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 the direct communication with Phoenix Children’s families, resolving issues as they arise, and supporting the Revenue Cycle teams across the board. This position also involves collaboration with departments such as billing, coding, and clinics as well as Phoenix Children’s vendors to ensure timely and accurate resolution to families concerns, questions with regard to services already rendered.

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.

The Supervisor of Family Finance is responsible for supervising and overseeing the daily operations of the Billing Customer Service staff. This position executes actions which promote timely, accurate and effective billing, follow-up, and problem resolution. Responsibilities also include developing procedures to optimize functions, maximize productivity volumes and meet current regulatory standards.

• Maintains quality service by supervising all tasks associated with hospital, physician and dental billing activities.
  
  - Implements new goals and procedures and coordinates office efforts to expedite payment of accounts.
• Strategizes and schedules work to ensure proper delegation and distribution of assignments and adequate staffing for subsequent performance of duties.
  
  - Facilitates and conducts meetings with subordinates to ensure compliance with established practices, KPI`s and attendance policies.
  - Implements and tracks new policies and keeps employees abreast of current changes and standards and track performance levels.
  - Responsible for department`s overall performance and for motivating team members to exceed department and hospital goals and objectives.
  - Works in collaboration with senior management team to identify issues and implement plans to improve revenue.
  - Relies on extensive experience and judgment to plan and accomplish goals.
• Maintains liaison with hospital and clinic supervisory personnel.
  
  - Coordinates efforts in resolving unbilled and problem hospital accounts.
  - Answers inquiries from hospital Customer Service staff regarding claim issues.
  - Collaborates with other departments related to training tips, policy updates, and procedures related to processes.
  - Demonstrates competency in the performance of job-related skills appropriate to customer populations and departmental services while providing excellent customer service.
• Tracks department performance and establishes corrective action plans to adverse action.
  
  - Assists with progressive discipline with regards to attendance, performance and all aspects of department and hospital policy.
  - Develops and assists with the implementation of corrective action plans to address adverse behavior when appropriate.
  - Performs Quality Assurance (KPI) reviews of Revenue Cycle Customer Service monthly by holding one on ones with staff to discuss concerns, questions and to solicit feedback from staff.
  - Assists in the training and on-boarding of new team members and training support for existing team members.
  - Supervises a team of customer service representatives to ensure high-quality service delivery.
• Monitors vendor performance reporting to help ensure the integrity and accuracy of revenue cycle self-pay reporting.
  
  - Reviews and reconciles patient accounts to ensure accuracy and ease of understanding for guarantors and authorized third parties.
  - Completes self-pay collection reports for management reporting and performs a reconciliation of accounts assigned to vendors on a monthly basis.
  - Analyzes customer service data and metrics to identify trends and areas for improvement.
• Provides Customer Service at multiple levels through multiple metrics and processes.
  
  Handles escalated customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
• Performs miscellaneous job related duties as requested.
  

To advance hope, healing and the best healthcare for children and their families

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable