Job Description

The Patient Financial Services Manager oversees the hospital’s billing, collections, Patient Accounts, and Customer Service/Financial Counseling operations, including coordination with outsourced revenue cycle partners. This role provides staff leadership, manages departmental budgets, monitors financial performance, and implements process improvements to optimize reimbursement, reduce denials, and improve collections. The manager ensures regulatory compliance, accurate financial reporting, and a positive patient financial experience while collaborating with Finance, Patient Access, and clinical departments.

EXPECTATION FOR ALL EMPLOYEES

Support the organization’s mission, vision and values by adhering to the behavioral standards of Bay Area Hospital. Comply with all laws and regulations affecting Bay Area Hospital. Be familiar with and adhere to the Bay Area Hospital Code of Conduct and Compliance Program. Effective communication skills and the ability to work effectively with people from various backgrounds are critical.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Leadership and Staff Oversight

• Provide daily supervision, training, and guidance to billing, collections, Patient Accounts, Customer Service/Financial Counseling, and oversight of outsourced revenue cycle functions.
• Coordinate departmental activities to identify and resolve work-related issues promptly.
• Foster a culture of accountability, teamwork, and service excellence in alignment with Bay Area Hospital’s Behavioral Standards.

Process Improvement

• Manage communication and workflow between internal teams and outsourced billing and collections vendors to ensure timely, accurate, and compliant billing.
• Develop, implement, and maintain policies and procedures that promote accurate patient accounting and adherence to documentation standards.
• Analyze key performance indicators (KPIs), including accounts receivable days, denial rates, and cash collections, to identify trends and implement process improvements.
• Collaborate with Patient Access, Revenue Integrity, HIM, and clinical departments to ensure accurate charge capture, coding, and revenue recognition.

Compliance and Reporting

• Maintain up-to-date knowledge of billing, coding, and payer regulations (CMS, HIPAA, OHA, etc.) and ensure departmental compliance.
• Review and approve charity care and indigent account adjustments in accordance with hospital policy.
• Prepare and distribute operational and financial reports related to billing, collections, and accounts receivable performance.
• Work collaboratively with Compliance and Finance teams to ensure accurate reporting and audit readiness.

Customer Service and Collaboration

• Oversee Patient Accounts and Customer Service/Financial Counseling functions to ensure all patient inquiries are handled professionally, courteously, and timely.
• Promote positive patient financial experiences by ensuring clear communication and compassionate handling of billing concerns.
• Partner with Finance, Patient Access, and clinical departments to resolve reimbursement issues and support cohesive revenue cycle operations.

Budget and Resource Management

• Prepare and manage annual budgets for personnel, capital, and operational expenses for assigned areas.
• Monitor staffing, expenses, and resource allocation to achieve departmental and organizational financial goals.

SKILLS AND ABILITIES

• Maintains regular, consistent and punctual attendance at assigned job location.
• Knowledge of hospital billing, collections, and reimbursement processes.
• Understanding of chargemaster structure, charge capture, and payer compliance.
• Strong leadership and team development skills.
• Excellent communication, customer service, and interpersonal skills.
• Analytical ability to interpret financial data and implement process improvements.
• Proficiency with patient accounting systems, EMRs, and Microsoft Office Suite.

EDUCATION/CERTIFICATIONS/LICENSES/DEGREES

Bachelor’s degree in Business, Accounting, Health Information Management, Healthcare Administration, or a related field preferred.

EXPERIENCE

Minimum of three (3) to five (5) years of progressive experience in healthcare billing, collections, or revenue cycle management required. Supervisory or lead experience within a hospital or healthcare organization required. Experience managing Patient Accounts/Customer Service and outsourced revenue cycle partners preferred.

GENERAL INFORMATION

Union Affiliation: None. The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and job skills required.

Physical/Mental/Environmental Requirements

• Requires extensive sitting with periodic standing and walking.
• May be required to lift up to 25 pounds.
• Requires significant use of personal computer, phone and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person or telephone.
• May require off-site travel.
• Ability to flex hours, as needed, to meet revenue cycle priorities and deadlines.

Compensation Grade: G. Compensation Grade Profile: G - Salaried. Bay Area Hospital is an Equal Opportunity Employer.