Mgr, Rev Cycle Customer Svc

This Mgr, Rev Cycle Customer Svc position is with Phoenix Children's (Remote). Posting Note: Lead with Purpose! Manager, Revenue Cycle Customer Service | Remote – Arizona Make a Difference for Children and Families at Phoenix Children’s! Are you a healthcare revenue cycle leader passionate about exceptional customer service, operational excellence, and creating positive financial experiences for patients and families? Phoenix Children’s is seeking an experienced Manager of Revenue Cycle Customer Service to lead our customer service and self-pay collections operations while supporting our mission of hope, healing, and quality healthcare for children and their families. Remote Opportunity – Must work Arizona Local Time In this impactful leadership role, you’ll oversee inbound and outbound call center operations, patient and family billing inquiries, escalations, complaint resolution, self-pay collections, billing statements, and vendor performance. You’ll lead and develop a high-performing team focused on delivering accurate information, compassionate communication, and effective account resolution while supporting the financial health of our organization. What You’ll Do: Lead, coach, and develop customer service and self-pay collections teams, fostering accountability, collaboration, and a family-centered approach. Oversee daily call center operations, workforce management, quality assurance, service levels, and performance metrics. Ensure timely, accurate resolution of patient and guarantor inquiries, billing concerns, escalations, and complaints. Promote clear communication regarding patient financial responsibility, payment options, and financial assistance programs. Drive improvements in first-contact resolution, service quality, collections performance, data integrity, and operational efficiency. Oversee vendor partnerships and ensure compliance with applicable billing, collections, and regulatory requirements. Partner with revenue cycle leadership to implement process improvements, manage operational change, reduce avoidable write-offs, and minimize financial risk. What We’re Looking For: Bachelor’s degree in Healthcare Administration, Business, or a related field. Seven (7) years of healthcare revenue cycle or patient financial services experience, including five (5) years in a supervisory or management role. Three (3) years of direct healthcare call center or contact center management experience, including workforce management and quality assurance. Strong knowledge of hospital billing, insurance and payer processes, patient financial responsibility, self-pay collections, and regulatory requirements. Proven ability to lead teams, manage performance metrics, improve processes, and navigate organizational change. Proficiency with revenue cycle systems, call center technologies, and reporting tools. Excellent communication, problem-solving, escalation management, and decision-making skills, with a commitment to confidentiality, integrity, and compassionate service. Apply today and be part of something meaningful! The Manager of Revenue Cycle Customer Service plans, organizes, leads, and directs customer service and self-pay collections functions across inbound and outbound call center operations, patient and family billing inquiries, escalations, complaint resolution, statements, self-pay collections, and vendor partner performance. The Manager is accountable for service quality, first-contact resolution, data integrity, and a consistent, family-centered financial experience across internal and external service channels. Ensures timely, accurate handling of patient and guarantor inquiries; clear communication of financial responsibility, payment options, and financial assistance; and policy-compliant resolution of account balances that supports hospital financial expectations. Oversees efficient enterprise-wide operations supported by an adequately trained, insourced team capable of serving patients and families across all service channels. Requires strong knowledge of hospital billing, payer and insurance processes, self-pay and third-party collections regulations, and patient account review. Effective oversight improves net collections, reduces bad debt and avoidable write-offs, minimizes financial risk to Phoenix Children’s, and strengthens the family financial experience. Interacts primarily with patients, families, and vendor partners to secure payment on scheduled and unscheduled accounts and resolve escalated concerns. Serves as a resource to revenue cycle leadership, supervisors, and staff on customer service, self-pay, and family financial-experience matters.