Senior Customer Service Manager
Job Summary
Leading and optimizing customer service operations for patient billing, the full-time Senior Customer Service Manager will oversee a remote team focused on enhancing collections performance and ensuring exceptional patient experiences in a high-volume contact center environment.
Key responsibilities
- Provide leadership and oversight of the Private Pay Customer Service function, ensuring teams meet service level agreements and quality standards
- Lead, coach, and develop managers and frontline agents, fostering a culture of engagement and performance accountability
- Establish and monitor key performance indicators, utilizing analytics to drive continuous improvement initiatives and operational efficiencies
Required qualifications
- Bachelor's degree in Healthcare Administration, Business, or related field preferred (or equivalent experience)
- Minimum of 5 years of experience in a call center management role in healthcare billing
- Minimum of 2 years of DME (Durable Medical Equipment) billing experience required
- Minimum of 2 years of Brightree billing experience required
- Proven experience managing teams of 15+ agents
Complete Job Description
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