Supervisor, Patient Financial Advisors - PFS

SUMMARY

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern Medical Center is committed to excellence, innovation, teamwork, and compassion.

We invest in you with opportunities for career growth and development that align with your future goals and help to provide security for you and your family.

Our highly competitive benefits package offers healthcare, PTO and paid holidays, merit increases and so much more that are all available on the day you start work.

VETERANS :

UT Southwestern is honored to be a Veteran Friendly work environment that is home to hundreds of veterans. We value your integrity, dedication, and the commitment you have made to our country.

We are proud to support your next mission. Ranked by Forbes as one of the Top 10 National Employers, we invite you to be a part of the UT Southwestern team where you will discover teamwork, professionalism, and consistent opportunities for growth.

• Shift : 8-hour days, flex shift Monday Friday, Additional details such as specific hours to be discussed as part of the interview process.
• Work From Home : Applicants will be able to work from home. Must live in the Greater DFW area.

This position will oversee the Patient Financial Advisors customer service team, with 10 direct reports and up to 30 indirect reports.

You will be responsible for addressing preservice financial inquiries and providing cost estimates for upcoming services.

The individual will manage staff, track performance metrics, and provide ongoing coaching and training. Key responsibilities include problem-solving, process improvement, and ensuring the efficiency of workflows.

The role requires effective communication, technical, and leadership skills to support team performance, employee satisfaction, and compliance with policies and procedures.

Collaboration with various departments and stakeholders, including Patient Financial Services, is essential for optimizing operations.

The individual will assist in report preparation, manage scheduling and attendance, and support employee onboarding and disciplinary actions.

This role may also involve direct interaction with patients and handling of patient records.

ESSENTIAL FUNCTIONS :

• Lead Revenue Cycle performance improvements.
• Demonstrate strong problem-solving, communication, and leadership skills.
• Motivate and guide staff to achieve departmental goals.
• Track and monitor key performance metrics and provide coaching.
• Ensure professional growth of direct reports in financial clearance.
• Plan, assign, and evaluate work to meet revenue cycle targets.
• Review workflows, identify issues, and implement process improvements.
• Ensure compliance with policies and procedures.
• Assist in report preparation for stakeholders.
• Participate in committees, meetings, and special projects.
• Collaborate with internal departments to ensure operational efficiency.
• Manage staff schedules, attendance, and time tracking.
• Oversee the onboarding of new employees.
• Manage disciplinary actions in collaboration with Employee Relations.
• Serve as a backup to the manager when necessary.
• Keep staff informed of updates to government and managed care programs.
• Ensure compliance with patient care and research participant interactions.
• Perform other assigned duties.

EXPERIENCE EDUCATION :

• Bachelor’s degree plus one (1) year of supervisory experience in a related field (clinic and / or business operations, health care management, or revenue cycle).
• In lieu of a bachelor’s degree, three (3) years of experience in related field (clinic and / or business operations, health care management, or revenue cycle)
• Plus, two (2) years of supervisory experience.

Required Certification / Membership within 1 year of promotion / hire.

• CHAA Certified Healthcare Access Associate
• CHAM Certified Healthcare Access Manager
• NAHAM National Association of Healthcare access Management

JOB DUTIES :

• Demonstrate continuous performance improvement in targeted areas of responsibility in alignment with the overall Revenue Cycle improvement targets.
• Demonstrates ongoing competency skills, above level problem solving skills and decision-making abilities. Supervises operations effectively;

effective follow-through and follow-up; takes accountability; integrates financial understanding into solutions; demonstrates technical proficiency.

Acts with urgency to address issues and anticipates customer needs. Articulates views clearly and directly, listens attentively to others, communicates quickly issues affecting staff and patients.

Supports department and University goals and objectives.

• Motivates staff to develop and achieve goals and objectives. Works to address employee satisfaction.
• Establishes and maintains performance standards. Tracks key performance metrics and provides regular feedback and coaches direct reports, ACD line monitoring, conduct performance evaluations, and provide or arrange the appropriate training.
• Provides direction and guidance and supports professional growth and development to direct reports in the area of financial clearance.
• Plans, organizes, assigns, and evaluates work to ensure timely revenue cycle work queue metrics are achieved by direct reports.

Compiles, analyzes, and reports status and issues involving all aspects of assigned areas.

Maintains an initiative-taking approach and reviews and analyzes information and workflows, identifies problems, recommends solutions, and implement changes as necessary to maintain efficient and effective processes.

Assists in testing new workflows and processes.

Ensures departmental policies and procedures are properly followed; develops and revises policies and procedures as needed.

Communicates and educates appropriate personnel.

• Assists manager in timely / accurate preparation of statistical reports for stakeholders and maintaining relevant department reports to assist management with tracking of performance indicators.
• Attends meetings and trainings, completes special projects, and participates in committees and project groups / task force teams to assist with quality and work performance issues.
• Works with the Patient Assistance Office, medical directors, revenue cycle managers, Information Resources, MSRDP, Patient Financial Services, Risk Management, and other departments as needed to ensure high efficiency of operations.
• Oversees department schedule, time editing (Kronos) for direct reports, FMLA tracking, time, and attendance issues, ensuring staff coverage for all shifts and availability to assist patients with financial clearance issues.
• Maintains an active role in the selection and onboarding of new employees.
• Holds staff accountable and collaborates with Employee Relations regarding disciplinary actions.
• Serves as backup to the manager and employee as required during vacation, transitions, sickness, or other absences.
• Keeps staff informed of changes in provisions and requirements for governmental and managed care programs.
• Duties performed may include one or more of the following core functions : a) Directly interacting with or caring for patients;
• b) Directly interacting with or caring for human-subjects research participants; c) Regularly maintaining, modifying, releasing or similarly affecting patient records (including patient financial records);

or d) Regularly maintaining, modifying, releasing or similarly affecting human-subjects research records.

Performs other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

• Work requires the ability to work with confidential information on a daily basis.
• Work requires working knowledge of insurance, insurance billing, and various types of health insurance plans.
• Develops People Values diversity; coaches people; develops future talent; delegates; effectively deals with employee problems.
• Leads Change Takes initiative; shows adaptability, flexibility; thinks and plans strategically; articulates clear vision and goals;

champions innovation.

Drives for Results Manages business operations effectively; effective follow-though and follow-up; takes accountability;

solves problems and implements solutions; integrates financial understanding into solutions; demonstrates technical proficiency.

Building Teams Clarifies roles and responsibilities; includes all organization personnel into decision-making process;

develops win-win solutions; collaborates with colleagues and peers; builds coalitions and partnerships; manages conflict constructively.

Focuses on Customer Acts with urgency to address service issues; assesses and anticipates customer needs; demands highest level of service from self and staff;

recovers quickly from service breakdowns and improves processes; ensures staff technical training and proficiency.

Communicates Encourages candid exchange of ideas; articulates views clearly and directly; expresses facts clearly in writing;

listens attentively to others; communicates a compelling vision to staff; communicates quickly issues affecting staff.

WORKING CONDITIONS

Work is performed in a general office setting and / or remotely.

SECURITY :

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information.

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community.

As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.