Full-Time Revenue Cycle CSM

Job Title: Revenue Cycle Management Customer Services Manager

Location: Remote (U.S. Based)

Job Type: Full-Time, Monday–Friday (40 hours/week)

Department: Patient Financial Services – Physician Billing

Reports To: Director of Revenue Cycle

Position Summary: The Revenue Cycle Management Customer Services Manager (CSM) is responsible for overseeing all operational aspects of the Customer Service Team within Patient Financial Services for Physician Billing. This remote role plays a pivotal part in ensuring a high-quality patient experience and efficient resolution of billing-related inquiries. The CSM must demonstrate a strong understanding of the full revenue cycle and bring a service-first mindset.

Key Responsibilities:

• Manage day-to-day operations of the Customer Service Team for physician billing within Patient Financial Services.
• Hire, train, mentor, and retain a team of representatives with a high degree of empathy and professionalism.
• Monitor call center performance using call distribution systems and reporting tools to track and improve team metrics.
• Ensure timely and effective resolution of patient billing inquiries while upholding quality service standards.
• Collaborate with cross-functional teams to resolve systemic issues and improve processes.
• Develop and implement training and quality assurance programs.
• Analyze service trends and develop strategies to optimize customer satisfaction and operational efficiency.
• Maintain a deep understanding of payer contracts, billing regulations, and reimbursement practices.
• Leverage Epic and other patient accounting systems to support issue resolution and improve transparency.
• Establish and maintain strong working relationships with internal and external stakeholders.
• Produce and present performance reports, identify areas of improvement, and drive strategic initiatives.

Required Qualifications:

• Bachelor’s degree in a relevant field OR 15 years of direct management experience.
• Minimum of 7 years of progressive experience.
• At least 4 years of direct supervisory or management experience.
• Strong background in customer service.
• In-depth knowledge of the complete revenue cycle process.
• Proficiency with Epic and call center systems.
• Understanding of payer contracts and insurance reimbursement practices.
• Demonstrated success in coaching teams and fostering a positive workplace culture.
• Exceptional interpersonal, communication, and conflict resolution skills.
• Proven ability to influence and collaborate.

Preferred Skills:

• Experience with academic medical centers or complex health systems.
• Six Sigma, Lean, or other process improvement training.
• Bilingual skills (Spanish/English).

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