[Hiring] Supervisor - Financial Counselor @Newport Healthcare

Role Description

Provides day-to-day supervision, coaching, and operational oversight for the Financial Counseling team. This role ensures patients, guarantors, families, providers, and internal stakeholders receive timely, accurate, and compassionate support related to insurance coverage, eligibility, billing processes, financial responsibility, payment options, and account resolution. The Supervisor monitors team performance, supports workflow management, resolves escalated issues, promotes consistent application of policies and procedures, and partners across Revenue Cycle, Admissions, Utilization Review, and clinical operations to support an effective patient financial experience.

• Supervise the daily activities of Financial Counselors, including workload distribution, prioritization, productivity monitoring, and quality oversight.
• Provide coaching, training, mentoring, and performance feedback to support team effectiveness, consistency, and professional development.
• Monitor insurance eligibility and benefits verification workflows to ensure coverage, network exceptions, and patient financial responsibility are reviewed accurately and timely.
• Oversee patient and guarantor outreach related to insurance information, cost estimates, deductibles, co-pays, out-of-pocket amounts, payment options, and financial assistance resources.
• Ensure Financial Counselors consistently educate patients and guarantors on payment options, financial assistance programs, and available resources, including Financial Assistance Program information when patients are self-pay or express financial concerns.
• Serve as an escalation point for complex patients, guarantor, payer, billing, insurance, or account balance inquiries, ensuring timely research, resolution, and follow-up.
• Review team queues, tickets, account follow-up tasks, reports, and performance metrics to identify trends, barriers, training needs, and process improvement opportunities.
• Partner with Admissions, Utilization Review, Patient Accounts, Billing, and Clinical Operations to resolve authorization, coverage, claims, denial, billing, and non-financial questions or concerns.
• Support accurate interpretation of insurance eligibility, Explanation of Benefits (EOBs), payer communications, coverage requirements, and patient financial responsibility.
• Ensure payment plans, collections activity, patient account follow-up, and related documentation are completed in accordance with organizational policies, procedures, and patient-first service expectations.
• Assist with development, implementation, and maintenance of departmental workflows, standard operating procedures, training materials, and quality expectations.
• Support hiring, onboarding, scheduling, staff engagement, and corrective action processes in partnership with department leadership and Human Resources, as appropriate.
• Provide cross-functional support across Revenue Cycle functions as needed and help ensure adequate coverage for operational needs.
• Perform other duties as assigned.

Qualifications

• Associate’s degree in Accounting, Business Administration, Healthcare Administration, or related field required; Bachelor’s degree preferred; equivalent leadership and revenue cycle experience may be considered.
• Minimum of five (5) years of experience in patient financial services, financial counseling, patient accounts, medical billing, or healthcare revenue cycle operations.
• Minimum of one (1) year of lead, supervisory, training, quality assurance, or workflow oversight experience preferred.
• Experience working with insurance companies on eligibility, benefits, claims processing, billing, payment resolution, and patient financial responsibility.
• Strong knowledge of insurance eligibility, benefits, claims processing, billing workflows, payer requirements, and patient financial responsibility.
• Ability to lead, coach, train, and hold team members accountable to performance, quality, productivity, and service expectations.
• Ability to review workflow data, reports, and trends to identify operational barriers, training needs, and process improvement opportunities.
• Understanding of CPT/HCPCS codes, ICD-10 diagnosis codes, revenue codes, Explanation of Benefits (EOBs), and payer communications.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and revenue cycle or patient accounting systems.
• Strong customer service, conflict resolution, and communication skills with the ability to support escalated and sensitive financial discussions.
• Strong organizational and prioritization skills with the ability to manage competing deadlines, team workload, and operational demands.
• Ability to maintain confidentiality and comply with HIPAA requirements while modeling appropriate access and documentation practices for the team.