RCM Supervisor - Back End - Remote

Summary

Under the direction of the Revenue Cycle Manager and/or Director of Operations, the RCM Supervisor - Back End is responsible for the daily oversight of back-end revenue cycle operations, including claims submission, accounts receivable follow-up, denial management, appeal workflows, payment posting, patient collections, credit balance resolution, and reconciliation support. This role provides leadership, coaching, workflow monitoring, and escalation support to ensure timely, accurate, compliant, and patient-centered revenue cycle performance. Organization, attention to detail, prioritizing, problem solving, and multitasking are necessary to ensure a high level of customer service. Customers include patients, physicians, vendors, payors, clients, and OO staff.

Essential Duties and Responsibilities

Back-End Revenue Cycle Operations

• Oversee daily back-end RCM operations, including claims submission, clearinghouse rejection resolution, accounts receivable follow-up, denial resolution, appeal submission, payment posting, and patient balance workflows.
• Ensure accurate and timely claims submission and monitor claim holds, rejections, worklists, and billing errors to support clean claim performance.
• Assign payer portfolios and monitor proactive AR follow-up workflows to reduce aging and improve collection effectiveness.
• Identify denial trends, payer issues, and root-cause opportunities; communicate findings to billing staff, coding, authorization, front-end teams, and leadership as appropriate.
• Supervise appeal workflows and ensure timely submission of supporting documentation, corrected claims, reconsiderations, and payer-specific follow-up.
• Oversee payment posting operations, including manual posting, ERA review, reconciliation support, unapplied payment review, and credit balance resolution.
• Support patient collections for past-due balances, payment plan workflows, balance questions, and escalation of complex patient account concerns.
• Ensure back-end processes are completed in compliance with payer guidelines, HIPAA requirements, internal policies, and revenue cycle best practices.
• Support internal and external audit preparation and participate in audit remediation plans when needed.
• Recommend and implement workflow improvements, process automation, reporting enhancements, and technology tools to improve efficiency and accuracy.
• Other duties as assigned.

Performance Monitoring and Reporting

• Monitor key performance indicators, including days in AR, percentage of AR over 90 days, denial rates, rejection rates, payment posting turnaround time, unapplied balances, credit balances, and collection effectiveness.
• Prepare and submit weekly productivity, performance, and workflow status reports for RCM leadership.
• Monitor daily production reports and escalate workflow delays, staffing issues, payer issues, or performance gaps to leadership.
• Track team performance against established standards and provide timely coaching to support accountability and continuous improvement.

Supervisory Responsibilities

• Provide daily oversight, coaching, and support for back-end RCM team members, including billing, AR follow-up, denial management, appeals, payment posting, and patient collection functions.
• Lead daily workflow huddles or touchpoints to prioritize work queues, payer issues, claim edits, denials, and aged AR accounts.
• Conduct one-on-one meetings, performance check-ins, and staff development plans as directed by leadership.
• Coordinate schedules, staffing assignments, and coverage plans to maintain productivity and timely completion of work.
• Serve as the liaison between RCM leadership and the back-end team, escalating issues as needed and ensuring resolution.
• Support onboarding, training, cross-training, and workflow reinforcement for new and existing staff.
• Act as the primary point of contact in the absence of department leadership when assigned.

Competencies

Customer Service - Works well with patients, vendors, physicians, payors, and staff by keeping them informed and promoting a positive image of the company at all times. Exhibits good listening and comprehension; selects and uses appropriate communication methods; looks for ways to improve and promote quality patient care and service.

Teamwork - Accountable to team and departmental goals, works to meet established deliverables, balances team and individual responsibilities, gives and welcomes feedback, and puts success of the team above own interests. Communicates with team members and leadership regarding workflow priorities, patient account concerns, and revenue cycle performance.

Leadership - Provides clear direction, supports staff development, promotes accountability, and models professional behavior. Uses coaching, training, and escalation appropriately to support productivity, quality, and team morale.

Organizational Support - Follows policies and procedures, completes administrative tasks correctly and on time, supports organization goals and values, and maintains patient confidentiality according to HIPAA guidelines.

Dependability - Adheres to the company time and attendance policy. Is punctual, maintains a good attendance record, works independently with little supervision, follows through on commitments, and meets departmental and companywide timelines.

Compliance - Adheres to all company compliance policies, payer guidelines, HIPAA requirements, and applicable state and federal regulations.

Productivity - Prioritizes and plans work activities to ensure completion of daily tasks. Uses time efficiently, plans for additional resources, sets personal goals and objectives to meet departmental goals, and monitors team productivity.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current procedures, payer updates, billing requirements, and industry changes that may affect the department or patient service.

Problem Solving - Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, and escalates issues appropriately when additional support is needed.

Quality - Demonstrates accuracy and thoroughness, monitors own work and team work for errors, and looks for ways to improve and promote quality outcomes.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Education and/or Experience

• High school diploma or general education degree (GED) required. Associate or bachelor degree in healthcare administration, business, or related field preferred.
• AAPC certification required
• Minimum of 5 years of experience in medical billing, accounts receivable management, denial management, payment posting, collections, or revenue cycle operations.
• Minimum of 2 years of supervisory, lead, or team oversight experience preferred.
• Experience with orthopedic, surgical, ASC, or specialty practice billing preferred.
• Experience with Athenahealth, Waystar, clearinghouse workflows, payer portals, and similar revenue cycle technology preferred.

Language Skills

Ability to read and comprehend instructions, payer correspondence, remittance documents, denial notices, appeal requirements, policies, procedures, and memos. Ability to write professional correspondence, account notes, reports, and escalation summaries. Ability to effectively present information in one-on-one and small group situations to patients, staff, leadership, vendors, and other employees of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as percentages, adjustments, patient balances, contractual allowances, payment rates, denial volumes, collection rates, and productivity metrics.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to identify account trends, investigate payer issues, resolve standardized and moderately complex problems, and escalate issues appropriately when additional direction is required.

Computer Skills

To perform this job successfully, an individual should have knowledge of Electronic Medical Records (EMR) and practice management systems, preferably Athena. Proficiency with Microsoft Outlook, Word, Excel, Teams, payer portals, clearinghouse tools, scanning, faxing, and general computer navigation is preferred. Intermediate Excel skills, including filtering, sorting, basic formulas, and report review, are strongly preferred.

Certificates, Licenses, Registrations

None required. Certified Revenue Cycle Representative (CRCR), Certified Professional Biller (CPB), Certified Professional Coder (CPC), or similar revenue cycle certification preferred but not required.

Physical Demands

The employee is regularly required to sit, use hands, talk, hear, and view computer screens for long periods of time. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl, and may occasionally lift or move up to 30 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

May be required to travel to one or more satellite locations depending on staffing changes.

Work Environment

The noise level in the work environment is usually moderate.