Patient Financial Services Manager

The Manager of Patient Financial Services oversees key revenue cycle functions that support patient financial engagement, reimbursement optimization, regulatory compliance, and customer satisfaction. This is an onsite position that leads teams responsible for self-pay billing, bad debt management, customer service, financial counseling, patient estimates, prior authorizations, and vendor relations. The manager also serves as the onsite point of contact for patient complaints and revenue cycle questions. The manager collaborates across Revenue Cycle, Patient Access, Finance, Clinical Operations, and Compliance to ensure efficient workflows, accurate billing practices, and an exceptional patient financial experience.

This position reports to the Executive Director of Revenue Cycle and may supervise multiple teams across Patient Access and Business Office functions.

Essential Job Functions:

Self-Pay Billing

· Direct and oversee self-pay billing operations.

· Monitor account aging, payment plans, and collection performance metrics.

· Monitor collection agency performance and recovery rates, and hold agencies accountable to targets.

· Ensure compliance with all applicable billing and collection regulations.

Bad Debt Transfer and Review

· Manage bad debt review processes and agency placements.

· Establish criteria for account transfers to bad debt status.

· Identify opportunities to reduce bad debt through process improvement initiatives.

Customer Service

· Lead revenue cycle customer service functions.

· Ensure timely and professional resolution of patient billing inquiries and complaints.

· Establish service standards and performance expectations.

· Monitor patient satisfaction and implement improvement strategies.

Onsite Revenue Cycle Support

· Serve as the onsite revenue cycle resource for patients, staff, and leadership.

· Respond to revenue cycle questions from patients, clinical and operational staff, and leadership regarding billing, insurance, authorizations, estimates, and financial assistance.

· Provide in-person support to patients with complex billing concerns or escalated situations.

· Identify recurring complaint and inquiry themes and partner with revenue cycle teams to address root causes.

· Maintain visibility and accessibility to onsite departments, building working relationships with Patient Access, clinical teams, and administration.

Financial Counseling

· Oversee financial counseling services for patients.

· Ensure patients are informed of financial obligations and available assistance programs.

· Manage charity care, financial assistance, and payment plan processes.

· Develop initiatives to improve patient financial literacy and access to coverage resources.

Patient Estimates and Good Faith Estimates

· Oversee generation and delivery of Good Faith Estimates (GFE).

· Develop and maintain processes to support accurate patient cost estimates.

· Monitor regulatory changes related to estimates and implement required operational updates.

Prior Authorization Management

· Direct prior authorization processes to support timely patient access and reimbursement.

· Monitor authorization turnaround times and denial trends.

· Partner with clinical and operational leadership to improve authorization accuracy and efficiency.

· Develop workflows that minimize delays in patient care and billing.

Vendor Relations

· Serve as the primary relationship owner for revenue cycle vendors, including collection agencies, statement and payment processing vendors, estimate and authorization technology partners, and other third-party service providers.

· Manage vendor contracts, service level agreements (SLAs), and renewals in partnership with Finance, Compliance, and Legal.

· Conduct regular vendor performance reviews and hold vendors accountable to contractual and quality expectations.

· Evaluate and recommend new vendors or solutions to improve performance and reduce cost.

· Resolve vendor escalations, and ensure vendor compliance with applicable regulations and organizational policies.

Reporting and Performance Management

· Prepare and distribute weekly operational reports on key metrics, including self-pay collections, account aging, customer service volumes, patient complaints, authorization turnaround and denials, and GFE turnaround.

· Prepare monthly performance reports and executive summaries covering KPI results, trends, variances to goal, vendor performance, and improvement initiatives.

· Analyze data to identify root causes, trends, and opportunities, and recommend corrective actions.

· Present monthly results and action plans to the Director and executive leadership.

Leadership Responsibilities

· Hire, develop, coach, and evaluate staff.

· Establish department goals, productivity standards, and quality metrics.

· Foster a culture of accountability, service excellence, and continuous improvement.

· Manage departmental budgets and resource allocation.

· Lead process improvement initiatives utilizing Lean, Six Sigma, or other performance improvement methodologies.

Minimum Qualifications:

· Bachelor's degree in Healthcare Administration, Business Administration, Finance, or related field required

· Master's degree preferred.

· Minimum of 5 years of progressive healthcare revenue cycle experience.

· Minimum of 3 years of leadership or management experience.

· Experience with patient financial services, prior authorizations, patient estimates, and reimbursement operations preferred.

· Experience managing vendor contracts and performance preferred.

Knowledge, Skills, and Abilities

· Strong understanding of healthcare billing, reimbursement, and revenue cycle operations.

· Knowledge of Medicare, Medicaid, commercial payer, and self-pay regulations.

· Understanding of No Surprises Act requirements and Good Faith Estimates.

· Strong analytical and problem-solving abilities.

· Excellent communication, conflict resolution, and team leadership skills, including the ability to handle sensitive patient complaints with empathy and professionalism.

· Strong vendor management and negotiation skills.

· Proficiency in building and presenting data-driven weekly and monthly reports.

· Experience with Meditech and revenue cycle technologies preferred.

· Ability to drive operational performance through data analysis and process improvement.

JOINT POSITION, Full time, 40 hours per week

CVH is EOE