Posting Note: Lead with Purpose! Manager, Revenue Cycle Customer Service | Remote – Arizona

Make a Difference for Children and Families at Phoenix Children’s!

Are you a healthcare revenue cycle leader passionate about exceptional customer service, operational excellence, and creating positive financial experiences for patients and families? Phoenix Children’s is seeking an experienced Manager of Revenue Cycle Customer Service to lead our customer service and self-pay collections operations while supporting our mission of hope, healing, and quality healthcare for children and their families.

Remote Opportunity – Must work Arizona Local Time

In this impactful leadership role, you’ll oversee inbound and outbound call center operations, patient and family billing inquiries, escalations, complaint resolution, self-pay collections, billing statements, and vendor performance. You’ll lead and develop a high-performing team focused on delivering accurate information, compassionate communication, and effective account resolution while supporting the financial health of our organization.

What You’ll Do:

Lead, coach, and develop customer service and self-pay collections teams, fostering accountability, collaboration, and a family-centered approach.
Oversee daily call center operations, workforce management, quality assurance, service levels, and performance metrics.
Ensure timely, accurate resolution of patient and guarantor inquiries, billing concerns, escalations, and complaints.
Promote clear communication regarding patient financial responsibility, payment options, and financial assistance programs.
Drive improvements in first-contact resolution, service quality, collections performance, data integrity, and operational efficiency.
Oversee vendor partnerships and ensure compliance with applicable billing, collections, and regulatory requirements.
Partner with revenue cycle leadership to implement process improvements, manage operational change, reduce avoidable write-offs, and minimize financial risk.

What We’re Looking For:

Bachelor’s degree in Healthcare Administration, Business, or a related field.
Seven (7) years of healthcare revenue cycle or patient financial services experience, including five (5) years in a supervisory or management role.
Three (3) years of direct healthcare call center or contact center management experience, including workforce management and quality assurance.
Strong knowledge of hospital billing, insurance and payer processes, patient financial responsibility, self-pay collections, and regulatory requirements.
Proven ability to lead teams, manage performance metrics, improve processes, and navigate organizational change.
Proficiency with revenue cycle systems, call center technologies, and reporting tools.
Excellent communication, problem-solving, escalation management, and decision-making skills, with a commitment to confidentiality, integrity, and compassionate service.

Apply today and be part of something meaningful!

The Manager of Revenue Cycle Customer Service plans, organizes, leads, and directs customer service and self-pay collections functions across inbound and outbound call center operations, patient and family billing inquiries, escalations, complaint resolution, statements, self-pay collections, and vendor partner performance. The Manager is accountable for service quality, first-contact resolution, data integrity, and a consistent, family-centered financial experience across internal and external service channels. Ensures timely, accurate handling of patient and guarantor inquiries; clear communication of financial responsibility, payment options, and financial assistance; and policy-compliant resolution of account balances that supports hospital financial expectations. Oversees efficient enterprise-wide operations supported by an adequately trained, insourced team capable of serving patients and families across all service channels. Requires strong knowledge of hospital billing, payer and insurance processes, self-pay and third-party collections regulations, and patient account review. Effective oversight improves net collections, reduces bad debt and avoidable write-offs, minimizes financial risk to Phoenix Children’s, and strengthens the family financial experience. Interacts primarily with patients, families, and vendor partners to secure payment on scheduled and unscheduled accounts and resolve escalated concerns. Serves as a resource to revenue cycle leadership, supervisors, and staff on customer service, self-pay, and family financial-experience matters.

• Operational Leadership, KPI Governance & Performance Reporting
  
  • Partners with Director to set operational strategy for Customer Service functions; develops and updates workflows, procedures, controls, and success measures
  • Owns and is accountable for achieving department performance targets across defined financial and service KPIs – including average speed of answer (ASA), abandonment rate, average handle time (AHT), first-contact resolution (FCR), service level, schedule adherence, occupancy, quality/QA scores, and self-pay collection yield – analyzing trends and directing corrective actions
  • Oversees reporting cadence and communicates performance insights, risks, and recommendations to leadership; produces daily, weekly, and month-end operational and financial reporting
  • Reviews operational and financial reports to identify drivers of patient inquiries, rework, and avoidable write-offs; initiates countermeasures
  • Leads budget development, headcount planning, and resource allocation for the department; is accountable for managing overtime and cost-to-collect
  • Forecasts contact volume and workload using historical trends, statement-cycle timing, and seasonality; proactively adjusts staffing and priorities to anticipate demand spikes and prevent coverage gaps before they occur
  • Anticipates downstream impacts of upstream revenue cycle events (e.g., billing runs, payer changes, pricing updates) and pre-positions the team, scripting, and messaging ahead of expected inquiry surges
  • Directs root-cause analysis on missed targets and personally owns corrective action plans through to measurable resolution, including defined countermeasures, accountable owners, target dates, and validation
• Patient/Family Experience & Escalations Management
  
