CENTRAL BUSINESS OFFICE SUPERVISOR

The Central Business Office (CBO) Supervisor serves as the operational leader of the organization's billing and accounts receivable functions, providing day-to-day leadership and oversight of departmental operations across all assigned care settings. This position is accountable for ensuring the department consistently achieves established performance, quality, compliance, productivity, reimbursement, and customer service expectations while supporting the organization's overall Revenue Cycle strategy.

Working under the direction of the Central Business Office Manager, the Supervisor translates departmental goals and strategic priorities into daily operational execution by coordinating workflow, monitoring productivity and quality, resolving operational issues, developing staff, and ensuring departmental performance standards are consistently achieved. The Supervisor serves as the primary frontline leader for assigned staff, fostering a culture of accountability, collaboration, service excellence, continuous improvement, and operational excellence.

The Supervisor provides technical leadership and operational oversight for billing, claims management, reimbursement, accounts receivable, denial management, appeals, payment variance resolution, and related billing functions. This position serves as a subject matter resource for complex billing and reimbursement issues while supporting operational continuity during periods of increased workload, staffing shortages, system changes, or organizational initiatives.

The Supervisor collaborates closely with Patient Access, Patient Engagement, Coding & Revenue Integrity, Health Information Management (HIM), clinical departments, providers, Finance, Compliance, Information Technology, and external payers to promote accurate charge capture, timely reimbursement, regulatory compliance, operational efficiency, and an exceptional patient financial experience across the Revenue Cycle continuum.

The Central Business Office supports billing and reimbursement activities across the organization's Critical Access Hospital (CAH), Rural Health Clinic (RHC), Hospital-Based (HB), Professional Billing (PB), Emergency Medical Services (EMS), and other applicable Revenue Cycle operations. The Supervisor is expected to maintain a working knowledge of the unique operational, reimbursement, regulatory, and compliance requirements associated with these care settings and apply that knowledge to support effective departmental operations and organizational financial performance.

The Central Business Office Supervisor is responsible for the daily operational oversight of institutional and professional billing functions across all assigned care settings. The Supervisor ensures billing operations are performed accurately, efficiently, timely, and in compliance with organizational policies, regulatory requirements, and payer expectations.

Responsibilities include:

Oversees daily billing operations across Critical Access Hospital (CAH), Rural Health Clinic (RHC), Hospital-Based (HB), Professional Billing (PB), Emergency Medical Services (EMS), and other assigned service lines.

Coordinates daily workflow and operational priorities to ensure timely claim generation, billing, and

reimbursement activities.

Identifies operational barriers and implements appropriate solutions to maintain workflow continuity and departmental performance.

Promotes standardized workflows and operational consistency across all billing functions.

Supports departmental readiness for operational, regulatory, and organizational changes.

Ensures departmental operations comply with applicable federal, state, regulatory, payer, and organizational requirements while supporting accurate reimbursement and Revenue Cycle integrity.

Ensures compliance with applicable billing regulations, payer requirements, organizational policies, and reimbursement guidelines.

Maintains working knowledge of reimbursement methodologies applicable to Critical Access Hospital (CAH), Rural Health Clinic (RHC), Hospital-Based (HB), Professional Billing (PB), and Emergency Medical Services (EMS).

Collaborates with Coding & Revenue Integrity to ensure claims accurately reflect coded services, documentation, and charge capture.

Supports implementation of regulatory updates, payer policy changes, system enhancements, and operational improvements affecting billing operations.

Participates in internal audits, quality reviews, compliance activities, and corrective action initiatives.

Promotes accurate, compliant, and complete billing practices throughout the department.

Collaborates with Revenue Cycle departments, clinical operations, providers, and external stakeholders to improve operational efficiency, reimbursement performance, and the patient financial experience.

Partners with Patient Access, Coding & Revenue Integrity, Health Information Management (HIM), Finance, Information Technology, Compliance, clinical departments, providers, and other operational leaders to resolve billing issues and improve Revenue Cycle performance.

Serves as a departmental resource for complex billing, reimbursement, payer, and operational questions.

Collaborates with external payers and business partners to resolve claim processing, reimbursement, and operational issues.

Participates in interdisciplinary initiatives designed to improve charge capture, reduce denials, optimize reimbursement, and enhance operational performance.

Promotes effective communication and collaboration throughout the Revenue Cycle continuum.

