Customer Service Manager

Job title: Customer Service ManagerLength: 6-month Contract-to-HireLocation: 100% Remote, must live in MD, VA, FL, DE, or PAHours: M-F, 8:30am-4:30pm ESTStart Date: ASAPPosition Summary:We are seeking an experienced Customer Service Manager to lead a high-performing customer service team supporting both professional and hospital billing within an academic health system. This leadership role is fully remote and requires strong operational management skills, a deep understanding of hospital receivables, and the ability to drive efficiency and innovation in a fast-paced call center environment.Key Responsibilities:Direct the daily operations of a remote enterprise customer service team handling single billing across hospital and professional services.Lead a team of 40–50 representatives, including 4 supervisors and team leads.Drive performance through coaching, team building, and a focus on quality and accountability.Leverage strong knowledge of Epic and patient accounting systems to enhance operational workflows.Ensure a high standard of customer experience, combining empathy with efficient issue resolution.Partner with internal departments to maintain subject matter expertise and build credibility.Identify and implement opportunities for technology adoption, including AI tools, to improve service delivery.Serve as a strategic leader, capable of making firm decisions, resolving escalations, and influencing change.Education:Bachelor’s degree in Accounting, Business Administration, Health Administration, Finance, or related field; or15 years of direct management experience in hospital receivables within an academic health system.Experience:Minimum of 7 years of progressive financial and hospital receivables management experience.At least 4 years in a direct leadership role.Background in customer service within a business office setting.Experience managing in a high-volume call center is strongly preferred.Proficiency with Epic systems and familiarity with emerging technologies, including AI.Ideal Candidate Attributes:Strong managerial presence with the right balance of empathy and decision-making.Excellent communication and listening skills.Technologically savvy and open to innovation.Proven ability to build trust and credibility across departments.

Created: 2025-06-03