  • Directs day-to-day inbound and outbound call center operations, ensuring queues are appropriately staffed and covered across all operating hours and service channels (phone, IVR, callback, correspondence, and digital)
  • Monitors real-time call queue and agent status; reallocates staff, opens/closes skills, and adjusts routing in real time to hold service level, ASA, and abandonment within target
  • Owns workforce management for the department – forecasting, scheduling, shift/break optimization, adherence monitoring, and time-off/coverage planning – to match staffing to forecasted volume
  • Oversees the quality assurance program, including call/interaction monitoring and scoring, calibration sessions, and targeted coaching to improve quality, compliance, and first-contact resolution
  • Ensures consistent adherence to approved call scripts, disclosures, privacy standards, and internal policies; addresses gaps through training and QA; oversees payment-plan setup and financial-assistance education so patients receive accurate, clear, and compassionate guidance on payment and financial-assistance options
  • Owns, and is measurably accountable for, the end-to-end patient/family financial experience, including defined service accessibility, accuracy, and consistency targets
  • Owns and resolves escalated patient and family concerns, including complex billing disputes and sensitive financial situations; serves as the final point of escalation for issues requiring management intervention
  • Oversees resolution strategies for high-dollar and high-risk accounts; coordinates corrections, settlements, and partner-team actions as needed
  • Partners with cross-functional teams to reduce systemic inquiry drivers (e.g., upstream registration, coding, or claims issues) and improves first-contact resolution
  • Establishes the department’s escalation framework and service standards, setting the expectation of first-contact resolution and consistent, family-centered handling across every channel
• Vendor Governance & External Service Channel Oversight
  
  • Owns end-to-end vendor partner relationships – serving as the accountable point of contact for vendor partners supporting customer service, family billing, statements, and self-pay collections processes
  • Defines and monitors vendor SLAs, quality expectations, and deliverables; reviews performance results and drives remediation plans
  • Holds vendor partners contractually accountable for SLA and quality performance, including issuing formal remediation notices, enforcing performance penalties/credits, and escalating to contract renegotiation or termination where targets are chronically missed
  • Ensures vendor processes align with approved policies and Phoenix Children's customer service expectations; escalates issues and coordinates resolution with internal stakeholders
  • Maintains appropriate oversight for third-party billing and collections activities performed on behalf of the hospital
  • Owns measurable financial outcomes from external channels; reconciling vendor-reported results against Phoenix Children's data
• Enterprise Alignment & Subject Matter Expertise
  
  • Serves as a subject matter expert on family finance processes and the impact of revenue cycle operations on patient and guarantor liability
  • Assesses impacts of proposed operational changes (e.g., pricing, service delivery, workflows) on patient cost-sharing and inquiry volume; advises stakeholders proactively
  • Collaborates with Managed Care, Revenue Cycle partners, HIM, IT, Case Management, Patient Access, Social Work, and Risk and Cares Line to resolve interdepartmental issues affecting families
  • Promotes consistent philosophy, language, and approach across teams interacting with families on financial matters
• Staff Development & Retention
  
  • Directly leads, coaches, and holds accountable the full team of supervisors, leads, and staff, setting clear performance expectations and driving a culture of ownership
  • Implements a structured staff development approach, including learning needs assessment, training coordination, and competency reinforcement
  • Designs, builds, and maintains the department’s end-to-end training curriculum and materials – new-hire onboarding, systems/tools training, payer/billing content, scripting, and role-based competency paths
  • Coaches and mentors staff on active listening, needs assessment, de-escalation, and handling sensitive financial conversations with empathy, ensuring appropriate resource utilization
  • Monitors retention and turnover indicators and takes action to address trends impacting performance and patient experience
  • Is accountable for department retention and turnover targets and for a structured career-progression/competency framework that reduces new-hire ramp time to defined benchmarks
  • Establishes a culture of ownership for quality, productivity, and patient-centered service standards
• Compliance, Risk, Technology & Operational Improvement
  
  • Ensures operations comply with regulatory and legal requirements, including EMTALA-related obligations where applicable
  • Ensures adherence to HIPAA, TCPA, FDCPA, and PCI-DSS requirements across inbound/outbound contact, statements, and self-pay collections; embeds these controls into scripts, workflows, and vendor oversight
  • Maintains knowledge of industry regulations impacting patient liability and debt collection practices; embeds requirements into procedures and vendor oversight
  • Participates in evaluation and optimization of systems and automated applications supporting customer service operations; identifies opportunities for technology-enabled improvement
  • Leads or supports improvement initiatives that strengthen compliance, systems, and long-term operational sustainability
• Performs miscellaneous job related duties as requested.
  

To advance hope, healing and the best healthcare for children and their families

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable