Accounts Receivable Manager

Job Description

Job Description

The Accounts Receivable Manager is responsible for leading the Company's accounts receivable, billing, collections, revenue support, and order processing functions. This position oversees the complete customer billing lifecycle while ensuring accurate invoicing, timely collections, customer account management, and exceptional customer service.

This role partners closely with Revenue Operations, Customer Service, Clinical Operations, and Accounting to improve processes, strengthen internal controls, and ensure the efficient management of customer accounts. The ideal candidate is a hands-on leader with strong accounting knowledge, experience managing billing operations, and a continuous improvement mindset.

Key Responsibilities

Accounts Receivable, Billing & Customer Account Management

• Manage the monthly billing process for all customer invoices, including:
  • Subscription services
  • Accessories
  • Lost devices
  • Fee-for-service charges
• Ensure billing accuracy, completeness, and timely invoice delivery.
• Oversee customer account maintenance, billing adjustments, and account reconciliations.
• Manage the issuance, review, approval, and documentation of customer credits, including credits for lost devices and billing adjustments.
• Communicate with customers regarding invoices, credits, account balances, and billing questions.
• Manage monthly credit card and ACH payment processing.
• Maintain the customer autopay program, including tracking, failed payment follow-up, and payment resolution.
• Ensure accurate assessment of applicable interest charges, late fees, and credit card processing fees in accordance with company policy.
• Support complex customer billing inquiries and account resolution.

Collections Management

• Manage customer collection activities to improve cash flow while maintaining positive customer relationships.
• Monitor aging reports and collection performance metrics.
• Ensure collection activities remain timely and consistent.
• Assist with resolving disputed invoices and payment issues.
• Coordinate collection efforts with outside collection agencies when appropriate.
• Recommend improvements to collection policies and procedures.

Order Processing & Operational Oversight

• Manage order processing operations and Return Merchandise Authorization (RMA) activities.
• Supervise staff responsible for order processing and returns.
• Maintain current process documentation, including flowcharts, work instructions, and standard operating procedures.
• Ensure timely and accurate processing of customer orders and returns.
• Continuously improve order fulfillment processes and internal controls.

Device Swap & Warranty Administration

• Oversee all device swap activities to ensure accurate inventory tracking and billing adjustments.
• Coordinate device swaps with Clinical Operations and customers to ensure timely completion.
• Provide weekly device swap status reports to the CEO.
• Monitor progress toward established device swap goals and timelines.
• Oversee warranty compliance related to Device FA.
• Prepare monthly reports identifying devices not covered under warranty and communicate findings to the Revenue Operations team.

Month-End Close & Revenue Support

• Prepare and maintain month-end schedules related to deferred revenue, deferred cost of goods sold (COGS), and other revenue-related accounts.
• Support the accuracy of customer billing and revenue-related reporting through timely reconciliation of billing records and supporting documentation.
• Assist with identifying process improvements that enhance billing accuracy and operational efficiency.

Audit & Compliance

• Prepare schedules and documentation supporting the annual financial audit.
• Ensure billing, revenue, and collection processes comply with company policies and accounting standards.
• Strengthen internal controls surrounding billing, collections, customer credits, and cash receipts.
• Recommend and implement process improvements that improve efficiency, accuracy, and scalability.

Supervisory Responsibilities

• Directly manage and develop a team of three employees:
  • Collections Specialist
  • Order Entry Specialist
  • Billing Associate
• Provide leadership, coaching, performance management, and ongoing development for team members.
• Establish individual and team performance goals, monitor productivity, and conduct regular performance evaluations.
• Ensure adequate cross-training and workload distribution to maintain continuity of operations.
• Foster a culture of accountability, collaboration, customer service, and continuous process improvement.
• Partner with the Controller to identify staffing needs, participate in hiring decisions, and support employee development and succession planning.