Combined Customer Service Manager (Manager, Revenue Cycle)

Department Overview

Responsible for leading and managing the Revenue Cycle Customer Service department at OHSU and HMC.

Function/Duties of Position

• Manages and oversees day-to-day operations of the Revenue Cycle Customer Service unit, including direct supervision of 0.5 Coordinator, 12 Patient Account Rep 2s, and 3 Patient Account Reps.
  • Coordinates operational planning and resource allocation within assigned areas to support departmental objectives.
  • Coordinates with system owners, IT, finance, and other stakeholders on operational needs, system enhancements, and issue resolution.
• Collaborates with GetixHealth to resolve operational workflow issues, billing process inefficiencies, and escalated patient account matters.
• Provide administrative oversight as it relates to Customer Service/Self-Pay:
  • Provides administrative and strategic oversight for Revenue Cycle Customer Service operations, including self-pay functions, to ensure alignment with goals and standards.
  • Monitors and reports on team and vendor performance against established targets on a routine (daily/weekly/monthly) basis; analyzes trends in unit performance, estimator accuracy, and related metrics; prepares and presents performance summaries to leadership.
  • Holds accountability for achieving standard customer service metrics; develops and implements action plans to address variances, drive corrective actions, and demonstrate a clear path to benchmarks when targets are not met.
  • Develops, maintains, implements, and updates unit policies, procedures, and internal controls; ensures staff awareness, adherence, and compliance with regulatory requirements, organizational standards, and workflow accuracy, timeliness, and quality.
  • Reviews operational procedures and recommends changes to promote efficiency, reduce unnecessary delays (including in customer service responses), and enhance overall workflow effectiveness.
• Operations Support:
  • Oversees operational workflows for patient liability estimator software and related processes; monitors activities, analyzes trends (including quote-to-payment variances), identifies issues, and recommends/implements changes to promote efficiency, reduce delays, and prevent recurrence.
  • Collaborates cross-functionally to improve operational workflows, billing processes, individual patient accounts, and overall accounts receivable performance. 
  • Communicates effectively with OHSU Health staff at all levels to provide assistance, resolve issues, and deliver quality service.
• Customer Service Resolution:
  • Oversees the resolution of complex customer service inquiries and complaints related to hospital billing (HB) and professional billing (PB) services. 
  • Ensures effective interfaces with customers (patients, physicians, practice staff) to build relationships that promote timely and efficient transaction resolution. 
  • Oversees and supports the team in resolving customer conflicts and complaints; provides guidance on working directly with patients, physicians, and practice staff to achieve fair, compliant, and satisfactory outcomes. 
  • Monitors trends in escalated inquiries and complaints; implements process improvements to prevent recurrence and enhance overall resolution quality and speed.
• Other duties as assigned.

Required Qualifications

• Bachelor’s degree in relevant field or equivalent years of education, training, and experience.
• 4 years of experience in medical billing office or medical operations that included hands-on billing and collection and patient contact. 
• 2 years of supervisory/managerial experience.
• CPAT and/or HFMA CRCR (within first year of employment).

Knowledge, Skills, and Abilities

• In-depth knowledge of hospital and physician billing and reimbursement.
• Leadership skills to develop team concepts and consensus-building management styles.
• Able to supervise a number of people and multiple priorities in a highly complex environment.
• Clear, effective verbal and written communication skills
• Knowledge of healthcare industry financial statistical indicators.
• Strong working knowledge of the clinical and coding aspects of the revenue cycle and the CDM.
• Must have strong analytical, clinical and interpretive skills in areas of revenue capture, CDM analysis and overall needs of Federal, State and local healthcare initiatives.
• Ability to facilitate/manage projects independently utilizing project management principles and tools.
• Able to work in an autonomous environment and take initiative to do problem solving as required.

Preferred Qualifications

• Master of Healthcare Admi