Billing & Collections Manager

Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients' entire care journey, but it's through our people that we truly make a difference.

Summary

We are seeking a highly motivated, hands-on Billing &Collections Manager to lead our combined Billing and Collections teams. This role owns full-cycle collections and billing operations end to end — driving down Days Sales Outstanding (DSO), holding the team accountable to consistent customer outreach and SLAs, and serving as the escalation point for complex billing and collections issues. You will also be the connective tissue between Billing/Collections and the partner teams who depend on us — most notably Customer Success — and will assist with our billing systems (BillingPlatform and NetSuite Zone Billing) end to end, including troubleshooting and process improvement.

Your Responsibilities

• Directly supervise the Collections and Billing teams, providing day-to-day leadership, coaching, and performance management across both functions.

• Own full-cycle collections: drive the team's proactive outreach cadence (calls and emails) to customers, and personally engage on higher-complexity or higher-risk accounts.

• Own and improve Days Sales Outstanding (DSO), setting collection strategies, targets, and prioritization to reduce aging balances.

• Monitor and enforce SLA adherence across both the Billing and Collections teams, ensuring timely resolution of customer accounts, disputes, and inquiries.

• Serve as the escalation point for customer issues the Billing or Collections teams cannot resolve independently, working the issue through to resolution.

• Act as the liaison between Billing/Collections and partner departments that depend on accurate, timely billing and collections — including Customer Success Managers (CSMs), Sales, and Operations.

• Identify and lead process improvements across both Collections and Billing workflows to increase accuracy, efficiency, and scalability, and document standard operating procedures.

• Support ad hoc billing process improvement initiatives, including evaluation and implementation of new billing systems and tools.

• Fully own the billing platform and NetSuite Zone Billing — configuration, maintenance, and handson troubleshooting of billing errors and system issues.

• Develop deep working knowledge of customer contracts, nuanced agreements, and the services we bill for, to ensure billing accuracy and informed dispute resolution.

• Reconcile customer accounts and review aging reports to identify risk, trends, and opportunities for recovery.

• Run and present reports and KPIs on collections performance, DSO, aging, and team productivity to leadership.

• Recruit, train, and develop Billing and Collection staff, and coordinate workload across both teams to ensure adequate coverage.

Your Qualifications

• Bachelor's degree in Finance, Accounting, Business Administration, or equivalent practical experience.

• 5+ years of experience in billing, accounts receivable, or collections, including 2+ years in a supervisory or team-lead capacity.

• Demonstrated success improving DSO and collections outcomes in a full-cycle collections environment.

• Strong knowledge of billing procedures and collection techniques, including familiarity with debt collection regulations (e.g., FDCPA).

• Hands-on experience managing a billing platform; experience with BillingPlatform and/or NetSuite Zone Billing strongly preferred.

• Experience with usage-based or census-based billing models is a plus; this role requires the ability to understand and apply complex, customer-specific billing scenarios.

• Comfortable reading and interpreting customer contracts and nuanced billing arrangements.

• Strong analytical and problem-solving skills, with high attention to detail.

• Effective verbal and written communication skills, with experience handling customer escalations and cross-functional partners.

• Proficient in Microsoft Excel and other reporting/spreadsheet tools.

• Familiarity with YayPay, Salesforce and Zendesk a plus.

• Familiarity with Claude AI a plus.

Compensation & Benefits

• Highly competitive salary

• Flexible paid time off

• 11 Paid Holidays

• Health, Dental, Vision, and Life Insurance

• Parental Leave

• Pet Insurance

• Employee Career Path Program

• 401(K)

Kipu Promise

In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals. We are an equal opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, gender identity, or disability status.