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Supervisor Customer Service- Early Out Team

Job ID: 4666478
Updated: August 30, 2018
Geographic Location: 
Department: Customer PreService
Full/Part Time: Full-Time
Shift: Days
Standard Hours: 40
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Job Summary

This position is located onsite with Mercy Health, a client of Ensemble Health Partners. To learn more about Mercy, click the link below to apply.

Supervisor- Customer Service Early Out

The Supervisor of Customer Service manages all customer service and collection activities and is responsible for performance and effectiveness of the department.  The Supervisor will be responsible for monitoring staff productivity and ensuring department objectives are met to improve revenue, accelerate cash, and provide excellent customer service to Mercy Health patients. Additionally, they will work with Patient Access, Clinical, Coding, Billing, Cash Application, Follow-Up, and Denials and Revenue Management departments to coordinate efforts and ensure timely resolution to all patient inquiries.  They will empower staff to develop methods of process improvement, including planning, setting priorities, conducting systematic performance assessments, implementing improvements based on those assessments and maintaining achieved improvements.

Essential Functions:

  • Supervises all customer service activities performed by staff across Mercy Health.  
  • Staff responsibilities include answering patient questions regarding statements, posting guarantor payments, setting up payment plans within Mercy Health policies, researching and resolving issues with accounts that have been identified by patients, reaching out to appropriate departments to resolve any requests made by patients, connecting patients with financial counseling department for charity screening, communicating patient balances, meeting collection goals as set by department, and providing excellent customer service for all Mercy Health patients.
  • Ensures adherence departmental budget. 
  • Prepares monthly reports as requested. 
  • Establishes departmental goals with the staff to optimize performance and meet budgetary goals while improving operations to increase customer satisfaction and meet financial goals of the organization.
  • Collects, interprets and communicates performance data using various tools and systems, while also using this data to make decisions on how to achieve performance goals. 
  • Works with internal and external customers to make key decisions, impacting either the organization or an individual patient.   
  • Works closely with ancillary departments to establish and maintain positive relations to ensure revenue cycle goals are achieved.
  • Performs other duties as assigned.

Qualifications - Minimum


  • Required Minimum Education: 2-year associates degree
  • Preferred Education: 4-year Bachelor’s degree
  • CRCR or Finance Certification preferred
  • CRCR Required within first 6 months
  • 3 years’ experience in the healthcare industry is required.
  • Experience in physician and hospital operations, compliance and provider relations.
  • Customer service and call center experience is required.

(Combination of Post-Secondary education and experience will be considered in lieu of degree.)



  • 40 HPW; Days 8:00am – 6:00pm EST

Equal Employment Opportunity

It is our policy to  abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a), prohibiting discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibiting discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.

About Us

This position will be a part of the revenue cycle team at Ensemble Health Partners - a wholly owned subsidiary of Mercy Health. Ensemble Health Partners specializes in providing revenue cycle solutions and creating real value for its clients by building relationships, reducing revenue cycle spend and delivering exceptional results. Ensemble partners with hospitals across the United States to make real and lasting improvements that impact the bottom line.

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