Monitors departmental performance using established operational, financial, quality, and customer service metrics to drive accountability, operational excellence, and continuous improvement.

Key performance indicators may include, but are not limited to:

Accounts Receivable Aging

Cash Collections

Timely Filing Compliance

Reimbursement Performance

Clean Claim Rate

Claim Submission Timeliness

Work Queue Aging

Billing Productivity

Turnaround Time

Billing Accuracy

Denial Rate

Denial Recovery

Audit Results

Regulatory Compliance

Customer Service Performance

Cross-Training

Employee Development

Operational Efficiency

Utilizes operational reports, dashboards, work queues, and performance metrics to identify trends, prioritize work, allocate resources, improve departmental performance, and support organizational goals.

The Central Business Office Supervisor is accountable for ensuring assigned departmental operations are executed accurately, efficiently, timely, and in compliance with organizational policies, regulatory requirements, and payer expectations. Through effective operational oversight, technical expertise, collaboration, and data-driven decision-making, the Supervisor supports optimal financial performance, operational excellence, regulatory compliance, and an exceptional patient financial experience while advancing the organization's strategic Revenue Cycle objectives.

The responsibilities listed above are not all-inclusive; other activities may be required in support of the hospital's goals and objectives.

High school diploma or equivalent required.

Associate degree in healthcare administration, business administration, finance, health information management, or a related field preferred.

An equivalent combination of education and progressive healthcare Revenue Cycle experience may be considered.

Three (3) to five (5) years of progressive healthcare billing, accounts receivable, reimbursement, or related Revenue Cycle experience required.

Demonstrated experience with claim submission, billing edits, accounts receivable follow-up, denial resolution, appeals, payment processing, and payer requirements.

Experience within both Hospital Billing and Professional Billing operations preferred.

Previous Lead, supervisory, training, or demonstrated leadership experience preferred.

Experience supporting billing and reimbursement operations within Critical Access Hospital (CAH) and Rural Health Clinic (RHC) care settings strongly preferred.

Experience with Hospital-Based (HB), Professional Billing (PB), Emergency Medical Services (EMS), outpatient, and ambulatory billing operations preferred, as applicable to the assigned area.

Working knowledge of billing and reimbursement operations across the organization’s care settings, including Critical Access Hospital, Rural Health Clinic, Hospital-Based, Professional Billing, Emergency Medical Services, outpatient, and ambulatory services.

Understanding of the unique billing, reimbursement, regulatory, and compliance requirements associated with CAH and RHC operations.

Working knowledge of Medicare, Medicaid, commercial payer, managed care, workers’ compensation, and other governmental or third-party payer requirements.

Knowledge of applicable reimbursement methodologies, claim formats, billing rules, timely filing requirements, and payer-specific claim submission standards.

Understanding of the interdependencies among Patient Access, Coding, Revenue Integrity, clinical documentation, charge capture, billing, denials, payment posting, and accounts receivable follow-up.

Demonstrated ability to supervise, coach, develop, and hold staff accountable for performance.

Ability to organize, prioritize, and delegate work across multiple billing and accounts receivable functions.

Strong problem-solving, critical-thinking, and decision-making skills.

Strong written and verbal communication skills.

Ability to communicate complex billing and reimbursement information clearly to staff and organizational stakeholders.

Demonstrated ability to establish effective working relationships with employees, patients, providers, payers, leadership, and internal departments.

Strong customer service orientation and ability to manage escalated billing or account concerns professionally.

Ability to maintain confidentiality and exercise sound judgment when handling sensitive patient, employee, and financial information.

Demonstrated professionalism, reliability, adaptability, accountability, and commitment to organizational values.

Demonstrated ability to effectively utilize electronic health records (EHR), revenue cycle applications, patient accounting systems, billing systems, payer portals, clearinghouses, and other technology platforms used to support departmental operations.

Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.

Ability to interpret and utilize operational reports, dashboards, and system-generated work queues to monitor performance and support decision-making.

Experience participating in system implementations, workflow redesign, testing, optimization, or technology enhancement initiatives preferred.

Strong analytical, critical-thinking, and problem-solving skills.

Ability to analyze operational, financial, and quality performance data to identify trends, prioritize opportunities, and support continuous improvement.

Ability to use data to monitor productivity, quality, customer service, compliance, and departmental performance.