Patient Billing Call Center Manager

Job Description

Job Description

POSITION OVERVIEW

We are seeking an experienced Patient Billing Call Center Manager with a proven track record of directly supervising call center agents in a medical billing environment that handles billing inquires and questions. from patients. This is a hands-on leadership role responsible for daily call center operations, agent performance management, staffing, quality assurance, and reporting. The ideal candidate has managed a team of inbound patient billing representatives and understands how to drive results through data, coaching, and accountability.

MINIMUM REQUIREMENTS

Candidates must meet all of the following qualifications to be considered:

• Minimum 2–3 years of direct supervisory or management experience over a call center team (agent-level experience alone does not meet this requirement)
• Demonstrated experience managing call center performance metrics, including handle time, service levels, call abandonment rates, and agent scorecards
• Medical billing, patient questions, EMS billing, or healthcare revenue cycle experience strongly preferred
• Familiarity with call center platforms and telephony systems (IVR, ACD, CRM, or equivalent)
• Strong written and verbal communication skills with the ability to deliver clear performance feedback
• Proficiency in Microsoft Office (Word, Excel, Outlook); experience with reporting and data analysis
• High school diploma required; associate's or bachelor's degree in business, healthcare administration, or a related field preferred

RESPONSIBILITIES

• Oversee the daily operations of the patient billing call center, including staffing, scheduling, and workflow management
• Supervise, coach, and develop call center agents; conduct regular performance reviews and one-on-one check-ins
• Monitor and analyze call center KPIs — including call volume, handle time, first-call resolution, and abandonment rates — and take corrective action as needed
• Implement and enforce a midday staffing blackout policy to ensure coverage during peak call volume hours (10:00 AM – 3:30 PM)
• Investigate and resolve operational disruptions, including technology outages and staffing gaps, to minimize service impact
• Identify training needs and develop programs to improve agent performance, billing accuracy, and patient satisfaction
• Prepare and present call center performance reports to senior leadership on a regular basis
• Maintain compliance with HIPAA, payer guidelines, and internal billing policies
• Collaborate with billing, coding, and collections teams to resolve patient account escalations
• Contribute to workforce planning, including hiring, onboarding, and scheduling decisions

PREFERRED QUALIFICATIONS

• Experience in EMS, ambulance transport billing, or municipal government billing environments
• Knowledge of Medicare, Medicaid, and commercial insurance billing workflows
• Familiarity with ZOHO, ESO Solutions. Omni Call or other workforce management methods for staffing call centers
• Experience implementing or improving abandoned-call tracking and service level agreements (SLAs)
• Prior experience with workforce management software or call recording and quality monitoring platforms

COMPENSATION & BENEFITS

Medicount Management offers a competitive total compensation package, including:

• Annual salary of $52,000 – $55,000, commensurate with experience
• Comprehensive health, dental, vision, and life insurance
• 401(k) retirement plan with employer matching
• Paid time off (PTO)

Medicount Management, Inc. is a regional EMS Billing Company based in Cincinnati, Ohio. We are excited to present our Ambulance Billing Services proposal to you. With over 29 years of experience in ambulance billing, we have established a strong client base of 400+ municipalities. In 2023 alone, we processed over 400,000 transport claims, solidifying our position as the leading EMS Billing provider in the region. Our exclusive focus is only on EMS ambulance billing, and our dedicated employees have an average tenure of over ten years with our company.

Company Description

Medicount Management, Inc. is a regional EMS Billing Company based in Cincinnati, Ohio. We are excited to present our Ambulance Billing Services proposal to you. With over 29 years of experience in ambulance billing, we have established a strong client base of 400+ municipalities. In 2023 alone, we processed over 400,000 transport claims, solidifying our position as the leading EMS Billing provider in the region. Our exclusive focus is only on EMS ambulance billing, and our dedicated employees have an average tenure of over ten years with our company.