About this RoleThe
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 the Central Business Office (CBO).
This position leads frontline staff and supervisors directly, maintains an active presence with each team, and takes accountability for operational results, employee development, compliance, and the patient financial experience. The
Senior Billing Manager translates strategy set by the Senior Director of Revenue Cycle Management into daily execution, team performance, and measurable outcomes.
Key Responsibilities- Lead, coach, and develop frontline employees and supervisors across all functional areas within the CBO, maintaining a visible presence and strong understanding of day-to-day workflows, productivity, challenges, and employee performance.
- Set clear performance expectations and provide timely recognition, developmental coaching, and corrective action as appropriate.
- Ensure employees are effectively trained on systems, workflows, policies, compliance requirements, and performance standards during onboarding and as processes or expectations change.
- Identify and address barriers affecting employee performance, engagement, or operational results, escalating systemic issues as appropriate.
- Foster a culture of accountability, collaboration, continuous learning, and service while developing team capabilities, high-potential employees, and succession readiness.
- Manage patient and insurance accounts receivable (A/R) to maximize cash flow, reduce aging, and resolve outstanding balances in a timely and compliant manner.
- Establish effective account follow-up, work-queue prioritization, and escalation strategies while monitoring 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 ensuring collection practices remain accurate, compliant, and respectful of the patient experience.
- Oversee call center operations, including service quality, response times, abandonment rates, first-call resolution, staff productivity, and patient satisfaction.
- Maintain quality monitoring, coaching, escalation, and service-recovery processes, ensuring representatives have accurate resources and communication standards for handling patient financial inquiries.
- Use call-volume, staffing, and scheduling data to optimize coverage, reduce wait times, and improve the patient experience.
- Oversee timely and accurate payment posting across all sources, including electronic remittances, lockbox, and manual payments.
- Ensure daily cash balancing, reconciliation, deposit verification, posting exceptions, unapplied cash, and discrepancies are resolved accurately and timely.
- Oversee accurate and compliant patient and insurance refund processing and credit balance resolution while maintaining appropriate 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 (SOPs), ensuring workflows have clear ownership, handoffs, quality controls, escalation paths, and service-level expectations.
- Standardize workflows across teams and ensure procedures remain aligned with current systems, regulatory requirements, internal controls, and operational practices.
- Establish meaningful 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 clear priorities, action plans, ownership, and measurable outcomes.
- Regularly present operational performance, risks, barriers, and recommendations to the Senior Director of Revenue Cycle Management.
- Identify and implement opportunities to automate manual work, reduce errors and duplicate effort, improve turnaround times, and optimize system configurations, work queues, reporting, and vendor processes.
- Evaluate process and automation improvements based on measurable business value, accuracy, compliance, internal controls, sustainability, and patient experience.
- Lead change management initiatives by ensuring employees are appropriately 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 Pinnacle Fertility policies.
- Maintain confidentiality of patient records, financial data, and employee information and comply with all legal and regulatory requirements applicable to the position.
- Perform additional projects and duties as assigned.
Position Requirements- Education:
- Bachelor's degree in healthcare administration, business, finance, or a related field preferred.
- Experience:
- Minimum 5 years of progressive experience in healthcare revenue cycle operations required, with demonstrated experience leading teams.
- Direct supervisory experience required; experience managing supervisors or team leads preferred.
- Demonstrated experience across multiple revenue cycle functions, including A/R 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.
- Fertility or reproductive healthcare experience preferred.
- Skills:
- People Leadership: Coaches, develops, and holds teams accountable; builds trust through consistent, visible engagement.
- Operational Accountability: Owns results across assigned functions; acts decisively when performance falls short of expectations.
- Analytical Thinking: Uses data to identify root causes, validate assumptions, and drive decisions - not just report outcomes.
- Communication: Communicates clearly and directly with staff, leaders, payers, and patients; adjusts style to audience and purpose.
- Process Discipline: Establishes standards, follows through on implementation, and measures results.
- Patient Focus: Designs and evaluates processes with patient experience and dignity in mind.
- Integrity and Compliance: Maintains ethical standards and ensures the team does the same.
Compensation & Benefits- Annual Salary: Final offers based on experience, skills, and qualifications.
- Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.
