Combined Customer Service Manager (Manager, Revenue Cycle)

Oregon Health & Science University•Portland, OR

14h

About The Position

Responsible for leading and managing the Revenue Cycle Customer Service department at OHSU and HMC. Function/Duties of Position Manages and oversees day-to-day operations of the Revenue Cycle Customer Service unit, including direct supervision of 0.5 Coordinator, 12 Patient Account Rep 2s, and 3 Patient Account Reps. Coordinates operational planning and resource allocation within assigned areas to support departmental objectives. Coordinates with system owners, IT, finance, and other stakeholders on operational needs, system enhancements, and issue resolution. Collaborates with GetixHealth to resolve operational workflow issues, billing process inefficiencies, and escalated patient account matters. Provide administrative oversight as it relates to Customer Service/Self-Pay: Provides administrative and strategic oversight for Revenue Cycle Customer Service operations, including self-pay functions, to ensure alignment with goals and standards. Monitors and reports on team and vendor performance against established targets on a routine (daily/weekly/monthly) basis; analyzes trends in unit performance, estimator accuracy, and related metrics; prepares and presents performance summaries to leadership. Holds accountability for achieving standard customer service metrics; develops and implements action plans to address variances, drive corrective actions, and demonstrate a clear path to benchmarks when targets are not met. Develops, maintains, implements, and updates unit policies, procedures, and internal controls; ensures staff awareness, adherence, and compliance with regulatory requirements, organizational standards, and workflow accuracy, timeliness, and quality. Reviews operational procedures and recommends changes to promote efficiency, reduce unnecessary delays (including in customer service responses), and enhance overall workflow effectiveness. Operations Support: Oversees operational workflows for patient liability estimator software and related processes; monitors activities, analyzes trends (including quote-to-payment variances), identifies issues, and recommends/implements changes to promote efficiency, reduce delays, and prevent recurrence. Collaborates cross-functionally to improve operational workflows, billing processes, individual patient accounts, and overall accounts receivable performance. Communicates effectively with OHSU Health staff at all levels to provide assistance, resolve issues, and deliver quality service. Customer Service Resolution: Oversees the resolution of complex customer service inquiries and complaints related to hospital billing (HB) and professional billing (PB) services. Ensures effective interfaces with customers (patients, physicians, practice staff) to build relationships that promote timely and efficient transaction resolution. Oversees and supports the team in resolving customer conflicts and complaints; provides guidance on working directly with patients, physicians, and practice staff to achieve fair, compliant, and satisfactory outcomes. Monitors trends in escalated inquiries and complaints; implements process improvements to prevent recurrence and enhance overall resolution quality and speed. Other duties as assigned.

Requirements

Bachelor’s degree in relevant field or equivalent years of education, training, and experience.
4 years of experience in medical billing office or medical operations that included hands-on billing and collection and patient contact.
2 years of supervisory/managerial experience.
CPAT and/or HFMA CRCR (within first year of employment).
In-depth knowledge of hospital and physician billing and reimbursement.
Leadership skills to develop team concepts and consensus-building management styles.
Able to supervise a number of people and multiple priorities in a highly complex environment.
Clear, effective verbal and written communication skills
Knowledge of healthcare industry financial statistical indicators.
Strong working knowledge of the clinical and coding aspects of the revenue cycle and the CDM.
Must have strong analytical, clinical and interpretive skills in areas of revenue capture, CDM analysis and overall needs of Federal, State and local healthcare initiatives.
Ability to facilitate/manage projects independently utilizing project management principles and tools.
Able to work in an autonomous environment and take initiative to do problem solving as required.

Nice To Haves

Master of Healthcare Administration preferred.
Demonstrated knowledge of hospital and physician billing and reimbursement.
At least one year of Management experience in healthcare

Responsibilities

Manages and oversees day-to-day operations of the Revenue Cycle Customer Service unit, including direct supervision of 0.5 Coordinator, 12 Patient Account Rep 2s, and 3 Patient Account Reps.
Coordinates operational planning and resource allocation within assigned areas to support departmental objectives.
Coordinates with system owners, IT, finance, and other stakeholders on operational needs, system enhancements, and issue resolution.
Collaborates with GetixHealth to resolve operational workflow issues, billing process inefficiencies, and escalated patient account matters.
Provides administrative and strategic oversight for Revenue Cycle Customer Service operations, including self-pay functions, to ensure alignment with goals and standards.
Monitors and reports on team and vendor performance against established targets on a routine (daily/weekly/monthly) basis; analyzes trends in unit performance, estimator accuracy, and related metrics; prepares and presents performance summaries to leadership.
Holds accountability for achieving standard customer service metrics; develops and implements action plans to address variances, drive corrective actions, and demonstrate a clear path to benchmarks when targets are not met.
Develops, maintains, implements, and updates unit policies, procedures, and internal controls; ensures staff awareness, adherence, and compliance with regulatory requirements, organizational standards, and workflow accuracy, timeliness, and quality.
Reviews operational procedures and recommends changes to promote efficiency, reduce unnecessary delays (including in customer service responses), and enhance overall workflow effectiveness.
Oversees operational workflows for patient liability estimator software and related processes; monitors activities, analyzes trends (including quote-to-payment variances), identifies issues, and recommends/implements changes to promote efficiency, reduce delays, and prevent recurrence.
Collaborates cross-functionally to improve operational workflows, billing processes, individual patient accounts, and overall accounts receivable performance.
Communicates effectively with OHSU Health staff at all levels to provide assistance, resolve issues, and deliver quality service.
Oversees the resolution of complex customer service inquiries and complaints related to hospital billing (HB) and professional billing (PB) services.
Ensures effective interfaces with customers (patients, physicians, practice staff) to build relationships that promote timely and efficient transaction resolution.
Oversees and supports the team in resolving customer conflicts and complaints; provides guidance on working directly with patients, physicians, and practice staff to achieve fair, compliant, and satisfactory outcomes.
Monitors trends in escalated inquiries and complaints; implements process improvements to prevent recurrence and enhance overall resolution quality and speed.
Other duties as assigned.