Supv, Family Finance New! Family Finance | Full-Time | Telecommuting Posting Not
Phoenix Children's Hospital, Inc., Phoenix, AZ, United States
Posting Note:
This position is open to local Phoenix, Arizona based candidates at this time.
The Family Finance Customer Service Supervisor plays a vital role in overseeing direct communication with Phoenix Children’s families, resolving issues as they arise, and supporting the Revenue Cycle teams across the organization.
We’re looking for a Customer Service Supervisor to support and lead a remote team focused on pediatric billing services. This role is ideal for someone with hospital and physician office experience who understands guarantor‑based billing and enjoys helping teams provide compassionate, high‑quality service to families.
You’ll oversee daily operations, support team members, and help ensure positive experiences for patients’ families while navigating complex pediatric billing needs. Prior experience working with pediatric accounts and family‑facing financial conversations is strongly preferred.
Position Duties
Maintain quality service by supervising all tasks associated with hospital, physician, and dental billing activities.
Implement new goals and procedures and coordinate office efforts to expedite payment of accounts.
Strategize and schedule work to ensure proper delegation, distribution of assignments, and adequate staffing for performance of duties.
Facilitate and conduct meetings with subordinates to ensure compliance with established practices, KPIs, and attendance policies.
Implement and track new policies, keeping employees abreast of current changes and standards; track performance levels.
Take responsibility for department’s overall performance and motivate team members to exceed department and hospital goals and objectives.
Collaborate with senior management to identify issues and implement plans to improve revenue.
Plan and accomplish goals using extensive experience and judgment.
Maintain liaison with hospital and clinic supervisory personnel.
Coordinate efforts to resolve unbilled and problematic hospital accounts.
Answer inquiries from hospital Customer Service staff regarding claim issues.
Collaborate with other departments on training tips, policy updates, and procedural changes.
Demonstrate competency and provide excellent customer service to all patient populations.
Track department performance and establish corrective action plans for adverse actions.
Assist with progressive discipline regarding attendance, performance, and hospital policy.
Develop and implement corrective action plans to address adverse behavior when appropriate.
Perform Quality Assurance (KPI) reviews of Revenue Cycle Customer Service monthly by holding one‑on‑ones with staff.
Assist in training and onboarding of new team members and provide ongoing support.
Supervise a team of customer service representatives to ensure high‑quality service delivery.
Monitor vendor performance reporting to ensure integrity and accuracy of revenue cycle self‑pay reporting.
Review and reconcile patient accounts for accuracy and clarity for guarantors and third parties.
Complete self‑pay collection reports and reconcile accounts assigned to vendors on a monthly basis.
Analyze customer service data and metrics to identify trends and areas for improvement.
Provide customer service at multiple levels through various metrics and processes.
Handle escalated customer inquiries or complaints, resolving issues promptly and satisfactorily.
Perform miscellaneous job‑related duties as requested.
Position Qualifications
Associates degree or higher in health care, business, or closely related field, OR high school diploma or GED with an equivalent combination of post‑secondary education or experience. (Required)
Two (2) years of leadership experience in a health care environment, preferably in a hospital business office. (Required)
Five (5) years of combined experience in customer service, hospital, and physician billing. (Required)
Two (2) years of experience in a dental billing environment. (Preferred)
Ability to communicate clearly and concisely to management and staff regarding challenges and solutions to everyday and complex issues. (Required)
Exceptional attention to detail with strong organizational skills. (Preferred)
Strong Microsoft Office experience with an emphasis on Excel. (Preferred)
Ability to excel under pressure and meet guidelines. (Preferred)
Ability to operate and utilize multiple internal and external billing systems and reporting mechanisms to ensure accurate insurance billing. (Preferred)
CRCR-Certified Revenue Cycle Representative to be obtained within 6 months of hire date. (Required)
Physical Requirements
Fine Motor Skills (pinching, gripping, etc) – Constantly
Hearing – Constantly
Reaching – Occasionally
Sitting – Constantly
Standing – Occasionally
Stooping/crouching/kneeling/crawling – Occasionally
Talking – Constantly
Walking – Occasionally
Near Vision – Constantly
Far Vision – Constantly
Color Discrimination – Constantly
Use of keyboard, mouse and/or computer equipment – Constantly
Lift up to 35 pounds without assistance – Occasionally
Lift more than 35 pounds without assistance – Occasionally
Occupational Exposure/Risk Potential
Inside office environment – Applicable
Airborne communicable diseases – Applicable
Hazardous materials exposure – Applicable
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This position is open to local Phoenix, Arizona based candidates at this time.
