Job Summary:

The Supervisor of Hospital Accounts Receivable is a key operational leader responsible for optimizing cash flow and ensuring the financial stability of Care New England through effective oversight of both insurance and patient accounts receivable. This role ensures timely and accurate claim submission, proactive follow-up on outstanding balances, and resolution of denied or underpaid claims in compliance with CMS regulations, payer guidelines, and internal policies.

This position is accountable for the day-to-day operations of billing and collections, ensuring that all claims are submitted cleanly and that payer responses are acted upon quickly and effectively. The Supervisor analyzes denial patterns, identifies underpayment trends, and engages with insurance companies to resolve outstanding balances. The role also ensures timely escalation of systemic issues or process barriers to the Director of A/R Management and provides transparency around performance metrics, aging trends, and operational risks.

This role requires a detail-oriented and compliance-focused leader who can manage performance, coach staff, collaborate across departments, and maintain strong relationships with payers, patients, and internal teams. The Supervisor plays a vital role in ensuring the department meets organizational goals for cash collections, clean claim rates, denial prevention, and patient satisfaction.

Duties and Responsibilities:

Supervise the daily operations of the Accounts Receivable (A/R) team, ensuring timely and accurate claim submission, payment posting, follow-up, and resolution of outstanding balances.
Monitor aging reports, denial trends, overpayments and underpayments to ensure appropriate and timely follow-up with payers.
Oversee workflows for insurance and/or patient A/R, including coordination with financial assistance staff and front-end teams to improve resolution and prevent delays.
Ensure adherence to all federal, state, and payer regulations including CMS billing rules, HIPAA, and compliance policies.
Support and participate in the implementation and optimization of the Epic system as it relates to A/R workflows and reporting.
Identify, track, and analyze denial trends and underpayments; escalate systemic issues and collaborate with internal stakeholders for resolution.
Maintain relationships with payer representatives to facilitate escalated claim resolution and stay informed of changes in payer policy.
Serve as a liaison between the A/R team and other departments (e.g., Coding, Patient Access, Compliance) to address root causes of denials and ensure cross-functional alignment.
Support patient-facing teams in resolving billing inquiries, providing financial guidance, and directing patients to appropriate financial assistance or payment plan resources.
Collaborate with financial counselors and customer service representatives to ensure patient balances are addressed empathetically and effectively.
Provide day-to-day supervision, support, and guidance to staff to maintain high levels of productivity, accuracy, and customer service.
Conduct performance evaluations, identify training needs, and deliver coaching or corrective action as appropriate.
Promote a culture of accountability, collaboration, and continuous improvement within the team.
Foster employee engagement and professional development by encouraging ownership, transparency, and teamwork.
Regularly communicate performance metrics, barriers to resolution, and key issues to the Director of A/R Management.
Participate in A/R meetings and workgroups to review trends, monitor KPIs, and recommend operational improvements.
Support audits, compliance reviews, and other external or internal reporting requirements.
Evaluate existing workflows and recommend enhancements to reduce denials, increase collections, and improve the clean claim rate.
Collaborate with Revenue Cycle leadership to support enterprise-wide initiatives and contribute to long-term strategy.
Maintain strict confidentiality of patient information in compliance with HIPAA and organizational policies.
Perform other related duties and responsibilities as assigned.

Requirements:

Associate's Degree Required; Bachelor's Degree Preferred

Minimum 3 years experience

Revenue Cycle Expertise: In-depth understanding of hospital and/or physician revenue cycle operations, including billing, collections, accounts receivable management, denial resolution, and cash flow optimization.

Claims and Payer Knowledge: Strong knowledge of third-party payer requirements, including claim submission standards, authorization processes, denial types, and underpayment trends. Ability to interpret and apply payer contracts and reimbursement methodologies (e.g., DRG, APC, fee schedules).

Regulatory and Compliance Awareness: Thorough knowledge of CMS billing guidelines, HIPAA, and other applicable federal, state, and payer-specific compliance requirements. Ability to identify potential risk areas and ensure adherence to billing integrity standards.

Patient Financial Services & Customer Support: Familiarity with patient balance resolution processes, financial counseling practices, and financial assistance eligibility guidelines. Ability to engage with patients and internal staff to resolve concerns with empathy and clarity.

Analytical Thinking and Problem Solving: Strong analytical skills with the ability to review reports, evaluate denial and aging trends, identify root causes, and recommend solutions. Ability to translate data into actionable process improvements.

Leadership & Staff Development: Demonstrated ability to lead, coach, and develop teams. Experience managing performance metrics, setting goals, and providing timely feedback. Skilled in building a team culture focused on accountability, service, and growth.

Communication & Collaboration: Excellent verbal and written communication skills with the ability to interact professionally with patients, staff, leadership, and external payers. Must be able to convey complex information clearly and with diplomacy.

Technical Proficiency: Proficient in Microsoft Office tools (Excel, Word, Outlook), and familiar with revenue cycle management systems (e.g., Epic, Meditech, or similar). Ability to interpret A/R and denial reports and use technology to drive performance.

Time Management & Prioritization: Ability to manage multiple priorities in a fast-paced environment while maintaining accuracy, meeting deadlines, and adapting to shifting organizational needs.

Care New England Health System (CNE) and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, and our Wellness Center, are trusted organizations fueling the latest advances in medical research, attracting the nation’s top specialty-trained doctors, and honing renowned services and innovative programs to engage in the important discussions people need to have about their health.

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.