Job Description

Supv, Account Follow Up

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

Job Overview

Supervisors in the Account Follow-up group are responsible for supervision of a team of Account Follow-up resources and manage all aspects of the operation for their designated area of responsibility within Patient Accounts.   The Supervisor is accountable for identifying areas that are influencing reimbursement and or the A/R.  To accomplish this the supervisor must develop and utilize analytics to influence and implement change.  The supervisor must ensure the appropriate work processes and strategy are in place for realizing the establish productivity metrics and financial results, and is responsible for the design, implementation, and management of programs and processes.  The Supervisor represents Patient Accounts as part of the centralized Revenue Cycle and acts as a liaison with sites, Chief Financial Officer(s), external vendors, and various other CTCA partners, and is responsible for participating in Enterprise Wide initiatives based upon expertise. The AM Supervisor analyzes team productivity metrics, and leverages these analytics for providing leadership to the team, and aligning work processes for continuous improvement.  This role is responsible for identifying industry trends (e.g. A/R trending, denials trending, etc.) and works with its partners to achieve its goals. The supervisor will coach and mentor the team to ensure ongoing development of the workforce.  Core management responsibilities include areas such as:  interviewing, hiring, all aspects of progressive discipline (including termination), time and attendance management/approval, performance evaluations (including annual reviews, and monthly/quarterly QAs), staff development, and coaching. 

Job Accountabilities

1.  Talent Management

Identifies development needs and/or skill gaps Foster stakeholder and/or team development, coaching for future growth opportunities and to meet resource needs Participates in the interview process and makes recommendations for hiring, promotion, and transfers Monitors staffing needs and stakeholder’s schedule Assumes responsibilities for other Patient Accounts teams when needed Enforces departmental and corporate policies and procedures Oversees all aspects of performance management, progressive discipline and the annual Talent programs (i.e., merit, performance reviews, etc.)

2.  Team Development

Manages new hire training Conducts a minimum of 8 hours 1:1 time for all new hires Responsible for ensuring the integrity of training content and work processes Communicates effectively, is visible and available for all stakeholder questions and responds timely to meet the team’s needs Holds periodic or ad hoc team and individual meetings for development or training opportunities Prepares and delivers QA Assessments and yearly reviews as outlined below and obtains Manager’s approval before delivering QA Assessments or yearly reviews:

New Hires: Monthly QA assessments during the first three months with additional assessments as needed. The first QA assessment is conducted no later than 30 days past the date a new stakeholder begins independent work

Stakeholders (excluding new hires): Quarterly QA assessments completed within the first two weeks of quarter end date

Yearly Reviews: Completed for all eligible Stakeholders per established deadlines from Talent

Identifies when a stakeholder needs additional training/support

3.  Communication, Networking and Relationship Building

Acts as a liaison for CTCA sites, Corporate and Revenue Cycle partners and external vendors and manages these relationships to achieve outcomes Utilizes various communication channels at various levels of the organization Actively participates as a member of the Patient Accounts with Leadership team and RCM Provides Leadership for program and processes design and implementation Travels as needed Participates in entity specific projects; lead and/or participate in key Patient Accounts initiatives Escalates uncertain patient or payer situations, pattern denials, or any situation resulting in delayed billing, collections, payments, contract discrepancies, or other potential areas of risk

4. Productivity

Identifies areas influencing productivity through analytics and leadership Manages team to meet the established metrics and target goals Responsible for influencing payers through negotiation for account settlements, prompt pay discounts, and acceptable reimbursement Review and approves adjustment of balances deemed noncollectable. Manages and monitors team productivity, aging, and collection results leveraging reporting, dashboards and other analytical tools Maintains current knowledge of all team functions within Patient Accounts Adjusts team workload/workflow responding to industry trends, reimbursement changes, productivity, etc.

5. Administration

Develop and maintains current policy and procedures Manages time and accruals for stakeholders. Is responsible for updating Kronos, Workday, Taleo or other HR systems as needed Makes budget recommendations, researches pricing options and provides data to support additional FTE requests. Manages OT usage to insure OT objectives are met. Provides OT report to Manager within 1 business day of payroll approvals Suggests and participates with new technology and innovation for Patient Accounts Proactively works and identifies new process improvement opportunities Manages compliance with building standards, HIPAA regulations, CTCA Policies and Procedures, FDCPA regulations, Patient Friendly Billing Standards, routinely conducts audits of these regulations to insure direct reports are also compliant Utilizes Kaizen, Lean Six Sigma and Smart Goal techniques to insure team’s performance is optimal

Education/Experience Level

  • Must have high school diploma/equivalent
  • Bachelor’s degree preferred or equivalent experience
  • 1+ years of supervisory experience
  • 3-5 years of experience in healthcare management including specialized experience Revenue Cycle including areas such as reimbursement, billing, insurance and self-pay healthcare collections, denials management and mitigation
  • Strong background in financial management with knowledge of federal and state laws and requirements relating to healthcare management
  • Demonstrated knowledge of the components of insurance benefits impacting reimbursement and Medicare eligibility
  • Proven analytical capabilities, ability to report and analyze data for purposes of making recommendations and managing workflow
  • Intermediate Microsoft Office Excel skills

Knowledge and Skills

  • Demonstrated leadership capabilities, and strong business acumen
  • Complete understanding of management practices and applicable laws
  • Must have knowledge of accounting principles and statistical analyses
  • Must have strong analytical skills, with experience in data mining and modeling
  • Must have solid knowledge of medical terminology, ICD9/ICD10 codes, CPT/HCPC’s codes
  • Intermediate understanding of business service functions including billing, collections, insurance and appeals
  • Must have knowledge and understanding of the Fair Debt Collection Laws, Bankruptcy, HIPAA and State Collection Laws
  • Intermediate in relevant software e.g. Microsoft Office products (Excel, Word, Powerpoint), and company related IT systems
  • Ability to work in fast pace-environment, deadline oriented environment
  • Ability to manage multiple and competing priorities
  • Ability to relate and communicate with all levels of management
  • Possess strong and effective customer service skills
  • Must have advanced written and verbal communication skills
  • Must be willing to travel for site visits, as needed
  • Ability to manage sensitive, confidential information

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

Visit: to begin your journey.

Application Instructions

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