Manager, Customer Service at Urgent Team

Urgent Team is looking for a Customer Service Managert to join our corporate office in Nashville, TN (Green Hills). This is a hybrid role, requiring at least two days per week in the office after completing training onsite. JOB SUMMARY: The Customer Service Manager will lead and manage the customer service team within the revenue cycle department in a healthcare setting. The CSM will ensure a positive experience for patients while optimizing billing and collection processes. This role is key to maintaining patient satisfaction and resolving billing inquiries efficiently and professionally. KEY RESPONSIBILITIES: The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all inclusive. Other duties may be assigned. • Customer Service Leadership -Manage and lead the customer service team responsible for handling patient inquiries, insurance questions, and billing disputes related to urgent care services. -Train, develop, and mentor customer service representatives to enhance their skills in communication, problem-solving, and revenue cycle processes. -Ensure the team is providing accurate, clear, and empathetic responses to patient and insurance inquiries. -Monitor team performance, including response times, issue resolution, and patient satisfaction, and implement improvements as needed. • Billing & Claims Assistance -Provide guidance to the customer service team on issues related to billing, claims status, insurance verification, and patient payment plans. -Act as the escalation point for complex billing issues, insurance disputes, and patient concerns, ensuring swift and professional resolution. -Work closely with billing and coding departments to ensure the accuracy of patient accounts and resolve discrepancies. • Patient Satisfaction & Communication -Develop and implement strategies to enhance the patient experience by ensuring that all patient billing inquiries are resolved quickly and with care. -Handle escalated complaints or billing concerns, collaborating with patients, insurance companies, and internal teams to reach timely and satisfactory resolutions. -Ensure the customer service team communicates clearly with patients about their bills, insurance coverage, and payment options. • Revenue Cycle Collaboration -Collaborate with the revenue cycle team, including billing, coding, and collections, to improve processes and workflows that impact customer service. -Assist in the implementation of patient-friendly billing practices and communication strategies to reduce confusion and prevent billing errors. -Work with management to identify opportunities for improving financial outcomes, including payment collections and patient compliance. • Reporting & Analysis -Track and report customer service metrics (e.g., call volume, issue resolution time, patient satisfaction scores) and present findings to senior management. -Assist in the creation of patient education materials related to billing and insurance, improving patient understanding and reducing future inquiries. -Review customer service trends and work with the team to address recurring issues that may impact revenue cycle performance. • Compliance & Training -Ensure that all customer service team members are compliant with HIPAA regulations and other relevant healthcare standards. -Provide ongoing training to the customer service team on updates to insurance policies, billing codes, and revenue cycle procedures. -Maintain knowledge of payer requirements and billing regulations to ensure accurate communication with patients and insurance companies. • Practice and adhere to the Code of Conduct, Mission and Valued Behaviors. WHAT'S REQUIRED? • High school diploma or equivalent required. Associate’s degree or higher in healthcare administration, business, or related field preferred. • 5 years of experience in customer service management, preferably within a healthcare or urgent care setting. • At least 2-3 years of experience in a revenue cycle management role, with direct knowledge of billing, coding, and insurance processes. • Certified Revenue Cycle Representative (CRCR) or similar certification preferred. • CPC (Certified Professional Coder) or CCS (Certified Coding Specialist) certification preferred. BENEFITS INCLUDE: • Competitive Salary* • Medical, Dental, and Vision Options • Retirement savings plans • Paid Time Off • and MORE! INTERVIEW PROCESS: • Initial Phone Screen • Video Interview with Hiring Manager • Peer Interview ABOUT URGENT TEAM: The Urgent Team Family of Urgent Care & Walk-in Centers, an “on-demand” healthcare company, was created to provide quality, affordable and, convenient walk-in medical and telemedicine service in suburban neighborhoods, rural towns, and mid-size cities across the Southeast. All of our 80 centers are have achieved the Urgent Care Association Accreditation, the highest level of distinction for an urgent care center. UCA Accreditation demonstrates an organization’s overriding commitment to safety, quality and scope of services. Additionally, 17 centers are designated Rural Health Clinics, which provide access to primary care services for patients in rural communities. Based in Nashville, TN, the Urgent Team Family of Urgent Care & Walk-in Centers delivers care in five states through eight distinct brands: Ascension Saint Thomas Urgent Care, Baptist Urgent Care, Washington Regional Urgent Care, Huntsville Hospital Urgent Care, Physicians Care, Urgent Team, Sherwood Urgent Care, and Baptist Health Urgent Care.
Employment Type: Full Time