Job Type
Full-time
Description
Senior Manager of Customer Service – Private Pay
The Senior Manager of Customer Service – Private Pay is responsible for leading and optimizing DASCO’s Patient Pay customer service operations, with a focus on billing support, collections performance, and exceptional patient experience. This role oversees a high-volume, multi-channel contact center environment supporting inbound, outbound, and digital interactions related to patient financial responsibility.
This leader drives operational excellence across Private Pay functions including billing inquiries, payment collection, insurance education, account resolution, and documentation accuracy. The Senior Manager partners closely with Revenue Cycle, Operations, Compliance, and Technology teams to ensure alignment with organizational goals, regulatory requirements, and service expectations.
The ideal candidate is a strategic and hands-on leader who can balance daily execution with long-term process improvement, while developing high-performing teams in a remote environment.
Requirements
Essential Duties and Responsibilities
Operational Leadership
- Provide leadership and oversight of the Private Pay Customer Service function, including:
- Patient billing inquiries and support
- Payment collections and payment plan management
- Insurance education and coverage explanation
- Account resolution and follow-up workflows
- Ensure teams consistently meet or exceed service level agreements (SLAs), quality standards, productivity goals, and compliance expectations.
- Monitor call volumes, queue performance, and workforce capacity using NICE CXone tools.
- Identify workflow gaps and implement scalable solutions to improve efficiency, collections, and patient satisfaction.
- Oversee EMR documentation standards and ensure accuracy within Brightree and related systems.
People Leadership
- Lead, coach, and develop managers, supervisors, team leads, and frontline agents (teams of 15+ agents per leader).
- Conduct regular 1:1 coaching sessions using performance data, call monitoring insights, and KPI dashboards.
- Build leadership bench strength through succession planning and talent development.
- Foster a culture aligned with DASCO’s FISH! values: Be Present, Choose Your Attitude, Make Their Day, and Play.
- Drive employee engagement, retention, and performance accountability in a remote work environment.
- Support hiring, onboarding, and continuous training initiatives.
Performance & Analytics
- Establish and monitor key performance indicators (KPIs), including:
- Calls per hour / productivity
- Average Handle Time (AHT)
- Abandonment rate and service levels
- Collections performance and payment conversion
- Quality scores and compliance adherence
- Customer Satisfaction (CSAT) and sentiment
- Utilize NICE CXone reporting tools (WFM, Quality Monitoring, Sentiment, Coaching dashboards) to drive performance.
- Analyze trends and root causes to identify opportunities for improvement.
- Present performance insights, action plans, and results to senior leadership.
Process Improvement & Strategy
- Lead continuous improvement initiatives focused on:
- Enhancing patient financial experience
- Increasing collections effectiveness
- Reducing call drivers and repeat contacts
- Streamlining workflows and documentation processes
- Partner with IT, Revenue Cycle, and Operational Excellence teams to implement system enhancements and automation.
- Support acquisitions, integrations, and departmental transitions as needed.
- Standardize processes and best practices across all Private Pay teams.
Compliance & Quality
- Ensure compliance with payer guidelines, HIPAA, accreditation standards, and internal policies.
- Oversee quality assurance programs including call monitoring and documentation audits.
- Partner with Compliance and Quality teams to address audit findings and implement corrective actions.
- Maintain strong accountability for accurate patient communication and billing practices.
Qualifications
- Bachelor’s degree in Healthcare Administration, Business, or related field preferred (or equivalent experience).
- Minimum of 5 years of experience in 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.
- Strong experience with NICE CXone platform (WFM, Quality Monitoring, CSAT, Sentiment, Coaching tools).
Knowledge, Skills, and Abilities
- Strong leadership presence with the ability to influence and drive results across all levels.
- Deep understanding of patient billing, collections strategies, and insurance processes.
- Excellent analytical and problem-solving skills with a data-driven mindset.
- Ability to translate operational data into actionable insights.
- Strong coaching, conflict resolution, and performance management skills.
- Exceptional written and verbal communication skills.
- Proficiency with NICE CXone or other Call Center Systems.
- Experience in Domestic and Global workforce leadership environments.
Success Measures
Success in this role may be measured by:
- Collections performance and payment conversion rates
- Customer Satisfaction (CSAT) and patient sentiment scores
- SLA achievement and call center performance metrics
- Reduction in repeat calls and billing-related complaints
- Employee engagement, retention, and development
- Quality and compliance audit results
- Implementation of process improvements and efficiencies
Physical Requirements
- Ability to sit, stand, and use a computer for extended periods.
- Remote work environment with standard office equipment.
- Occasional travel may be required for leadership meetings or training.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required for this position. Duties may change at any time with or without notice.
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