Pat Acc/Fin Counsel Supervisor

Summary

Summary:

Parkview Health is seeking a Patient Access / Financial Counseling Supervisor to lead and manage all functions related to Guest Services, Registration, and Financial Counseling. This key leadership role ensures seamless daily operations, optimal staffing, quality assurance, and an exceptional patient experience.

As a Supervisor, you will serve as the point of contact in the absence of the Director or Manager, driving compliance, performance, and service excellence. This role is critical in achieving revenue cycle goals through efficient POS collections, patient communication, and adherence to hospital financial assistance policies. On-call 24/7 availability is required to support departmental needs and ensure uninterrupted service delivery.

Leadership & Collaboration 

• Oversee daily operations in Guest Services, Registration, and Financial Counseling.

• Collaborate with departmental leaders to align workflows and achieve strategic goals.

• Serve as a resource and support system to team members and leadership.

Staffing & Resource Management 

• Monitor and adjust staffing levels based on department volume and needs.

• Conduct interviews, hiring, evaluations, and performance management.

• Maintain budgetary oversight for staffing and overtime.

Quality & Compliance 

• Ensure adherence to quality standards through regular audits and work queue reviews.

• Maintain expert knowledge of financial policies, charity care, and insurance guidelines.

• Enforce safety standards and ensure compliance with HIPAA, ABNs, MSPQs, etc.

Service Excellence 

• Handle escalated patient and non-patient concerns with empathy and professionalism.

• Promote a culture of high-quality service, using AIDET communication techniques.

• Support team members in stress management and conflict resolution.

Education:

• High School Diploma or GED required.

• Associate's degree in Business, Healthcare Administration, or Organizational Leadership preferred.

Experience:

• Minimum 2 years of supervisory or financial counseling/registration experience.

• At least 1 year of experience in a medical or healthcare-related field.

• Strong background in data processing and Microsoft Office (Excel, Word, PowerPoint).

Licensure/Certification:

• CPR certification required within 30 days of hire (if assigned to Whitley, Warsaw, or Southwest facilities).

Other Requirements:

• Strong communication, math, and problem-solving skills.

• Must complete Patient Access Services training with 90% or higher (if not already done).

• Must be able to work in a 24/7 on-call capacity.