The Family Finance Customer Service Supervisor plays a vital role in overseeing direct communication with Phoenix Children’s families, resolving issues as they arise, and supporting the Revenue Cycle teams across the organization.
We’re looking for a Customer Service Supervisor to support and lead a remote team focused on pediatric billing services. This role is ideal for someone with hospital and physician office experience who understands guarantor‑based billing and enjoys helping teams provide compassionate, high‑quality service to families.
You’ll oversee daily operations, support team members, and help ensure positive experiences for patients’ families while navigating complex pediatric billing needs. Prior experience working with pediatric accounts and family‑facing financial conversations is strongly preferred.
Position Duties
Maintain quality service by supervising all tasks associated with hospital, physician, and dental billing activities.
Implement new goals and procedures and coordinate office efforts to expedite payment of accounts.
Strategize and schedule work to ensure proper delegation, distribution of assignments, and adequate staffing for performance of duties.
Facilitate and conduct meetings with subordinates to ensure compliance with established practices, KPIs, and attendance policies.
Implement and track new policies, keeping employees abreast of current changes and standards; track performance levels.
Take responsibility for department’s overall performance and motivate team members to exceed department and hospital goals and objectives.
Collaborate with senior management to identify issues and implement plans to improve revenue.
Plan and accomplish goals using extensive experience and judgment.
Maintain liaison with hospital and clinic supervisory personnel.
Coordinate efforts to resolve unbilled and problematic hospital accounts.
Answer inquiries from hospital Customer Service staff regarding claim issues.
Collaborate with other departments on training tips, policy updates, and procedural changes.
Demonstrate competency and provide excellent customer service to all patient populations.
Track department performance and establish corrective action plans for adverse actions.
Assist with progressive discipline regarding attendance, performance, and hospital policy.
Develop and implement corrective action plans to address adverse behavior when appropriate.
Perform Quality Assurance (KPI) reviews of Revenue Cycle Customer Service monthly by holding one‑on‑ones with staff.
Assist in training and onboarding of new team members and provide ongoing support.
Supervise a team of customer service representatives to ensure high‑quality service delivery.
Monitor vendor performance reporting to ensure integrity and accuracy of revenue cycle self‑pay reporting.
Review and reconcile patient accounts for accuracy and clarity for guarantors and third parties.
Complete self‑pay collection reports and reconcile accounts assigned to vendors on a monthly basis.
Analyze customer service data and metrics to identify trends and areas for improvement.
Provide customer service at multiple levels through various metrics and processes.
Handle escalated customer inquiries or complaints, resolving issues promptly and satisfactorily.
Perform miscellaneous job‑related duties as requested.
Position Qualifications
Associates degree or higher in health care, business, or closely related field, OR high school diploma or GED with an equivalent combination of post‑secondary education or experience. (Required)
Two (2) years of leadership experience in a health care environment, preferably in a hospital business office. (Required)
Five (5) years of combined experience in customer service, hospital, and physician billing. (Required)
Two (2) years of experience in a dental billing environment. (Preferred)
Ability to communicate clearly and concisely to management and staff regarding challenges and solutions to everyday and complex issues. (Required)
Exceptional attention to detail with strong organizational skills. (Preferred)
Strong Microsoft Office experience with an emphasis on Excel. (Preferred)
Ability to excel under pressure and meet guidelines. (Preferred)
Ability to operate and utilize multiple internal and external billing systems and reporting mechanisms to ensure accurate insurance billing. (Preferred)
CRCR-Certified Revenue Cycle Representative to be obtained within 6 months of hire date. (Required)
Physical Requirements
Fine Motor Skills (pinching, gripping, etc) – Constantly
Hearing – Constantly
Reaching – Occasionally
Sitting – Constantly
Standing – Occasionally
Stooping/crouching/kneeling/crawling – Occasionally
Talking – Constantly
Walking – Occasionally
Near Vision – Constantly
Far Vision – Constantly
Color Discrimination – Constantly
Use of keyboard, mouse and/or computer equipment – Constantly
Lift up to 35 pounds without assistance – Occasionally
Lift more than 35 pounds without assistance – Occasionally
Occupational Exposure/Risk Potential
Inside office environment – Applicable
Airborne communicable diseases – Applicable
Hazardous materials exposure – Applicable
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