies regarding productivity/workload analysis and scheduling procedures.
• Knowledge of government regulatory requirements and commercial contracts.

Skills

• Skilled in defusing difficult situations while remaining calm and exhibiting professionalism and courtesy.
• Skilled in establishing metrics and clear objectives, including performance management.
• Skill in effectively managing multiple projects simultaneously.

Abilities

• Ability to multitask and work well under pressure
• Ability to analyze problems and interpret information and to prioritize and reprioritize, as necessary. Ability to work independently and as part of a team.
• Ability to work in a fast‑paced environment

Equal Opportunity Employer

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