Billing Customer Service Manger

SUMMARY

The Billing Customer Service Manager is responsible for leading and managing the day to day operations of the Billing Customer Service team, ensuring a high level of service to patients, clients, and internal stakeholders. This role provides strategic and operational leadership for billing inquiries, account resolution, escalations, complaints and customer communications. The Billing Customer Service Manager also maintains a strong relationship with the Commercial team to ensure resolution of issues.

JOB RESPONSIBILITIES

ESSENTIAL FUNCTIONS:

• Maintain a strong understanding of healthcare billing, reimbursement processes, insurance claims, and payment collections.
• Ensure billing inquiries, disputes, complaints, and escalations are resolved accurately and timely.
• Identify recurring billing issues and implement process improvements.
• Establish and maintain processes for handling complex or escalated accounts.
• Monitor customer satisfaction and identify opportunities to improve customer satisfaction.
• Ensure patients and clients receive professional and consistent service.
• Serve as escalation point for complex billing inquiries and complaints.
• Support initiatives designed to improve collections and increase first-contact resolution.
• Assist with billing policies and process improvements.
• Monitor key performance indicators, including but not limited to call volume and service levels, average handle time, abandonment rate and first-contact resolution.
• Lead, coach, and develop Customer Service Representatives.
• Conduct regular team meetings, training, and performance evaluations.
• Perform all job responsibilities in alignment with the industry's best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
• Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.

NON-ESSENTIAL FUNCTIONS:

• Work with other departments within PathGroup and subsidiaries.
• Nothing in the job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
• Other duties as assigned.