Patient Billing and Customer Service Manager

Full job description: Full-Time, 40 hours per week, Hybrid – In-Office and Remote. Training is ongoing and paid. Starting pay range $80,000-$100,000 based on experience. Occasional travel (5%-10%). Must reside in Colorado, Wyoming, or Montana to be considered. Responsibilities Supervise and manage a team of patient billing and customer service representatives, ensuring productive inbound and outbound calls and overseeing HR functions. Maintain excellent relationships with hospital clients and other healthcare providers; communicate regularly and support collaboration on assigned accounts. Encourage, train, and balance the best patient experience while maximizing collections performance on the accounts assigned to the organization. Manage the inventory of accounts receivable, ensuring the appropriate accounts are presented for billing and that collections efforts are maximized. Ensure representatives are fully trained on client SOPs, work expectations, and quality patient conversations while adhering to HIPAA and other regulations. Enact and manage workflow strategies to ensure accounts are worked appropriately; act as the direct contact for healthcare clients and collaborate on performance expectations, system access, and training needs. Present regular performance metrics to clients and collaborate to improve efforts; provide regular communication with company leadership on client issues, metrics, or opportunities. Oversee extended business office (EBO) daily operations for assigned client programs, including the largest client programs. Work collaboratively with Leadership, Client Experience, and IT to facilitate client needs. Manage program staffing, account/inventory workflow, productivity, contact center service metrics, and work quality for EBO programs. Coordinate training for EBO representatives on scripting, self-pay collection techniques, healthcare billing processes, client systems, and system updates. Develop, audit, and update program SOPs annually with Client Experience Management. Monitor recovery efforts and ensure work queue structures maximize recovery and inventory work efficiency. Audit system reports and work efforts to ensure quality and compliance. Deliver QA and productivity feedback to staff to meet or exceed performance expectations and drive improvement. Track daily, monthly, and yearly KPI trends for inbound/outbound call management, attendance, patient satisfaction, and collections; send daily dashboard reports to Management and Clients as requested. Cooperate with other departments to ensure timely inventory processing. Create reporting systems and checks to ensure work is completed accurately and on time. Respond promptly to all client inquiries and involve Management or other departments as needed for quick, thorough responses. Handle escalated consumer calls for representatives, resolving patient/guarantor questions or disputes, while protecting the client brand; ensure escalated calls by supervisors are also addressed timely. Meet regularly with employees to discuss performance, career goals, and training needs; enforce disciplinary measures as needed. Hybrid role: may work remotely but must be available onsite for training, coaching, meetings, or other company needs on occasion. Partake in client meetings (remote or onsite) as necessary to report and collaborate on EBO efforts and to ensure SOP standards are met. Exempt position: expected to respond to client or employee escalations after normal business hours and weekends when appropriate. Qualifications High school diploma and at least 5 years’ experience in healthcare revenue cycle operations or collections management. At least 5 years of prior management experience. Intermediate to advanced skills in MS Word, Outlook, Excel, and PowerPoint. Ability to analyze data and reports. Prior experience managing workflow and inventory. Strong verbal and written communication skills. Demonstrated experience presenting learning materials, performance metrics, and results to staff, management, executives, and clients. Bachelor’s degree in business administration, healthcare administration, or finance is preferred. Extensive experience or certification in one or more Electronic Health Record systems (Epic, Cerner, Meditech) is preferred. Must be able to sit for work 6-8 hours per day. Typing skills of 40+ words per minute. Ability to compose and write instructions, procedures, and reports. Ability to use multiple computer systems effectively and intermediate skills on MS Office. Ability to read and interpret information. Ability to communicate verbally and in writing with various individuals and clients. Ability to analyze data and report findings to Management and Clients. Other duties as assigned and determined appropriate for the position. #J-18808-Ljbffr Cerner