Cash Posting & Call Center Manager

The Cash Posting & Call Center Manager at CPa Medical Billing, a GeBBS Healthcare Solutions company, will oversee and manage the cash posting team and the call center operations on site in East Haven, CT. This role is vital to ensuring accurate and timely posting of payments to patient accounts, as well as managing inbound and outbound calls related to billing inquiries, denials, and payment follow-ups. The ideal candidate will possess strong leadership, organizational, and communication skills to lead the team effectively and ensure the smooth functioning of these critical operations within the revenue cycle.

Responsibilities and Requirements:

Cash Posting Management:

• Supervise the daily operations of the cash posting team, ensuring accurate and timely posting of payments from insurance companies, patients, and other payers.
• Oversee the reconciliation of payments to ensure all financial transactions are correctly applied and discrepancies are addressed.
• Monitor and review payment postings for accuracy and compliance with payer contracts.
• Collaborate with the billing department to ensure proper allocation of payments to outstanding balances.
• Maintain and track payment trends, identifying areas for improvement or increased efficiency.

Call Center Operations:

• Manage the call center team to ensure all patient billing inquiries, payment questions, and follow-up calls are handled professionally, promptly, and accurately.
• Develop and enforce standard operating procedures (SOPs) for handling patient and insurance calls.
• Ensure that call center agents are trained to effectively resolve billing issues, payment inquiries, and address patient concerns.
• Set goals and KPIs for the call center team, monitor performance, and provide regular feedback and coaching.

Staff Leadership & Development:

• Provide leadership, guidance, and motivation to the cash posting and call center teams.
• Conduct regular performance reviews and assist in the professional development of team members.
• Foster a team-oriented environment focused on collaboration, efficiency, and customer satisfaction.
• Ensure the team is adequately trained on updates to payer processes, billing codes, or any changes to medical billing regulations.

Reporting & Analytics:

• Above average Excel skillset required.
• Generate regular reports on cash posting accuracy, payment trends, and call center performance metrics.
• Analyze data to identify inefficiencies, opportunities for process improvement, and ways to increase collection efforts.
• Provide insights to senior management regarding team performance, billing trends, and payer issues.

Customer Service & Problem Resolution:

• Handle escalated patient inquiries and resolve complex billing issues efficiently and with empathy.
• Collaborate with other departments, such as billing, coding, and collections, to address any discrepancies or payment delays.
• Ensure compliance with HIPAA and other regulatory standards while interacting with patients or other parties.

Quality Control & Compliance:

• Ensure all cash posting and call center activities comply with federal and state regulations, as well as payer requirements.
• Regularly audit team processes and recommend improvements to ensure accurate, efficient, and compliant operations.
• Maintain a high level of customer service, ensuring patient satisfaction and minimizing disputes.