POSITION SUMMARY
The Financial Counseling Supervisor reports to the Financial Counseling Manager and oversees daily financial counseling operations. The role supports a team of Financial Counselors, provides guidance, and ensures work is completed accurately and on time. Responsibilities include managing schedules, approving PTO, reviewing timecards, monitoring work queues, and ensuring adequate coverage. The supervisor trains new and existing staff, handles complex cases, and recommends process improvements. With manager approval, the supervisor may participate in performance reviews and issue first-level verbal warnings.
The supervisor also collects pre-service and time-of-service payments, explains financial assistance policies, and helps patients access available resources. This position requires strong knowledge of Epic, JHH and JHU billing systems, insurance verification, and patient account processing. The role supports a patient-centered environment, maintains accuracy, and works with leadership to improve workflows and customer service.
PRIMARY RESPONSIBILITIES
The supervisor manages scheduling, PTO, and payroll approvals. They monitor work queues, help staff prioritize tasks, and ensure service excellence standards are followed. They review performance data, assist with departmental goals, and serve as a lead or support for special projects. The supervisor oversees Financial Counselors across multiple locations, maintains cohesive workflow with Patient Access and Registration teams, and ensures compliance with revenue cycle requirements. They support patient experience efforts, maintain strong customer service ratings, and follow all Federal, State, and JHM regulations. The supervisor collaborates with leadership to maintain consistency and drive process improvement.
Education
An associate degree in Accounting, Business, Health Administration, Finance, or a related field is required, or four years of leadership experience in hospital receivables. A bachelor's degree is preferred. Certification as a Certified Application Counselor must be completed within six to twelve months.
Experience
The role requires at least four years of healthcare or hospital receivable or financial counseling experience, ideally within a large academic health system. It also requires two years of supervisory or leadership experience, hands-on financial counseling experience, and experience leading teams in fast-paced environments using team-building and quality-improvement methods.
KNOWLEDGE
The supervisor must understand financial counseling processes, insurance programs, Medicare, and Medicaid eligibility. They need knowledge of Federal and State regulations in Maryland and Florida, hospital management practices, patient access operations, medical terminology, and third-party billing and collections.
The role requires strong coaching and training ability, leadership and feedback skills, conflict resolution, and time-management skills. Excellent communication, interpersonal skills, accuracy, and attention to detail are essential.
Salary Range: Minimum 27.05/hour - Maximum 47.35/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility. In cases where the range is displayed as a $0 amount, salary discussions will occur during candidate screening calls, before any subsequent compensation discussion is held between the candidate and any hiring authority.
We are committed to creating a welcoming and inclusive environment, where we embrace and celebrate our differences, where all employees feel valued, contribute to our mission of serving the community, and engage in equitable healthcare delivery and workforce practices.
Johns Hopkins Health System and its affiliates are drug-free workplace employers.
Johns Hopkins Health System and its affiliates are an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.
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