Payment and Denials Manager (Full-Time)

The Iowa Clinic; West Des Moines (IA); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with employer match

Profit sharing

Generous PTO and paid holidays

Health, dental and vision insurance

Training and development programs

Job summary

The Iowa Clinic is seeking a Manager, Payments & Denials to lead the revenue-cycle team responsible for customer service, payment posting, and denial management. You will drive performance against revenue-cycle metrics and partner with clinics to ensure timely revenue capture.

You will develop SOPs, lead process improvements, and deliver training while ensuring regulatory compliance and high service levels across the Central Billing Office.

Qualifications

• Education: Bachelor’s degree in business related field or equivalent work experience.
• Experience: Minimum of 5 years’ experience in a billing office operation with at least 2 years in a leadership role.
• Skills: Customer service knowledge and ability to apply process management.

Responsibilities

• Recruit, mentor, coach, and develop a high-performing team of customer service representatives, payment posting specialists, and denial analysts.
• Define, track, and report on KPIs through dashboards; monitor workloads and volumes to adjust staffing/workflows.
• Develop, document, and maintain SOPs for Central Billing Office processes.
• Lead process-improvement initiatives to optimize efficiency and cash flow.
• Manage the customer service phone line to ensure timely responses and high first-call resolution.
• Monitor call-center metrics and supervise payment posting workflows for accuracy and timeliness.
• Analyze denial trends and partner with clinics/payors to reduce re-work and improve net-collection rates.
• Lead or participate in organization-wide projects ensuring CBO requirements are addressed.
• Design and deliver ongoing training programs for new hires and staff.

Skills

Communication skills

Written communication

Office software

Decision making

Problem solving

Interpersonal skills

Organizational skills

Self-motivation

Education

Bachelor’s degree in business related field

Tools

Microsoft Office

Job description

Looking for a career where you love what you do and who you do it with? You’re in the right place.

Healthcare here is different – we’re locally owned and led by our physicians, and all decisions are always made right here in Central Iowa.

By working at The Iowa Clinic, you’ll get to make a difference while seeing a difference in our workplace. Because as one clinic dedicated to exceptional care, we’re committed to exceeding expectations, showing compassion and collaborating to provide the kind of care most of us got into this business to deliver in the first place.

Think you’ve got what it takes to join our TIC team? Keep reading…

The Manager, Payments & Denials provides leadership and day-to-day oversight including customer service, payment posting, and certain claims denial management. 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.

A day in the life…

Wondering what a day in the life of Payment and Denials Manager at The Iowa Clinic might look like?

Job Duties and Responsibilities

• Recruit, mentor, coach, and develop a high-performing team of customer service representatives, payment posting specialists, and denial analysts.
• Define, track, and report on key performance indicators through dashboards and monitor daily and weekly workloads, monitor key volumes (e.g., calls, postings, denials) 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.
• Monitor call-center metrics (abandonment rate, average handle time, first-call resolution).
• Supervise payment posting workflows to guarantee accuracy and timeliness of cash application.
• Analyze denial trends, partner with clinics and payors to resolve root causes, and track outcomes to minimize re-work and improve net-collection rates.
• 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.
• Oversee quality-assurance reviews to ensure compliance with regulatory requirements, internal policies, and audit standards.
• Performs other tasks as assigned.

Knowledge, Skills and Abilities Required:

• 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.

This job might be for you if…

Minimum Job Qualifications

Education: Bachelor’s degree in business related field or equivalent work experience.

Licensure/Certification: None

Work Experience: Minimum of 5 years’ experience in a billing office operation with at least 2 years in a leadership role. Customer service knowledge. Demonstrated ability to apply process management skills within the work site. Experience in handling customers. Experience in strategic planning and finance and the ability to understand how this impacts CBO.

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What’s in it for you:

• One of the best 401(k) programs in central Iowa, including employer match and profit sharing
• Employee incentives to share in the Clinic’s success
• Generous PTO accruals
• and paid holidays
• Health, dental and vision insurance
• Quarterly volunteer opportunities through a variety of local nonprofits
• Training and development programs
• Opportunities to have fun with your colleagues, including TIC night at the Iowa Cubs, employee appreciation tailgate party, Adventureland day, State Fair tickets, annual holiday party, drive-in movie night… we could go on and on
• Monthly departmental celebrations, jeans days and clinic-wide competitions
• Employee rewards and recognition program
• Health and wellness program with up to $350/year in incentives
• Employee feedback surveys
• All employee meetings, team huddles and transparent communication