Senior Customer Service Manager – Private Pay

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and enhance DASCO’s Patient Pay customer service operations.

• Manage high-volume, multi-channel contact center operations that support inbound, outbound, and digital patient financial interactions.

• Supervise billing inquiries, payment collections, payment plans, insurance education, account resolution, and follow-up workflows.

• Ensure teams meet or surpass SLAs, quality standards, productivity goals, and compliance expectations.

• Monitor call volumes, queue performance, and workforce capacity using NICE CXone tools.

• Identify workflow inefficiencies and implement scalable solutions to enhance efficiency, collections, and patient satisfaction.

• Oversee EMR documentation standards and accuracy in Brightree and related systems.

• Lead, mentor, and develop managers, supervisors, team leads, and frontline agents.

• Conduct regular one-on-one coaching using performance data, call monitoring insights, and KPI dashboards.

• Build leadership bench strength through succession planning and talent development.

• Foster employee engagement, retention, and performance accountability in a remote setting.

• Support hiring, onboarding, and ongoing training initiatives.

• Establish and track KPIs including productivity, AHT, abandonment, service levels, collections, payment conversion, quality, compliance, CSAT, and sentiment.

• Utilize NICE CXone reporting tools to drive performance improvements.

• Analyze trends and root causes, presenting insights, action plans, and results to senior leadership.

• Lead continuous improvement initiatives focused on patient financial experience, collections, call drivers, repeat contacts, workflows, and documentation.

• Collaborate with IT, Revenue Cycle, and Operational Excellence teams on system enhancements and automation.

• Support acquisitions, integrations, and departmental transitions.

• Standardize processes and best practices across Private Pay teams.

• Ensure compliance with payer guidelines, HIPAA, accreditation standards, and internal policies.

• Oversee call monitoring and documentation audits.

• Collaborate with Compliance and Quality teams on audit findings and corrective actions.

• Maintain accountability for accurate patient communication and billing practices.

⛳️ Requirements

• A Bachelor’s degree in Healthcare Administration, Business, or a related field is preferred (or equivalent experience).

• A minimum of 5 years of experience in a call center management role within healthcare billing.

• At least 2 years of experience in DME (Durable Medical Equipment) billing is required.

• Minimum of 2 years of Brightree billing experience is mandatory.

• Proven track record of managing teams with 15 or more agents.

• Strong familiarity with the NICE CXone platform, including WFM, Quality Monitoring, CSAT, Sentiment, and Coaching tools.

• Knowledge of patient billing, collections strategies, and insurance processes.

• Strong analytical and problem-solving abilities with a data-driven mindset.

• Capability to translate operational data into actionable insights.

• Excellent coaching, conflict resolution, and performance management skills.

• Outstanding written and verbal communication skills.

• Proficiency with NICE CXone or other call center systems.

• Experience leading domestic and global workforces.

• Ability to sit, stand, and use a computer for extended periods.

• Capacity to work in a remote environment with standard office equipment.

🏝️ Benefits

• Fully remote work environment.

• Standard office equipment provided for remote work.

• Occasional travel may be required for leadership meetings or training.