Customer Service Manager

Medasource; Baltimore (MD); Remote; USD 86,000 - 173,000; Full time

Job summary

A leading company in health care is seeking a Customer Service Manager to lead a remote team. This role requires strong operational management skills, a deep understanding of hospital receivables, and the ability to drive efficiency in a fast-paced environment. The ideal candidate will have extensive experience in customer service and a proven track record in leadership. If you are technologically savvy and passionate about improving service delivery, this position offers an exciting opportunity to make a significant impact.

Benefits

Medical insurance

Vision insurance

Qualifications

• Minimum of 7 years in financial and hospital receivables management.
• At least 4 years in a direct leadership role.

Responsibilities

• Direct daily operations of a remote customer service team.
• Drive performance through coaching and team building.
• Implement technology adoption to improve service delivery.

Skills

Leadership

Communication

Empathy

Operational Management

Technological Savvy

Education

Bachelor’s degree in Accounting

Bachelor’s degree in Business Administration

Bachelor’s degree in Health Administration

Bachelor’s degree in Finance

Tools

Epic Systems

Job description

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Location: 100% Remote, must live in MD, VA, FL, DE, or PA

Hours: M-F, 8:30am-4:30pm EST

Start Date: ASAP

Position 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; or
• 15 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Health Care Provider and Management

• Industries

  Hospitals and Health Care

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Inferred from the description for this job

Medical insurance

Vision insurance

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