Collections Supervisor

The Collections Supervisor is responsible for all activities related to the Collections Department, including collections staff oversight. This includes generating the Aged Accounts Receivable reports for staff, assignment of accounts, creating policies, procedures and processes related to the department, training of staff and ensuring accounts are worked, and followed up, timely. Create, and maintain, collection documentation for each client. Identify issues specific to each client for review with Director, Revenue Management. Generate weekly reports of aged accounts receivable, by client, with details on outstanding accounts. Identify short pay and denial trends. Manage Collections staff to monitor productivity. Review PTO requests for approval as well as absence and tardiness. Review credit requests, Liaison to Billing Department, as well as other departments, on issues identified causing a delay in payment or rejection. Meet weekly with Director, Revenue Management to communicate status of open Accounts Receivables. Demonstrates a customer-first mindset through a commitment to delivering the best possible outcomes for our customers, which include; injured workers, payors, clients, providers, stakeholders, and internal teams. By fully leveraging Paradigm’s solutions, delivering consistently high-quality service, and collaborating effectively with internal and external partners, we create an exceptional customer experience.

DUTIES AND RESPONSIBILITIES:

Oversight of collections department staffing, performance, training and productivity.

Identify billing and collection issues, review and resolve client discrepancies and short payments

as well as trends.

Responsible for monitoring status of all accounts, reporting, account adjustment recommendations,

and small balance write off.

Accountable for reducing DSO on all accounts.

Work closely with Director, Revenue Management, as well as other management as necessary to

resolve aged accounts.

Review credit requests of collections staff.

Create policies and procedures for department.

Develop processes, by client, for reference and adherence.

Maintain updated client contact list.

Weekly and monthly reporting to Director, Revenue Management.

Internal and External customer interface.

Maintain confidentiality and integrity of PHI in line with HIPAA and internal Privacy and Information

Security policies.

Work with Accounts Payable specialist on payment requests.

Perform additional duties as identified and directed by management.

Maintain reliable and predictable attendance during scheduled work hours.

Utilizes AI tools to support day-to-day tasks, improve efficiency, and enhance output quality. Adopts new technologies as trained and applies them in alignment with established processes and guidelines.

Demonstrates a customer-first mindset by developing a broad and deep (where appropriate) understanding of Paradigm organization, products, operations, and customers. Prioritizes collaboration to meet customer needs and expectations and takes personal accountability for service quality.

Responsible for complying with Paradigm Information Security requirements and policies, for safeguarding Paradigm or Paradigm related passwords, and for notifying Paradigm of any Information Security incidents per policy SEC 10-12 Information Security Incident Management.

Leads adoption of AI-enabled tools within the team, ensuring effective integration into workflows. Coaches employees on appropriate usage, monitors impact on productivity and quality, and identifies opportunities for process improvement.

Demonstrates a customer-first mindset by reinforcing expectations of all employees as drivers of customer excellence by actively fostering engagement, clarity, accountability, and support, recognizing that a positive and consistent employee experience directly influences service quality and customer outcomes.

SUPERVISORY RESPONSIBILITIES:

Mentor, train, and supervise team members directly and indirectly, review their work and provide effective constructive feedback to achieve their best performance and goal attainment

Set the tone for a strong Enterprise culture and high employee engagement.

Ensure all team members understand, are trained in, and comply with Paradigm’s security requirements and policies.

Ensure all team members have the minimum level of IT system access required to effectively complete their Paradigm responsibilities.

QUALIFICATION REQUIREMENTS:

An Associate Degree in business or equivalent and minimum of four years of proven success in Finance or Collections.

Supervision of staff. Analytical/Problem Solving Skills.

Knowledge of medical billing. Attention to detail.

Account reconciliation.

Accurate and comprehensive reporting.

Excellent Communication, both verbal and written.

Understanding of Accounts Receivable and Collections, in a business to business environment.

Data Entry Skills. Accounts Receivable knowledge/experience a plus.

Strong attention to detail, goal oriented. Commitment to excellent customer service.

Knowledge of Billing and Collection Procedures.

Excellent written and verbal communication abilities.

Proven success in reducing DSO and collections.

Ability to prioritize and manage multiple responsibilities.

Medical collections experience preferred.

Technical Capacity including advanced knowledge of Microsoft Office, specifically Excel and Access