Supervisor. Patient Financial Services / FT,

Supervisor Patient Financial Services

At Children's Nebraska, our mission is to improve the life of every child through exceptional care, advocacy, research, and education. As the state's only full-service pediatric healthcare center, we provide comprehensive, holistic care to our patients and families—from primary and specialty care to behavioral health services and everything in between. Dedicated to a People First culture, we foster an environment with joy, belonging, wellbeing, learning, and growth. Turn your passion into purpose and make a difference where it matters most.

A Brief Overview

The Supervisor Patient Financial Services leads and coordinates assigned functions for their team to achieve organizational and departmental goals. This role oversees internal team members resolving self-pay accounts issues, setting up payment plans, addressing patient inquiries, mail, scanning and indexing. The supervisor ensures high-quality customer service by reviewing calls, monitoring workflows, and addressing escalated patient financial concerns. This position also develops and implements operational standards, productivity measures, and internal controls to enhance efficiency and compliance with organizational policies.

Essential Functions

Operations Management & Excellence

• Develop, implement, and maintain internal controls, standard policies, procedures, and workflows to optimize service delivery and stay current with healthcare industry standards.
• Address escalated calls and complex financial concerns, that cannot be successfully resolved by Customer Service, Registrars, Social Work, Case Management and other areas throughout the organization ensuring timely and professional resolution by researching the issue with chart documentation, nurse auditors chargemaster, and leadership.
• Escalate issues to senior leadership when applicable.
• Acts as a point of contact for Children's Nebraska's Early Out and Bad Debt vendor, developing and monitoring workflow integration between the organizations and responding to queries.
• Thoroughly research accounts when our Bad Debt vendor files suit against the guarantor. Represent Children's Nebraska in court when necessary, advocating for our business interests.
• Ensure staff counsel patients on payment plan options.
• Develop and maintain patient statement processes and policies and monitor processes to ensure it runs daily.
• Collaborate with Risk Management, Compliance, and Patient Experience teams and ensure compliance with quality assurance, safety practices, policies, and regulatory standards.
• Foster an engaging and professional work environment, promoting teamwork and continuous improvement.
• Collaborate with internal teams, such as Access, Social Work, Case Management, and Revenue Cycle to ensure smooth operations.

Leadership and Team Management

• Supervise and provide leadership to team members, including mentoring and coaching to foster professional growth and high performance.
• Assists in outcomes management by holding self and others accountable to meet stated outcomes, objectives, goals, timetables, and commitments, adhering to outcomes even in the face of unforeseen circumstances.
• Prioritize and coordinate daily work activities. Provide leadership and guidance by sharing expertise with others. Approve schedules and monitor time worked.
• Conducts employee performance management duties including completion and delivery of performance evaluations, setting goals, dissemination of information, coaching, addressing performance issues/routine correction actions, and recommending termination of employment.
• Submit notifications for personnel actions (e.g. status changes, termination, etc.)
• Participate in selection, hiring, and salary recommendations
• Coordinate onboarding and training for new hires, ensuring they are well-prepared for their roles.
• Support and execute ongoing communications to keep the team updated on system changes, policies, and best practices.
• Act as mentor and resource for team members, providing guidance on technical or procedural challenges.
• Act as the primary escalation point for complex patient concerns or issues, ensuring prompt resolution.
• Effectively manage workload with accuracy and attention to detail per requirements outline in departmental policy.

System Optimization and Integration

• Assist with optimization of Epic Children's Connect and OnBase to ensure we are optimizing our automation and workflows.
• Partner with Information Services (IS) to troubleshoot and resolve system issues timely; escalating issues to remove barriers.
• Review and test system builds, upgrades, and Epic changes that impact systems and workflows associated with assigned area of responsibility.

Education Qualifications

High School diploma or GED equivalent Required and Bachelor's Degree in business, Healthcare Administration, Finance, or a related field Preferred.

Experience Qualifications

Minimum of 5 years in healthcare billing, collections, registration, and/or financial advocacy, with one year of customer service experience Required and 1 year of lead or supervisory experience Preferred.

Skills and Abilities

Organized, self-motivated, and able to work independently of direct supervision to carry out responsibilities. Intermediate computer skills including the use of Word, Excel, and PowerPoint. Ability to provide a pleasant and welcoming appearance to all with which you come in contact. Strong interpersonal skills with attention to detail and ability to organize, interpret, present data, and problem solving. Excellent oral and written communication skills as this position will deal directly with the public daily. Excellent interpersonal communication and organizational skills, pleasant attitude and proven ability to work effectively with others. Proficiency in EPIC and knowledge of OnBase beneficial.

Children's is an equal opportunity employer, embracing and valuing the unique strengths and differences of people. We cultivate an inclusive environment of respect and trust where we all belong. We do not discriminate based on race, ethnicity, age, gender identity, religion, disability, veteran status, or any other protected characteristic.