Senior Billing Manager

Pinnacle Fertility•Scottsdale, AZ

About The Position

The Senior Billing Manager is a people-leadership and operational-performance role responsible for the day-to-day management of patient accounts receivable, insurance accounts receivable, patient financial services and call center operations, cash management, payment posting, lockbox processing, and refund processing within Pinnacle Fertility’s Central Business Office (CBO). The role leads frontline staff and supervisors, maintains an active presence across teams, and is accountable for operational results, employee development, compliance, and the patient financial experience. The manager translates strategy set by the Senior Director of Revenue Cycle Management into daily execution, team performance, and measurable outcomes. The position is full-time, Monday through Friday. Arizona-based candidates may work onsite at the Scottsdale, Arizona location; candidates residing outside Arizona may work remotely. The role requires at least five years of progressive healthcare revenue cycle operations experience and direct supervisory experience. A bachelor’s degree in healthcare administration, business, finance, or a related field is preferred. Fertility or reproductive healthcare experience and experience managing supervisors or team leads are also preferred. Pinnacle Fertility offers comprehensive healthcare, dental, life, and vision insurance, generous paid time off, paid holidays, and a retirement savings program. Salary offers are based on experience, skills, and qualifications; further salary and benefits details are provided during the interview process.

Requirements

At least 5 years of progressive experience in healthcare revenue cycle operations.
Demonstrated experience leading teams and direct supervisory experience.
Experience across multiple revenue cycle functions, including accounts receivable management, cash posting, and patient financial services.
Working knowledge of medical billing, insurance reimbursement, denials management, and collections practices.
Proficiency in revenue cycle systems, billing platforms, and reporting tools.
Ability to coach, develop, and hold teams accountable while building trust through consistent, visible engagement.
Ability to own operational results and act decisively when performance falls short of expectations.
Ability to use data to identify root causes, validate assumptions, and drive decisions.
Clear communication with staff, leaders, payers, and patients, adapting communication to the audience and purpose.
Ability to establish standards, follow through on implementation, and measure results.
Commitment to patient experience and dignity when designing and evaluating processes.
Ability to maintain ethical standards and ensure the team follows them.
Compliance with applicable legal and regulatory requirements and confidentiality obligations.

Nice To Haves

Bachelor’s degree in healthcare administration, business, finance, or a related field.
Experience managing supervisors or team leads.
Fertility or reproductive healthcare experience.

Responsibilities

Lead, coach, and develop frontline employees and supervisors across CBO functional areas, maintaining a visible presence and understanding of workflows, productivity, challenges, and employee performance.
Set performance expectations and provide recognition, developmental coaching, and corrective action as appropriate.
Ensure employees are trained on systems, workflows, policies, compliance requirements, and performance standards during onboarding and when processes or expectations change.
Identify and address barriers to employee performance, engagement, and operational results, escalating systemic issues as appropriate.
Foster accountability, collaboration, continuous learning, and service; develop team capabilities, high-potential employees, and succession readiness.
Manage patient and insurance accounts receivable to maximize cash flow, reduce aging, and resolve outstanding balances in a timely and compliant manner.
Establish account follow-up, work-queue prioritization, and escalation strategies; monitor aging, productivity, collections, denials, underpayments, credit balances, and avoidable write-offs.
Partner with payers, billing vendors, and internal teams to resolve complex accounts, disputes, and systemic claim issues while maintaining accurate, compliant, and respectful collection practices.
Oversee call center service quality, response times, abandonment rates, first-call resolution, staff productivity, and patient satisfaction.
Maintain call center quality monitoring, coaching, escalation, and service-recovery processes and ensure representatives have accurate resources and communication standards.
Use call-volume, staffing, and scheduling data to optimize coverage, reduce wait times, and improve patient experience.
Oversee timely and accurate payment posting across electronic remittances, lockbox, and manual payments.
Ensure daily cash balancing, reconciliation, deposit verification, posting exceptions, unapplied cash, and discrepancies are addressed accurately and promptly.
Oversee compliant patient and insurance refund processing and credit balance resolution, maintaining internal controls, segregation of duties, audit trails, and escalation procedures.
Partner with Finance to investigate and resolve reconciliation discrepancies, variances, and reporting issues.
Develop, document, implement, and routinely review standard operating procedures, ensuring clear workflow ownership, handoffs, quality controls, escalation paths, and service-level expectations.
Standardize workflows across teams and keep procedures aligned with systems, regulatory requirements, internal controls, and operational practices.
Establish KPIs and use dashboards, audits, trend analysis, and root-cause analysis to identify operational risks, performance gaps, and improvement opportunities.
Validate data accuracy and reporting logic and translate findings into priorities, action plans, ownership, and measurable outcomes.
Present operational performance, risks, barriers, and recommendations regularly to the Senior Director of Revenue Cycle Management.
Identify and implement automation and process improvements to reduce manual work, errors, duplicate effort, and turnaround times, and to optimize system configurations, work queues, reporting, and vendor processes.
Evaluate improvements for business value, accuracy, compliance, internal controls, sustainability, and patient experience.
Lead change management by ensuring employees are trained and supported and by measuring post-implementation results to confirm improvements are sustained.
Ensure billing, collection, payment, refund, and patient communication practices comply with applicable federal and state regulations, payer contracts, HIPAA requirements, and company policies.
Maintain confidentiality of patient records, financial data, and employee information and comply with applicable legal and regulatory requirements.
Perform additional projects and duties as assigned.