Manager, Customer Service

UF Health; Gainesville (FL); On-site; USD 75,000 - 110,000; Full time

Job summary

UF Health in Gainesville seeks a seasoned leader to run day-to-day PFS customer service operations, delivering a high-quality patient financial experience. You will manage front-line teams responsible for patient communications, billing, self-service, and self-pay activity, while partnering with clinical and revenue-cycle stakeholders to drive performance and improvements.

The role emphasizes coaching, process optimization, and data-driven decision making to reduce repeat contacts, shorten

Qualifications

• Requires supervisory experience in hospital or professional billing operations.
• Healthcare revenue cycle knowledge including self-pay engagement, patient communications, and billing workflows.
• Experience with data-driven performance metrics (SLAs, FCR, aging reports, A/R recovery).
• Experience with Epic and revenue cycle technologies.

Responsibilities

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

Skills

Supervisory experience

Patient billing

Data-driven decision making

Stakeholder management

Process improvement

Communication skills

Service Level Agreements

Aging reports

Epic

Education

Associate degree in Healthcare Administration, Healthcare Management, or related field

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.

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.