Description
*Work Location Requirement and Preference:
This position may be performed onsite or remotely; however, onsite work is preferred based on business needs. Preference will be given to qualified candidates who are able to work onsite and are located within a commuting distance to Fairfield, CA.
*Remote Work Eligibility:
This position is open to candidates located within the continental United States. Due to state-specific employment requirements and workers' compensation regulations, we are unable to support remote work arrangements in the following locations: Washington, Ohio, Wyoming, North Dakota, Puerto Rico, and the U.S. Virgin Islands.
At NorthBay Health, the Supervisor of Customer Service is responsible for the daily operations and supervision of Customer Service functions within the Patient Financial Services department. Oversees staff and are responsible for inbound and outbound patient communications, account inquiries, and service support functions.
Ensures a high-quality customer experience, timely resolution of patient and payer inquiries, and efficient handling of all customer service workflows. Provides leadership, training, and performance oversight to ensure compliance with organizational standards, regulatory requirements, and productivity goals.
Builds and maintains processes that support accurate account handling, effective communication, and a seamless patient financial experience.
PRIMARY JOB DUTIES
Supervise daily Customer Service operations, ensuring service levels, productivity, quality, and customer experience standards are consistently met.
Lead, coach, and develop staff through hiring, training, performance management, and ongoing feedback.
Serve as escalation point for complex patient inquiries, billing issues, and service recovery situations.
Monitor and manage call center performance metrics (e.g., AHT, ASA, abandonment rate, quality scores) and adjust staffing and workflows to meet service level targets.
Ensure timely, accurate, and compliant handling of all patient interactions, including phone and electronic communications.
Drive resolution of patient complaints, billing discrepancies, and account issues while identifying root causes and trends.
Oversee accurate documentation of account activity to ensure compliance with regulatory and organizational standards.
Analyze KPIs and operational data to identify trends, improve performance, and enhance patient financial experience.
Develop and implement workflows, policies, and process improvements to increase efficiency, reduce errors, and support revenue cycle outcomes.
Partners with internal departments, physicians, payers, and vendors to resolve issues and improve end-to-end processes.
Collaborate with leadership and IS teams to optimize system functionality, reporting, and automation.
Lead initiatives that support denial prevention, cash acceleration, and overall revenue cycle performance.
Conduct regular audits and quality reviews to ensure adherence to policies, procedures, and regulatory requirements.
Support special projects and organizational initiatives as assigned.
Qualifications
Education: Associate's degree preferred or equivalent combination of education and/or 6 years of relevant experience.
Licensure / Certification: All new hires will be required to complete the HFMA Certified Revenue Cycle Representative (CRCR) training course within the first nine (9) months of employment. The employer will sponsor membership, training, and certification costs.
Experience
Minimum 4 years in a lead or supervisory role preferred.
5 years of experience in professional and/or hospital billing, including in-depth knowledge of CPT, ICD, and HCPCS coding preferred.
Strong understanding of payer contracts, payment structures, and federal/state regulations.
Proficiency with compliance laws and collection laws.
Proven proficiency in Accounts Receivable (AR) management.
Skills & Competencies
Excellent oral and written communication skills.
Proficient in PC applications and Microsoft Office Suite, specifically Excel.
Strong analytical skills with exceptional attention to detail.
Skilled in training and providing education to staff.
Strong organizational skills and ability to prioritize tasks effectively.
Interpersonal Skills
Ability to prioritize tasks and communicate delays effectively.
Strong interpersonal communication skills across all organizational levels.
Ability to supervise a team with professionalism, inclusion, and effective communication.
Standards of Performance: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
Physical Effort: Attendance is an essential function of the job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
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