• Job Description

  Req#: 300000442018419
  Job Description
  
  *Work Location Requirement and Preference:
  This position may be performed onsite or remotely; however, onsite work is preferred based on business needs. Preference will be given to qualified candidates who are able to work onsite and are located within a commuting distance to Fairfield, CA.
  
  *Remote Work Eligibility:
  This position is open to candidates located within the continental United States. Due to state-specific employment requirements and workers' compensation regulations, we are unable to support remote work arrangements in the following locations: Washington, Ohio, Wyoming, North Dakota, Puerto Rico, and the U.S. Virgin Islands.
  
  At NorthBay Health, the Supervisor of Customer Service is responsible for the daily operations and supervision of Customer Service functions within the Patient Financial Services department. Oversees staff and are responsible for inbound and outbound patient communications, account inquiries, and service support functions.
  
  Ensures a high-quality customer experience, timely resolution of patient and payer inquiries, and efficient handling of all customer service workflows. Provides leadership, training, and performance oversight to ensure compliance with organizational standards, regulatory requirements, and productivity goals.
  
  Builds and maintains processes that support accurate account handling, effective communication, and a seamless patient financial experience.
  
  PRIMARY JOB DUTIES
  
  
  • 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.
  
  
  Qualifications
  
  Education: Associate's degree preferred or equivalent combination of education and/or 6 years of relevant experience.
  
  Licensure / Certification: 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. The employer will sponsor membership, training, and certification costs.
  
  Experience
  
  • 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.
  
  
  Skills & Competencies
  
  • 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.
  
  
  Interpersonal Skills
  
  • 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.
  
  
  Standards of Performance: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
  
  Physical Effort: Attendance is an essential function of the job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
  
  About Us
  
  Interpersonal Skills and Values
  
  Demonstrates NorthBay Health's True North Values: Nurture Care, Own It, Respect Relationships, Build Trust, and Hardwire Excellence. These values guide behavior, accountability, teamwork, and commitment to high-quality patient care.
  
  Why NorthBay Health
  
  NorthBay Health is an independent, nonprofit health system serving the Napa, Solano, and Yolo County regions. We are expanding access to care across our communities through two acute-care hospitals, including a Level II Trauma Center and a Level III NICU maternity unit, along with a cancer center, urgent care locations, and a growing network of primary and specialty care clinics.
  
  We provide advanced services in cardiovascular care, neuroscience, orthopedics, surgery, and outpatient specialties. NorthBay Health is nationally recognized for quality care, including Magnet with Distinction designation for nursing and multiple U.S. News and World Report high performing recognitions.
  
  We are committed to being the trusted healthcare partner of choice and offer an environment where employees can grow, contribute meaningfully, and support the health of our communities.
  
  NorthBay Health Benefits Options
  
  NorthBay Health offers a comprehensive benefits package based on established eligibility requirements. Benefits may include 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, and market-based compensation review and increases subject to approval and organizational performance.
  
  Compensation Structure
  
  NorthBay Health uses a structured compensation framework. Staff-level positions use a step-based system (Steps 1-5) based on years of directly related experience, with Step 5 representing 20 or more years of experience in the role. Manager level and above positions are paid a fixed annual base salary and are eligible for a variable incentive compensation plan. Physician compensation is structured based on specialty and role requirements.
  
  Remote Work Disclosure
  
  NorthBay Health is primarily an onsite organization due to the nature of healthcare. Some roles may allow hybrid or remote work based on business needs.
  
  Remote work is not supported in Washington, Ohio, Wyoming, North Dakota, Puerto Rico, the U.S. Virgin Islands, or outside of the United States.
  
  Notice to Recruitment Agencies
  
  NorthBay Health utilizes a managed service provider (MSP) for agency partnerships and is not currently engaging external recruiting firms outside of established agreements. We do not accept unsolicited resumes or third-party candidate submissions. Please do not contact NorthBay Health employees, leaders, physicians, or hiring managers regarding recruitment or job postings.
  
  More Information
  
  Visit NorthBay Health Careers for recruitment FAQs and additional information.

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