St. Luke's Health System

At St. Luke’s, we pride ourselves on fostering a workplace culture that values diversity, promotes collaboration, and prioritizes employee well-being. Our commitment to excellence in patient care extends to creating an environment where our team can thrive both personally and professionally. With opportunities for growth, competitive benefits, and a supportive community of colleagues, St. Luke’s is truly a great place to work.

What You Can Expect:

The Supervisor of Customer Service & Collections oversees daily operations of the call center and self-pay collections team. This role ensures prompt, empathetic responses to patient inquiries, supports staff development, and drives performance in alignment with departmental goals. The supervisor acts as a frontline leader, resolving escalations, coaching staff, and maintaining compliance with healthcare billing standards.

• Monitor call center workflows to ensure timely handling of patient billing and payment inquiries 
• Assign tasks, manage schedules, and adjust staffing to meet service demands 
• Act as first-level escalation for patient complaints or billing disputes. Provide real-time support to agents managing complex patient accounts
• Communicate with patients respectfully to resolve concerns regarding balances or billing accuracy. Escalate unresolved or sensitive issues to the department manager
• Supervise follow-up efforts on patient balances post-insurance processing 
• Coach staff on effective communication strategies to improve collection outcomes. Deliver ongoing coaching, training, and performance feedback. Conduct regular check-ins and assist with annual evaluations
• Foster a collaborative, accountable, and patient-focused team culture 
• Perform quality assurance reviews of calls, workflows, and documentation. Track team productivity and call center metrics
• Ensure adherence to financial assistance, payment plan, and bad debt referral policies. Ensure compliance with HIPAA and internal policies 
• Support onboarding and training of new hires. Communicate policy updates and process improvements clearly to staff
• Provide regular performance updates to management 
• Other duties as assigned 

Qualifications:

• Education: Associates degree or experience in lieu of degree
• Experience: 3 years relevant experience
• Call center experience preferred

At St. Luke’s, caring for people in the communities we serve is our mission – and this includes our own SLHS team. We offer a robust benefits package to support our teams both professionally and personally. In addition to a competitive salary and retirement plans, we ensure our team feels supported in their benefits beyond the typical medical, dental, and vision offerings. We care about you and have fantastic financial and physical wellness options, such as: on-site massages, on-site counseling via our Employee Assistance Program, access to the Personify Health Wellness tool, as well as other formal training and career development offerings to ensure you are meeting your career goals.

St. Luke’s is an equal opportunity employer and does not discriminate against any person on the basis of race, religion, color, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other status or condition protected by law.

*Please note: this posting is not reflective of all job duties and responsibilities and is intended to provide an overview to job seekers.