Billing Department - Financial Counselor - Supervisor

About Company:

Our Commitment to the Gwinnett Community

At Suburban Hematology Oncology Associates, our mission is to provide world-class, cutting-edge care right here in Gwinnett County. With five convenient locations and a dedicated team of 15 medical professionals, we combine advanced clinical expertise with a deeply compassionate, patient-centered approach. We invite you to experience the difference that personalized, community-focused care can make.

Comprehensive Hematology & Oncology Services

We are proud to offer a full spectrum of specialized care for our patients. Each of our five state-of-the-art facilities features a fully staffed, on-site laboratory equipped to handle your diagnostic needs with precision and speed.

Our board-certified oncologists and hematologists specialize in treating a wide range of conditions, including:

• Blood-Related Cancers and Marrow Failure.

• Acute and Chronic Blood Conditions, such as anemias.

• Bleeding and Clotting Disorders.

Whether you are navigating a new diagnosis or managing a chronic condition, our team is here to provide the highest standard of care at every step of your journey.

Position Summary

The Financial Counselor Supervisor oversees the daily operations of the financial counseling function across all SHOA clinic locations. This role requires a solid working knowledge of healthcare collections and the range of financial assistance options available to patients, along with the ability to quickly learn and apply SHOA and Northside policies and procedures. The Supervisor embodies the organization's mission, vision, and values and serves as a knowledgeable resource across the entire revenue cycle — from patient registration through billing.

The Supervisor directs and supports the financial counseling team, oversees the calculation and collection of patient liability, assists patients in understanding current and prior balances, helps connect patients to financial assistance, and partners with the insurance verification and pre-certification teams to resolve issues prior to service. On occasion, the Supervisor will communicate directly with patients or family members — in person or by phone — to address billing questions and concerns. The position requires frequent travel to all clinic locations.

Essential Duties and Responsibilities

• Promote the mission, vision, and values of the organization
• Supervise the financial counseling staff across all clinic locations
• Manage and balance the financial counselors' workload across all sites
• Oversee the calculation and collection of patient liability
• Assist patients with financial assistance applications and with understanding current and prior balances
• Partner daily with front desk and insurance verification staff regarding patient status changes, including insurance notifications and coverage updates
• Support the insurance verification and pre-certification teams in resolving issues prior to service
• Provide expert guidance on hospital and physician insurance billing and follow-up
• Create detailed account notes in the system reflecting all actions performed
• Participate in data gathering for financial reporting and provide Northside reports as needed
• Maintain current knowledge of Northside financial assistance programs and all SHOA and Northside processes
• Participate in Northside meetings as needed and serve as a liaison between the department and the hospital
• Review daily email and departmental communications
• Perform the duties of financial counselors as needed to support coverage
• Maintain a neat, organized workspace and a business-professional appearance

Supervisory Responsibilities

Directly supervises financial counselors across all SHOA clinic locations, including workload management, day-to-day direction, and performance support.

Education and Experience

• College degree preferred
• 2–4 years of experience in a healthcare setting
• 2 years of prior hospital or clinic registration, billing and collections, financial counseling, and/or customer service experience preferred
• Prior financial counseling experience
• Knowledge of medical terminology preferred
• Knowledge of CPT / ICD-10 coding helpful
• Proficiency with computers and common office software
• Bilingual (English/Spanish) a plus but not required

Knowledge, Skills, and Abilities

• Knowledge of medical insurance (Medicare, HMO, PPO, commercial) and the collections process
• Strong written and verbal communication skills, including medical terminology
• Ability to work independently, exercise sound judgment, and maintain strong attention to detail
• Ability to manage multiple, simultaneous responsibilities and prioritize effectively for self and team
• Excellent customer service skills, with the ability to calm and de-escalate distressed or agitated patients and family members
• Professional demeanor and strong public relations skills
• Strong interpersonal skills for building relationships with colleagues at all levels
• Willingness to develop public speaking skills
• Enthusiastic, positive, and dependable, with consistent, reliable attendance

Working Conditions and Travel

This position requires frequent, regular travel to all SHOA clinic locations to provide on-site supervision and support. A valid driver's license and reliable transportation are required.

Additional Notes

Other duties may be assigned as needed to support departmental and organizational goals.