Facility Direct Collections Supervisor

InfuSystem is a leading national health care service provider, facilitating outpatient care for durable medical equipment manufacturers and health care providers by delivering ambulatory pumps and supplies, along with related clinical, biomedical and billing services, to practices and patients nationwide. With a comprehensive suite of services, InfuSystem improves clinician access to quality medical equipment and promotes patient wellness and safety while reducing the overall cost of infusion care.

InfuSystem offers Oncology, Pain Management and Wound Care therapies, including Negative Pressure Wound Therapy. The company’s Durable Medical Equipment (DME) Services are composed of direct payer rentals, pump and consumable sales, and biomedical services and repair, including on-site and depot services. InfuSystem provides the sale, rental, lease and associated supplies, including infusion pumps, nerve blocks for acute pain, nerve block catheters, postoperative pain pumps, central venous catheters, IV pumps, pole-mounted pumps, syringe pumps, enteral pumps, Huber needles, clean room supplies, IV extension tubing, pump tubing, ambulatory pumps, replacement pumps, disposable products, central venous access devices, closed system transfer devices, negative pressure wound therapy vacs, wound vac, and chemotherapy and oncology infusion pumps. Biomedical services include both on-site and depot preventive maintenance, repair and warranty services, ranging from equipment inspections to extensive repairs, including compression device systems, defibrillators, EKG machines, electrosurgical units, external pacemakers, humidifiers, infusion pumps, LCDs, light sources, modules, patient monitors, printers, pulse oximeters, telemetry transmitters and tourniquets – all completed to factory specifications.

Headquartered in Rochester Hills, Michigan, InfuSystem delivers local, field-based customer support and operates Centers of Excellence in Michigan, Kansas, California, Massachusetts, Texas and Ontario, Canada.

SUMMARY:

Under the direction of the Senior Director of Revenue Cycle Management (RCM), the Facility Direct Supervisor leads the day-to-day billing and collections activities for the Facility Direct teams. This role is responsible for driving operational performance, optimizing revenue cycle outcomes, monitoring accounts receivable, ensuring timely billing and claim/invoice resolution. The supervisor provides leadership, coaching and professional development to Billers and Collectors while focusing on accountability, quality and continuous improvement. In addition, this position partners key customers and internal stakeholders to resolve complex account issues and support organization goals.

IN THIS ROLE, THE IDEAL CANDIDATE WILL:

• Lead daily billing and collections operations to ensure timely and accurate revenue cycle performance.
• Ensure all facility billing activities are completed accurately and within established deadlines.
• Oversee month-end billing processes and ensure timely completion of required checklists and controls.
• Supervise, develop, coach and mentor team members while promoting a culture of accountability, engagement and continuous improvement.
• Manage employee attendance, paid time off, leave requests, and related administrative responsibilities in partnership with Human Resources and leadership.
• Monitor accounts receivable aging and collection activities to drive timely account resolution and cash collection performance.
• Analyze trends, identify root causes or denials or delays in payment and implement corrective action to improve outcomes.
• Serve as primary escalation point for operational questions, customer issues and complex account resolution.
• Maintain expertise in M3 functionality, billing workflows and collection procedures while supporting team training and development.
• In conjunction with Senior Director, establish performance expectations, monitor key performance indicators (KPI’s), and communicate results to staff and leadership.
• Coordinate recurring audits, reporting, and operational reviews to ensure compliance and process effectiveness.
• Promote best-practice revenue cycle processes and identify opportunities for automation, efficiency improvements and technology adoption.
• Review and approve credits, refunds and adjustments within established control framework.
• With support from the Senior Director, complete performance evaluations and provide ongoing feedback, coaching, and development planning.
• Perform assigned account work and administrative responsibilities, including write-off’s refunds, reporting, documenting work instructions and other revenue cycle support activities.
• Training new staff and current staff as needed.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

This job has leadership and coaching responsibilities under the direction of the Sr. Director, RCM.

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:

• Associate Degree in Business, Management or a related field preferred; equivalent education and relevant work experience to be considered.
• Five to seven years of progressive experience in business-to-business billing, collection, accounts receivable or revenue cycle management.
• Previous supervisory or team leadership experience preferred with a demonstrated ability to coach, develop and motivate staff.
• Proven ability to analyze data, identify trends and drive process improvements that positively impact finance performance.
• Proficiency with Microsoft Office applications including Excel and Outlook.
• Excellent written and verbal communication skills, including the ability to effectively communicate with customers, facilities and internal stakeholders.
• Ability to manage multiple priorities, adapt to changing business needs, and meet deadlines in a fast-paced environment.
• Demonstrated ability to recommend and implement workflow, technology and process improvements.
• Experience leveraging automation, AI tools, or emerging technologies to improve operations efficiency and team productivity.

PERSONAL AND PROFESSIONAL ATTRIBUTES:

The ideal candidate must be a forward thinker and problem solver with the following professional attributes:

• Strong work ethic
• Sound judgment
• Proven written and verbal communication skills
• Natural curiosity to pursue issues and increase expertise
• Strives to make an impact on improving our business processes and results
• Ability to collaborate effectively and work as part of a team

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPREHENSIVE BENEFIT PACKAGE:

At InfuSystem, we give our employees the tools to succeed both on and off the job. Our generous benefits package provides comprehensive coverage to help you protect your health and earning power and prepare for the future. In addition, we offer perks and programs that help you grow in your career and make InfuSystem a great place to work!

• Health plan options that include an employer contribution
• Health Savings Account (HSA)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Dental and Vision premiums covered by InfuSystem
• Life Insurance, STD & LTD
• Paid Parental Leave
• Adoption and Fertility Assistance
• 401(k) with a specified Company Match
• Employee Stock Purchase Program
• Tuition Assistance
• Generous Paid Time Off plan
• Employee Assistance Program
• Competitive Pay
• Employee Referral Bonus