Supervisor, Patient Financial Services, Customer Service

NorthBay Solutions

Supervisor of Customer Service managing daily operations within Patient Financial Services at NorthBay Health. Leading staff, overseeing workflows, and enhancing patient financial experience in Fairfield, CA.

Posted 5/2/2026full-timeFairfield • California • 🇺🇸 United StatesMid-LevelSenior💰 $36 - $44 per hourWebsite

About the role

Key responsibilities & impact

Supervise daily Customer Service operations, ensuring service levels, productivity, quality, and customer experience standards are consistently met.
Lead, coach, and develop staff through hiring, training, performance management, and ongoing feedback.
Serve as escalation point for complex patient inquiries, billing issues, and service recovery situations.
Monitor and manage call center performance metrics (e.g., AHT, ASA, abandonment rate, quality scores) and adjust staffing and workflows to meet service level targets.
Ensure timely, accurate, and compliant handling of all patient interactions, including phone and electronic communications.
Drive resolution of patient complaints, billing discrepancies, and account issues while identifying root causes and trends.
Oversee accurate documentation of account activity to ensure compliance with regulatory and organizational standards.
Analyze KPIs and operational data to identify trends, improve performance, and enhance patient financial experience.
Develop and implement workflows, policies, and process improvements to increase efficiency, reduce errors, and support revenue cycle outcomes.
Partners with internal departments, physicians, payers, and vendors to resolve issues and improve end-to-end processes.
Collaborate with leadership and IS teams to optimize system functionality, reporting, and automation.
Lead initiatives that support denial prevention, cash acceleration, and overall revenue cycle performance.
Conduct regular audits and quality reviews to ensure adherence to policies, procedures, and regulatory requirements.
Support special projects and organizational initiatives as assigned.

Requirements

What you’ll need

Associate’s degree preferred or equivalent combination of education and/or 6 years of relevant experience.
All new hires will be required to complete the HFMA Certified Revenue Cycle Representative (CRCR) training course within the first nine (9) months of employment.
Minimum 4 years in a lead or supervisory role preferred.
5 years of experience in professional and/or hospital billing, including in-depth knowledge of CPT, ICD, and HCPCS coding preferred.
Strong understanding of payer contracts, payment structures, and federal/state regulations.
Proficiency with compliance laws and collection laws.
Proven proficiency in Accounts Receivable (AR) management.
Excellent oral and written communication skills.
Proficient in PC applications and Microsoft Office Suite, specifically Excel.
Strong analytical skills with exceptional attention to detail.
Skilled in training and providing education to staff.
Strong organizational skills and ability to prioritize tasks effectively.
Ability to prioritize tasks and communicate delays effectively.
Strong interpersonal communication skills across all organizational levels.
Ability to supervise a team with professionalism, inclusion, and effective communication.

Benefits

Comp & perks

medical, dental, and vision insurance
life, disability, and long-term care coverage
paid time off including vacation, sick leave, holidays, and bereavement
a 403(b) retirement plan with employer match
education reimbursement for eligible roles
professional development and training programs
Employee Assistance Program
wellness programs
recognition programs
shift differentials
market-based compensation review and increases subject to approval and organizational performance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

patient billingCPT codingICD codingHCPCS codingAccounts Receivable managementKPI analysisworkflow developmentprocess improvementcompliance lawscollection laws

Soft Skills

leadershipcoachingcommunicationanalytical skillsattention to detailorganizational skillsprioritizationinterpersonal skillsteam supervisionproblem-solving

Certifications

HFMA Certified Revenue Cycle Representative (CRCR)