The RCM Supervisor II is responsible for overseeing the end-to-end RCM activities of multiple office support teams to ensure optimal performance and efficiency. The RCM Supervisor II will lead the teams, ensuring that insurance verification, billing, collections, AR management, and customer service processes are effectively implemented and continuously improved. This role is responsible for direct management of two or more office support teams and functions in a supervisory capacity without direct account assignments, but with team support and coverage expectations during outages or within areas of need. The RCM Supervisor II role is responsible for overall performance, team and staff management, risk identification and communication with RCM and office leadership stakeholders.
Key Skills for This Role
practice management softwareinsurance portalsclearing housesbanking reconciliation software
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ROLE OVERVIEW
The RCM Supervisor II is responsible for overseeing the end-to-end RCM activities of multiple office support teams to ensure optimal performance and efficiency. The RCM Supervisor II will lead the teams, ensuring that insurance verification, billing, collections, AR management, and customer service processes are effectively implemented and continuously improved. This role is responsible for direct management of two or more office support teams and functions in a supervisory capacity without direct account assignments, but with team support and coverage expectations during outages or within areas of need. The RCM Supervisor II role is responsible for overall performance, team and staff management, risk identification and communication with RCM and office leadership stakeholders.
KEY RESPONSIBILITIES
Supervise office-based end-to-end site-specific revenue cycle team(s), providing guidance and support to ensure performance meets departmental standards.
Interview, hire, onboard and train new-hires or transferred team members within pod-specific workflows and role-specific expectations.
Provide ongoing training and development to ensure team members are up-to-date on billing and coding procedures, compliance, payer requirements, and best practices.
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Conduct bi-weekly huddles to review site scorecard/metrics, adjust workflows, and implement new strategic initiatives across roles.
Identify gaps in team communication and address problem areas with innovative solutions to improve accountability and performance between team members and within the pod as a whole.
Perform quarterly reviews for direct reports with bidirectional performance feedback.
Provide feedback to RCM Manager or Director to support quarterly and annual performance reviews for all pod staff.
Prepare and present detailed reports on site-specific RCM KPIs, highlighting areas of concern and areas for improvement to RCM Manager or Director. KPIs include but may not be limited to:
Collection Rate: Monitor and report on the net collection rate, analyzing performance against targets. Collaborate with the team to identify opportunities for improvement.
Days in AR: Track and evaluate average days in AR to ensure appropriate advanced collection, payment application, efficient and accurate claim filing, and timely back-end billing and claim resolution. Investigate and address any delays or bottlenecks that may be causing extended days in AR.
% AR Over 90 Days: Review and analyze the percentage of AR over 90 days (insurance v. patient) to identify trends or issues requiring attention. Work with the team to reduce the percentage of aged receivables by implementing strategies to resolve outstanding claims and payments.
RCM Ticketing: Review speed and effectiveness of resolution of practice needs, account questions, and communication back to practice and/or patient. Ensure response time follows SLA and appropriately addresses initial ask.
Audit team performance weekly and ensure that all RCM activities are processed in a timely, accurate, and compliant manner according to SOP and KPIs per role, holding team members accountable to target metrics.
Develop and enforce procedures for following up on outstanding claims and ensuring payment collection on overdue accounts.
Ensure team is appropriately staffed in relation to volume-based staffing model per pod, and role alignment per team member is positively impacting RCM metrics.
Review trends MoM to assist in setting departmental goals related to RCM metrics and provide input into strategic initiatives aimed at improving financial performance.
Continuously evaluate RCM processes to identify inefficiencies or areas for improvement. Propose and implement strategies to streamline workflows and improve the net collection rate, reduce days in AR, and lower the percentage of AR over 90 days.
Report any compliance concerns to RCM Manager or Director, and assist with resolution of compliance issues or discrepancies, working closely with the compliance department as needed.
Act as first point of contact for site leadership when account or patient questions arise. Coordinate research with appropriate role-specific team member and review outcomes with site leadership and/or direct manager.
ESSENTIAL QUALIFICATIONS
Prior experience in Dental Office workflows, Revenue Cycle functions to include Scheduling, Registration, Insurance verification, fee schedules, claim submission, charging/coding requirements, insurance AR follow up and payment posting process
Must be knowledgeable of reimbursement/compliance process and procedures with all payors
Experience with practice management software systems, insurance portals, clearing houses, insurance guidelines, banking reconciliation software, proficient in intermediate PC skills (MS Office—strong excel skills). Strong computer literacy, Excellent Math and problem-solving skills. Data entry and 10-key by touch.
Strong interpersonal and organizational skills. Ability to work within a team setting and as an individual contributor. Excellent oral and written communication skills
Responsible for quality work, meeting deadlines, and adherence to Compliance and Revenue cycle standard operating procedures
Organized work habits, accuracy, and proven attention to detail with strong analytical skills
Certified Professional Coder (CPC) or Certified Revenue Cycle Professional (CRCP) credentials preferred
Ability to comply with all organization, state, and federal employment regulations and practices. Previous experience in team and personnel management preferred
