Financial Advocacy and Support Services Coordinator

About Us

Carolina NeuroSurgery & Spine Associates (CNSA), established in 1940, is one of the largest and most highly respected neurosurgical private practices in the nation. As a physician-led, multi-site organization, we are recognized for clinical excellence and innovation in brain and spine care. Through our growing MSO, PracticeCore, and strategic partnerships, we are building a scalable, forward-thinking platform to support providers and deliver exceptional patient care. Position is on-site located in Charlotte, NC. 

Role Overview: The Financial Advocacy and Support Services Coordinator provides daily operational leadership for the Financial Counseling team and owns workflow performance for patient financial services. This role coordinates staffing coverage, training, and day-to-day direction for financial counselors; oversees patient account resolution including refunds, self-pay adjustments, and attorney reduction requests; manages payment disputes, legal accounts, and bankruptcy cases; and supports month-end financial processes including bad debt reconciliation. This role provides input, coaching, and day-to-day direction in partnership with HR. This role also leads or supports key projects within the Patient Financial Services function and related MSO initiatives, from planning through execution. 

Key Responsibilities: 

• Team Coordination 
• Provide daily direction and coaching to the Financial Counseling team 
• Optimize work queue assignments and distribution across the team 
• Establish clear expectations and provide coaching to support accountability 
• Coordinate adequate staffing coverage across all financial counseling functions, partnering with HR on staffing needs 
• Reinforce adherence to organizational policies and procedures 

Recruiting & Onboarding Support:

• Support recruiting and interviewing of financial counseling staff in partnership with HR 
• Support execution of staffing plans aligned with departmental goals and volume needs 

Training & Onboarding:

• Deliver training on financial counseling workflows, systems, and policies 
• Support ongoing professional development of team members 

Operational Oversight:

• Oversee daily revenue cycle workflows and productivity within financial counseling 
• Ensure accuracy, efficiency, and consistency across team output 
• Monitor workflow performance and address bottlenecks proactively 

Revenue Cycle Performance & Access:

• Monitor collections and productivity against established targets 
• Analyze performance trends and identify improvement opportunities 
• Utilize Epic and legacy systems to manage financial counseling workflows 
• Ensure team members maintain appropriate system access 
• Provide hands-on workflow support and troubleshooting as needed 

Financial Adjustments & Patient Account Resolution:

• Process patient refunds in accordance with policy 
• Complete self-pay adjustments accurately and timely 
• Manage Attorney Reduction Requests, ensuring proper documentation and approval 
• Ensure compliance and accuracy across all financial adjustment activity 

Payment Disputes & Risk Management:

• Resolve credit card disputes and chargebacks 
• Ensure proper documentation for all disputed transactions 
• Identify trends in disputes and escalate systemic issues 
• Manage legal accounts, settlements, and bankruptcy cases 
• Coordinate with RCM leadership and legal contacts on case resolution 

Month-End Financial Processes:

• Complete bad debt processing in line with month-end timelines 
• Ensure reconciliation accuracy across financial counseling accounts 
• Support internal and external audits as needed 

Reporting & Analytics:

• Generate Zoom and other operational reports for financial counseling performance 
• Ensure reporting accuracy and consistency 
• Support RCM leadership reporting needs as requested 

Compliance & Policy Adherence:

• Ensure HIPAA and regulatory compliance across all financial counseling activity 
• Maintain confidentiality of patient financial and account information 
• Support audit readiness across the team 

Escalation & Issue Resolution:

• Resolve complex patient account and financial counseling issues 
• Support staff and RCM leadership on escalated matters 
• Coordinate cross-functional solutions as needed 

Cross-Department Collaboration:

• Partner with clinical, coding, and administrative teams on shared workflows 
• Support alignment between financial counseling and broader RCM initiatives 
• Participate in relevant operational meetings 
• Communicate updates, priorities, and policy changes to the team 
• Maintain SOPs and ensure documentation accuracy 

Change Management:

• Support system and process changes affecting financial counseling workflows 
• Help drive team adoption of new tools, policies, and procedures 
• Provide feedback to leadership on change impact and implementation 

Notary Services:

• Provide notary services for organizational or legal business needs as required 
• Ensure compliance with applicable notary regulations 

MSO Initiative Support:

• Support enterprise-wide MSO initiatives as assigned, including process standardization, SOP development, and cross-entity alignment projects 
• Plan, coordinate, and track projects related to patient financial services workflows, system changes, and MSO initiatives 
• Develop timelines, milestones, and action plans for assigned projects 
• Identify and escalate project risks or roadblocks to Head of RCM 
• Document project outcomes and ensure follow-through on action items 

This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities of this position. CNSA retains the discretion to add to or change the job responsibilities of any position at any time with or without notice.

• Minimum 5 years of healthcare patient financial services or financial counseling experience 
• Minimum 2 years in a lead or coordination capacity 
• Strong working knowledge of self-pay adjustments, refunds, payment dispute resolution, and bad debt processes 
• Experience with Epic and legacy practice management systems 
• Active or eligible for notary public commission (or willingness to obtain) 
• Demonstrated ability to provide daily direction, training, and coaching to a team 

Preferred Qualifications: 

• Experience coordinating legal account matters, settlements, or bankruptcy-related billing 
• Project management certificate 
• Experience supporting multi-entity or MSO financial services operations 
• Familiarity with HIPAA compliance auditing and documentation standards 
• Experience generating and analyzing operational reports (e.g., Zoom reporting) 

Core Competencies: 

• Patient account resolution and financial adjustment accuracy 
• Compliance and regulatory adherence (HIPAA) 
• Cross-functional collaboration 
• Reporting and analytical skills 
• Clear communication and change management support 

Tools & Systems Exposure: 

• Epic and legacy practice management systems 
• Zoom reporting tools 
• Payment processing and dispute management systems