Manager of Patient Customer Service and Self Pay, Day Shift, Customer Service

Adventist HealthCare • Gaithersburg, MD

2d • Onsite

About The Position

Adventist HealthCare seeks to hire an experienced Manager of Patient Customer Service and Self Pay who will embrace our mission to extend God’s care through the ministry of physical, mental, and spiritual healing. This role leads, coaches, and motivates the customer service team to ensure high levels of service satisfaction. The manager is responsible for managing and improving daily operations while directly supporting team leads and staff, monitoring and evaluating staff activities, and providing regular performance-related feedback. The position involves strategizing and monitoring daily customer service operations to ensure efficiency and service excellence, assisting with the development and communication of service policies to staff and patients, and preparing reports and analyzing call center data to improve processes, allocate resources, and maximize efficiency. The manager will provide updates and operational changes to the team as issues arise, conduct monthly productivity reviews, and perform additional duties as needed to support departmental operations. Additionally, this role oversees the financial assistance process, including application review, eligibility determination, and staff adherence to policy and regulatory requirements.

Requirements

• High School Diploma required, some college preferred.
• Bachelor’s Degree or 3–4 years of equivalent experience in a healthcare environment.
• Ability to work independently and collaboratively in a team environment.
• Demonstrated ability to maintain a high volume of processing without compromising quality or accuracy.
• Strong customer service skills and ability to support an environment that promotes staff development, productivity, and efficiency.
• Requires judgment that could affect performance and the image of the organization.
• Must maintain a professional appearance and demeanor at all times.
• Requires incumbents to commit to at least one year in the role prior to applying for other positions outside of Revenue Cycle.

Nice To Haves

• some college preferred

Responsibilities

• Leads, coaches, and motivates the customer service team to ensure high levels of service satisfaction.
• Manages and improves daily operations while directly supporting team leads and staff.
• Monitors and evaluates staff activities, providing regular performance‑related feedback.
• Strategizes and monitors daily customer service operations to ensure efficiency and service excellence.
• Assists with the development and communication of service policies to staff and patients.
• Prepares reports and analyzes call center data to improve processes, allocate resources, and maximize efficiency.
• Provides updates and operational changes to the team as issues arise.
• Conducts monthly productivity reviews and performs additional duties as needed to support departmental operations.
• Oversees the financial assistance process, including application review, eligibility determination, and staff adherence to policy and regulatory requirements.

Benefits

• Work life balance through nonrotating shifts
• Recognition and rewards for professional expertise
• Free Employee parking
• Medical, Prescription, Dental, and Vision coverage for employees and their eligible dependents effective on your date of hire
• Employer-paid Short & Long-Term Disability, Basic Life Insurance and AD&D, (short-term disability buy-up available)
• Paid Time Off
• Employer retirement contribution and match after 1-year of eligible employment with a 3-year vesting period
• Voluntary benefits include flexible spending accounts, legal plans, and life, pet, auto, home, long term care, and critical illness & accident insurance
• Subsidized childcare at participating childcare centers
• Tuition Reimbursement
• Employee Assistance Program (EAP) support

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED