Supervisor, Authorizations

HOPCo; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

HOPCo seeks a capable supervisor to lead patient account representatives within its revenue cycle team. You will oversee daily operations, coach staff, and ensure high-quality customer service while maintaining compliance with healthcare regulations.

The role requires strong leadership, experience in revenue cycle management, and the ability to manage metrics and escalations in a fast-paced environment.

Qualifications

• Experience leading revenue cycle teams in healthcare.
• Strong leadership with ability to motivate and develop staff.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise patient account representatives and develop staff.
• Provide performance feedback and coaching with action plans.
• Conduct quality audits on calls and workflows.
• Manage productivity and department metrics reporting.
• Handle escalated patient billing and payment issues.
• Assist in interviewing, hiring, and training staff.
• Ensure compliance with Medicare/Medicaid regulations.
• Review accounts for accurate customer service and collections.
• Coordinate with other departments and vendors.

Skills

Conflict management

Performance management

Metrics & reporting

Project management

Education

High school diploma/GED

Tools

Word

Outlook

Excel

Job description

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