Customer Service Manager, Revenue Cycle

The Revenue Cycle Management Customer Services Manager is responsible for managing, directing, and monitoring all operational aspects associated with daily operations within Patient Financial Services for the Health System and JHU Physician Billing. The Customer Service Manager (CSM) is required to ensure that all patients have a memorable service experience that represents the stellar reputation of The Johns Hopkins Health Systems and JHU Physician Billing. This person must understand the intricacies of the revenue cycle in addition to possessing excellent inter-personal skills. As manager of the Customer Service Team, they must be able to select team members with the same level of empathy and be able to train them to quickly identify the cause of patient issues and resolve them timely in a courteous and professional manner. This will require broad knowledge of all aspects of the revenue cycle. Diplomacy and tact are also required for this position. This position is responsible for establishing relationships with all levels of employees from registrars to C-level executives at all facilities within Johns Hopkins Medicine and be familiar with each institution's computer environment and payer contracts. The CSM must also be familiar with and know how to work within a call distribution system for monitoring staff performance and reporting results.