Manager, Customer Service

Overview

Lead day-to-day PFS customer service operations to deliver consistent, high-quality patient financial experience. Manage front-line teams responsible for customer service, billing communications, payment solutions, account resolution, digital self-service, and outbound self-pay activity. Drive operational performance, staff development, process improvements, and partnership with clinical and revenue-cycle stakeholders to reduce repeat contacts, improve resolution, and minimize self-pay aging and bad debt.
Qualifications

Education: Associate degree in Healthcare Administration, Healthcare Management, or a related field highly preferred.

Experience: Minimum of 3 to 4 years of progressive revenue cycle experience , including at least 1 to 2 years in billing operations (HB and/or PB) within a hospital or multi-site health system with a two-year degree.
• Minimum of 3 years of supervisory experience in hospital and/or professional billing operations.
• A formal degree may be substituted with 6+ years of direct, hands-on revenue cycle and supervisory experience .
• Demonstrated experience with Epic and revenue cycle technologies.
• Proven success leading teams through organizational change and process improvement initiatives.
• Patient billing experience required.
• License/Certification/Registration: Not required.
• Solid knowledge of healthcare revenue cycle operations, with emphasis on:

• Self-pay engagement
• Patient financial communications
• Basic collections workflows
• Revenue cycle best practices

• Strong team leadership, coaching, and performance management skills.
• Experience using data-driven decision making and performance metrics, including:

• Service Level Agreements (SLAs)
• First Call Resolution (FCR)
• Aging reports
• Accounts Receivable (A/R) recovery metrics

• Excellent verbal and written communication skills.
• Strong stakeholder management and cross-functional collaboration abilities.
• Working knowledge of:

• Financial assistance and charity care policies
• Patient payment plan workflows
• Related documentation and compliance requirements

• Ability to professionally manage patient and stakeholder escalations while maintaining a high level of customer service.
• Demonstrated commitment to:

• Regulatory compliance
• Patient privacy requirements
• Operational integrity
• Continuous process improvement.