Senior Customer Service Manager – Private Pay

• Lead and optimize DASCO's Patient Pay customer service operations
• Oversee high-volume, multi-channel contact center operations supporting inbound, outbound, and digital patient financial interactions
• Oversee billing inquiries, payment collections, payment plans, insurance education, account resolution, and follow-up workflows
• Ensure teams meet or exceed SLAs, quality standards, productivity goals, and compliance expectations
• Monitor call volumes, queue performance, and workforce capacity using NICE CXone tools
• Identify workflow gaps and implement scalable solutions to improve efficiency, collections, and patient satisfaction
• Oversee EMR documentation standards and accuracy in Brightree and related systems
• Lead, coach, and develop managers, supervisors, team leads, and frontline agents
• Conduct regular 1:1 coaching using performance data, call monitoring insights, and KPI dashboards
• Build leadership bench strength through succession planning and talent development
• Drive employee engagement, retention, and performance accountability in a remote environment
• Support hiring, onboarding, and continuous training initiatives
• Establish and monitor KPIs including productivity, AHT, abandonment, service levels, collections, payment conversion, quality, compliance, CSAT, and sentiment
• Use NICE CXone reporting tools to drive performance
• Analyze trends and root causes and present insights, action plans, and results to senior leadership
• Lead continuous improvement initiatives for patient financial experience, collections, call drivers, repeat contacts, workflows, and documentation
• Partner 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
• Partner with Compliance and Quality teams on audit findings and corrective actions
• Maintain accountability for accurate patient communication and billing practices

Requirements

• Bachelor's degree in Healthcare Administration, Business, or related field preferred (or equivalent experience)
• Minimum of 5 years of experience in call center Management role in healthcare billing
• Minimum of 2 years of DME (Durable Medical Equipment) billing experience required
• Minimum of 2 years of Brightree billing experience required
• Proven experience managing teams of 15+ agents
• Strong experience with 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 skills with a data-driven mindset
• Ability to translate operational data into actionable insights
• Strong coaching, conflict resolution, and performance management skills
• Exceptional written and verbal communication skills
• Proficiency with NICE CXone or other Call Center Systems
• Experience in domestic and global workforce leadership environments
• Ability to sit, stand, and use a computer for extended periods
• Ability to work in a remote environment with standard office equipment

Core Competencies

Demonstrates expertise in managing high-volume call center operations within the healthcare billing sector, focusing on patient financial interactions, compliance, and performance optimization. Proven ability to lead teams, implement scalable solutions, and drive continuous improvement initiatives to enhance patient satisfaction and operational efficiency.

Highest-signal resume keywords

• Call Center Management
• Healthcare Billing Experience
• NICE CXone Proficiency
• Team Leadership
• Data-Driven Decision Making

Hard Skills

• Patient Billing
• Collections Strategies
• Insurance Processes
• Performance Management
• KPI Monitoring
• Workflow Optimization
• EMR Documentation
• Data Analysis
• Coaching Techniques
• Quality Standards Compliance

Soft Skills

• Conflict Resolution
• Coaching
• Communication
• Employee Engagement
• Problem-Solving

Industry Keywords

• DME Billing
• HIPAA Compliance
• Patient Financial Experience
• Remote Workforce Management
• Audit Findings

Tools & Technologies

• NICE CXone
• Brightree
• Call Center Systems
• KPI Dashboards
• Workforce Management Tools