Manager, Medical Group Access & Physician Billing (13973)

- Direct daily operations of the Medical Group Call Center and Physician Billing teams, with accountability for staffing, service, quality, and results across both departments.

- Supervise, coach, evaluate, and develop staff; partner with HR and leadership on hiring, corrective action, and separation decisions.

- Coordinate call center and billing workflows with physician practices, revenue cycle partners, and operational leadership to resolve handoff and service issues.

- Provide exceptional service; navigate multiple systems simultaneously and communicate with patients and healthcare professionals.

- Oversee call center performance, including call handling, scheduling accuracy, patient experience, and timely resolution of escalated concerns.

- Oversee professional billing performance, including claims quality, denials, accounts receivable follow-up, and timely resolution of billing issues.

- Monitor department benchmarks, productivity, quality, and budget results; recommend corrective action when results fall short.

- Prepare and present routine reports and trend analyses to leadership, with clear recommendations for workflow and performance improvement.

- Maintain working knowledge of payer requirements, privacy standards, and applicable regulations; coordinate with compliance and revenue cycle experts.

- Resolve escalated concerns from patients, providers, and staff; involve the appropriate director when decisions exceed delegated authority.

- Monitor and adjust call queues, staffing plans, billing work queues, and cross-department workflows to support timely service and payment.

- Coordinate provider audit follow-up and corrective actions within the scope assigned by physician services leadership.

- Approve schedules and time off within staffing needs and delegated authority; review time records for accuracy and timely payroll submission.

- Build a respectful, accountable team culture and promote consistent service to patients, providers, and colleagues.

- Support patient safety, confidentiality, and quality standards in all department activities.

Qualifications

Education:

High school diploma or equivalent required. Bachelors degree in business, healthcare administration, or related field preferred; equivalent relevant experience considered.

Experience:

At least 5 years of relevant healthcare access, physician practice, or professional billing experience, including at least 2 years of direct staff supervision. Experience across both access and physician billing preferred.

Additional Skills/Abilities:

Demonstrated staff leadership, operational analysis, and process improvement skills. Working knowledge of physician revenue cycle, payer/insurance terminology, scheduling and billing systems, and patient service required.