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Summary: The Billing Manager is responsible for leading and overseeing the Revenue Cycle Management Department, ensuring operational excellence, accurate and timely billing, strong team performance, and high client satisfaction. This role combines people leadership, process improvement, reporting, and cross-functional collaboration - particularly with Client Success Manager and Human Resources - to drive results, accountability, and continuous improvement.

Supervisory Responsibilities:

 Account Management and oversight including recommendations for process improvement

Performance reviews for team members

Corrective action plans for team members

Goal assignment, oversight, and guidance for team members

Essential Duties:

1. Leadership and Team Management

1. 1. Manage and support the assigned billing team, fostering a culture of accountability, collaboration, and continuous improvement
   2. Review and approve PTO requests, coordinate schedules, time-off adjustments, and coverage for absent team members
   3. Conduct regular 1:1 meetings with team members to review performance, workload, and development goals
   4. Review monthly Quality Checks for each team member and work with Quality Assurance Coordinator to determine to coordinate training/action plans.
   5. Complete annual and periodic performance reviews for all members of the Revenue Cycle Management team.
   6. Monitor productivity for team members including reviewing software productivity reports, TimeDoctor time assessments and GoTo call reports.
   7. Coordinate onboarding, training, and ongoing development for team members, including goal setting, benchmarking, assessments, and progress tracking
   8. Conduct corrective action meetings, including verbal and written warnings, in partnership with Human Resources
   9. Develop and execute Performance Improvement Plans (PIPs) with Human Resources support
   10. Provide ongoing support to team members on industry questions, client interactions, and employee-related concerns
2. Department Oversight and Operations
   1. Oversee daily operations of the Revenue Cycle Management department to ensure accuracy, efficiency, and compliance with internal standards
   2. Create, maintain, and update Standard Operating Procedures (SOPs) to support consistency and scalability
   3. Review client AR to assess overall financial health and identify challenges or claim issues
   4. Monitor payment revenue cycle management activity to ensure claims are worked accurately and efficiently
   5. Identify inefficiencies, errors, or trends and recommend corrective actions to the Chief Operating Officer
   6. Organize weekly/monthly meetings with team to review the AR and resolve any issues and provide updates/education, as needed
   7. Set up, schedule and facilitate team huddles and team meetings to review accounts, goals, and process improvements
   8. Prepare department updates and performance summaries for staff meetings
3. Performance Management and Reporting
   1. Monitor and analyze KPIs for individuals, teams, and the department; identify trends, risks, and opportunities for improvement, creating and executing solutions to address inadequacies.
   2. Work closely with the Client Success Manager (CSM) to address subpar KPIs and develop corrective action plans for assigned accounts.
   3. Meet weekly with the CSM to review and discuss account performance and client needs.
   4. Prepare and deliver monthly reports for Client Success Manager and leadership, ensuring accuracy and actionable insights, including but not limited to
      1. Accounts Receivable (AR) Aging Report Overview, segregating insurance from patient AR
      2. Claims not sent to Bill
      3. Adjustments
      4. Denials
      5. Days Sales Outstanding
      6. Average Days to First Payment
      7. Collections Rate
      8. RAP reporting & monitoring
      9. Collections Activity Reports
   5. Update reporting templates annually or as needed to align with business goals and reporting standards.
   6. Prepare department updates and performance summaries for staff meetings.
4. Client and Account Support
5. 1. Maintain appropriate team portal access and ensure systems, tools, and Client Information Sheets are kept current
   2. Review, maintain and update client information sheets to ensure accuracy and accessibility
   3. Review, investigate and approve client credit requests in accordance with Company policies
   4. Support client relations as needed, collaborating with Client Success Manager, Chief Operating Officer and Account Success Manager to resolve billing or service issues.
6. Accounts Receivable and Billing Oversight
7. Maintains knowledge of industry trends to ensure the organization is up to date on any changes affecting the industry
8. Assist in addressing staffing needs including review of resumes, conducting interviews, candidate selection and placement
9. Answer routine incoming calls
10. Understand and comply with all policies and procedures in the Company Handbook