Manager, Customer Service

UF Health; Gainesville (FL); On-site; USD 85,000 - 120,000; Full time

Job summary

UF Health in Gainesville seeks a leader to oversee patient financial services and customer care operations, ensuring a high-quality patient financial experience. You will manage front-line teams handling billing communications, self-pay activity, and payment solutions, while partnering with clinical and revenue-cycle stakeholders.

You will drive performance through staff development and process improvements, reducing repeat contacts and aging, with a strong focus on regulatory compliance and

Qualifications

• Associate degree preferred; 3–4 years of revenue cycle experience required.
• 3+ years supervisory experience in hospital or billing operations.
• Experience with Epic and revenue cycle technologies.
• Strong leadership, coaching and performance management skills.
• Experience using data and metrics (SLAs, FCR, aging, A/R).
• Excellent verbal and written communication; stakeholder collaboration.

Responsibilities

• Lead day-to-day PFS customer service operations to deliver a high-quality patient financial experience.
• Manage front-line teams covering customer service, billing communications, payment solutions, and self-pay activity.
• Drive performance improvements and staff development; partner with clinical and revenue-cycle stakeholders.
• Reduce repeat contacts, improve resolution, and minimize self-pay aging and bad debt.

Skills

Leadership & supervision

Data-driven decisions

Customer service excellence

Stakeholder management

Verbal & written communication

Cross-functional collaboration

Process improvement

Regulatory compliance

Escalation management

Financial assistance knowledge

Education

Associate degree in Healthcare Administration/Healthcare Management

Tools

Epic

Job description

Overview

Lead day-to-day PFS customer service operations to deliver consistent, high-quality patient financial experience. Manage front-line teams responsible for customer service, billing communications, payment solutions, account resolution, digital self-service, and outbound self-pay activity. Drive operational performance, staff development, process improvements, and partnership with clinical and revenue-cycle stakeholders to reduce repeat contacts, improve resolution, and minimize self-pay aging and bad debt.

Qualifications

Education: Associate degree in Healthcare Administration, Healthcare Management, or a related field highly preferred.

Experience: Minimum of 3 to 4 years of progressive revenue cycle experience, including at least 1 to 2 years in billing operations (HB and/or PB) within a hospital or multi-site health system with a two-year degree.

• Minimum of 3 years of supervisory experience in hospital and/or professional billing operations.
• A formal degree may be substituted with 6+ years of direct, hands-on revenue cycle and supervisory experience.
• Demonstrated experience with Epic and revenue cycle technologies.
• Proven success leading teams through organizational change and process improvement initiatives.
• Patient billing experience required.
• License/Certification/Registration: Not required.
• Solid knowledge of healthcare revenue cycle operations, with emphasis on:
  • Self-pay engagement
  • Patient financial communications
  • Basic collections workflows
  • Revenue cycle best practices
• Strong team leadership, coaching, and performance management skills.
• Experience using data-driven decision making and performance metrics, including:
  • Service Level Agreements (SLAs)
  • First Call Resolution (FCR)
  • Aging reports
  • Accounts Receivable (A/R) recovery metrics
• Excellent verbal and written communication skills.
• Strong stakeholder management and cross-functional collaboration abilities.
• Working knowledge of:
  • Financial assistance and charity care policies
  • Patient payment plan workflows
  • Related documentation and compliance requirements
• Ability to professionally manage patient and stakeholder escalations while maintaining a high level of customer service.
• Demonstrated commitment to:
  • Regulatory compliance
  • Patient privacy requirements
  • Operational integrity
  • Continuous process improvement.