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 engagementPatient financial communicationsBasic collections workflowsRevenue 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 reportsAccounts 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 policiesPatient payment plan workflowsRelated documentation and compliance requirements Ability to professionally manage patient and stakeholder escalations while maintaining a high level of customer service. Demonstrated commitment to:Regulatory compliancePatient privacy requirementsOperational integrityContinuous process improvement.