RCM Customer Account Supervisor

Location: Remote, CA, United States of America

Data Management

RCM Customer Account Supervisor Job Description

The RCM Customer Account Supervisor is expected to reach out pro-actively to customers in conjunction with Senior Customer Account Manager, as well as represent ground customer needs and goals within the organization to ensure quality. Provide leadership and support, oversight of inventory, development and improvement of processes. This position reports to the Senior Customer Account Manager. This position is responsible for co-overseeing all functions of the billing department, including its day-to-day operations, managing billing staff, and monitoring accounts receivable. Ultimately this role is co-responsible for the following: Co-assigning and delegating billing responsibilities, as well as the development, training, oversight of billing office staff. Reviewing policies & best practices, analyzing performance, and optimizing billing strategies. Maintaining relationships with counterparts/personnel at various insurance companies, hospitals, and other facilities. Working with other billing office leadership to achieve continuous improvement.

Duties and Responsibilities:

  • Travel as needed to ground customer or vendor sites to facilitate implementations, process improvement and ground customer/vendor relations. 
  • Responsible for all ground customer communications, conflict resolution, and compliance on ground customer deliverables and revenue.
  • Establishes and maintains positive and productive relationships with office staff and ground customers.
  • Proactively assess ground customer needs and maintain full ownership by providing solutions to payor, cash flow, and inventory issues.
  • Conducts strategic inventory reviews regularly to quickly identify trends that can potentially have a negative impact on collections and develop strategic plans and ground customer specific process; ensuring objectives are clearly defined.
  • Ensure that ground customer issues are dealt with in an efficient manner, informing the Director and/or VP of Revenue Cycle Management, any problems that may arise.
  • Provide written summary and or key information to ground customer and/or management team when requested.
  • Active participant in meetings with ground customers and aid the CSM.
  • Responsible for developing, monitoring and communicating key performance indicators; collaborates with team leads and leadership to develop and execute action plans
  • Direct the work of the accounts receivable team members to include denials and underpayments.
  • Understand and monitor adherence to applicable insurance fee schedules and payor contracts and expected payor adjustments.
  • Responsible for charge master maintenance and accuracy reviews
  • Develop and manage relationships with various payors and vendors to ensure system maintenance and quickly troubleshoot any interruption to the steady flow of claims, payments, and data.
  • Analyze accounts receivable to accelerate cash collections and minimize preventable revenue loss, stabilize cash collections, avoidance of denials, and measured reduction in write offs. Develop and execute plans to avoid, reduce, and resolve claim denials and rejections. Identify and implement opportunities to improve operations by leveraging software, systems
  • May interact with customer administration, crew members, managed care contracting agencies within the parent institution, law enforcement agencies, and hospital patient information systems to collect demographic information.
  • Performing trip and transport reconciliation.
  • Other duties and responsibilities as assigned.


  • Expert Microsoft excel and outlook skills
  • Maintains presentable personal appearance.
  • Skill at identifying, analyzing, and isolating problems and problem resolution
  • Ability to verbally communicate with all levels of management/ground customer/staff details and understand parameters of job responsibilities.
  • Ability to provide written communication using best business practices when composing letters, memorandums, and e-mails regardless if the communication is internal to the company or external
  • Ability to read, write, with emphasis to comprehend and interpret policies, procedures, regulations and follow specific instructions in both written and verbal form.
  • Ability to coordinate, lead, and supervise work completed or performed by others
  • Extreme ability to multi-task and meet deadlines in a crisis or usual environment reporting to RCM Director, Vice President and or GH management.
  • Extremely efficient, organized, detail-oriented, tenacious and resourceful.
  • Be a Problem solver using innovation and connections
  • Establish and maintain contacts who are resourceful
  • Handles time sensitive situations and deadline pressures well
  • Plans and carries out responsibilities with minimal direction and willingness to accept responsibility
  • Produces accurate work, even when under pressure; checks the accuracy of information before using it or passing onto others.
  • Must adhere to all company safety, compliance, business ethics, and privacy regulations.
  • Initiative required to learn company organization and procedures.
  • Is a team player and interfaces well with employees.
  • Represents the company in a positive, ground customer friendly attitude to other employees, ground customers, agencies, entities and patients.
  • May have supervisory responsibility.  No budget responsibility.   

Background and Experience:

Note:  Preferential consideration will be provided to currently employed individuals who have demonstrated the high degree and absolute ability to perform all job requirements and possess superior dimensions as provided above in the performance of all job descriptions provided herein.

High school diploma (or GED equivalent) and have 5 plus years of previous experience in medical billing/collections in a medical office, clinical site, or billing/collections office.  Medical billing and coding certificate, preferred.  Clinical degree or certification a plus. Some experience working with software development, design and training. Must have knowledge of general office procedures using office equipment. Must have PC skills and knowledge of Microsoft Office Word and Excel on a high level. Moderate analytic ability (including pivot tables, understanding of revenue cycle metrics, sources of errors in data, application of benchmarks)