The Iowa Clinic
Manager - Payment and Customer Svc. - (Full-Time )
West Des Moines, Iowa · Full-time
Sponsorship not specifiedDetected 1 day ago
Customer SupportLeadershipProblem SolvingMicrosoft Office
About the role
- The Manager, Payments provides leadership and day-to-day oversight of the patient financial experience including customer service, payment posting and payment plans.
- Monitor call-center metrics (abandonment rate, average handle time, first-call resolution).
- Supervise payment posting workflows to guarantee accuracy and timeliness of cash application.
Responsibilities
- You will drive performance against key revenue-cycle metrics, implement process improvements, and foster a high-performing, inclusive team culture.
- This role partners closely with clinic operations and other key stakeholders to ensure timely, accurate revenue capture and exceptional service delivery.
- Job Duties and Responsibilities Recruit, mentor, coach, and develop a high-performing team of customer service representatives and payment posting specialists Define, track, and report on key performance indicators through dashboards and monitor daily and weekly workloads, monitor key volumes (e.g., calls, postings, payment plans) to adjust staffing or workflows to meet revenue-cycle targets.
- Develop, document, and maintain standard operating procedures (SOPs) for all Central Billing Office processes.
- Lead process-improvement initiatives to optimize efficiency, reduce errors, and accelerate cash flow.
- Manage the customer service phone line to ensure calls are answered timely, escalations are handled promptly, and first-call resolution is maximized.
- Lead or participate in organization-wide projects ensuring CBO requirements and impact are fully addressed.
- Design and deliver ongoing training programs on best practices for new hires and existing staff.
- Performs other tasks as assigned.
Requirements
- Bachelor's degree in business related field or equivalent work experience.
- Minimum of 5 years' experience in a billing office operation with at least 2 years in a leadership role.
- Demonstrated ability to apply process management skills within the work site.
- Experience in strategic planning and finance and the ability to understand how this impacts CBO.
Skills
- Ability to effectively communicate with people from diverse professional, educational and lifestyle backgrounds both orally and in writing.
- Ability to give, read and understand/follow written and verbal directions.
- Ability to operate a computer, including proven general software skills and effective utilization of the Microsoft office suite.
- Must demonstrate ability to utilize effective decision-making and problem-solving techniques.
- Ability to relate favorably with people and gain their confidence.
- Ability to work independently and interdependently with physicians, management, staff and external constituencies.
- Requires organizational and self-motivational skills in prioritizing and managing multiple tasks with limited supervision.
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This listing is sourced directly from The Iowa Clinic's careers page and normalized into a canonical job model.