Manager - Payment and Customer Svc. -… at The Iowa Clinic · West Des…

The Manager, Payments provides leadership and day-to-day oversight of the patient financial experience including customer service, payment posting and payment plans. You will drive performance against key revenue-cycle metrics, implement process improvements, and foster a high-performing, inclusive team culture. This role partners closely with clinic operations and other key stakeholders to ensure timely, accurate revenue capture and exceptional service delivery.

Job Duties and Responsibilities

• Recruit, mentor, coach, and develop a high-performing team of customer service representatives and payment posting specialists
• Define, track, and report on key performance indicators through dashboards and monitor daily and weekly workloads, monitor key volumes (e.g., calls, postings, payment plans) to adjust staffing or workflows to meet revenue-cycle targets.
• Develop, document, and maintain standard operating procedures (SOPs) for all Central Billing Office processes.
• Lead process-improvement initiatives to optimize efficiency, reduce errors, and accelerate cash flow.
• Manage the customer service phone line to ensure calls are answered timely, escalations are handled promptly, and first-call resolution is maximized.
• Monitor call-center metrics (abandonment rate, average handle time, first-call resolution).
• Supervise payment posting workflows to guarantee accuracy and timeliness of cash application.
• Lead or participate in organization-wide projects ensuring CBO requirements and impact are fully addressed.
• Design and deliver ongoing training programs on best practices for new hires and existing staff.
• Oversee quality-assurance reviews to ensure compliance with regulatory requirements, internal policies, and audit standards.
• Performs other tasks as assigned.

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Knowledge, Skills and Abilities Required:

• Ability to effectively communicate with people from diverse professional, educational and lifestyle backgrounds both orally and in writing.
• Ability to give, read and understand/follow written and verbal directions.
• Ability to operate a computer, including proven general software skills and effective utilization of the Microsoft office suite.
• Must demonstrate ability to utilize effective decision-making and problem-solving techniques.
• Ability to relate favorably with people and gain their confidence.
• Ability to work independently and interdependently with physicians, management, staff and external constituencies.
• Requires organizational and self-motivational skills in prioritizing and managing multiple tasks with limited supervision.

Minimum Job Qualifications

Education: Bachelor’s degree in business related field or equivalent work experience.

Licensure/

Certification: None.

Work Experience: Minimum of 5 years’ experience in a billing office operation with at least 2 years in a leadership role. Customer service knowledge. Demonstrated ability to apply process management skills within the work site. Experience in handling customers. Experience in strategic planning and finance and the ability to understand how this impacts CBO.

Physical Requirements and Work Environment

Employees are subject to the risks inherent to working in a medical environment. This position functions in an office environment and requires

• Extended periods of sitting with concentrated viewing of a computer monitor.
• Manual dexterity necessary for inputting computer data and operation of business machines, i.e., copy and fax machines, calculators, etc.
• Verbal and auditory ability necessary for communicating both in person and via the telephone and participating in oral conversations.
• Visual acuity necessary for viewing computer screens, reading computer-generated reports and written instructions.
• Mental ability necessary for assimilating information and utilizing effective decision-making and problem-solving techniques.
• Emotional demands require working and remaining calm and professional in a potentially stressful, fast-paced environment. The environment may cause high stress levels due to constant interruptions, high volume, urgency of issues and interactions with a wide variety of personalities.
• Position may require early morning and late evening hours for meeting attendance.