Senior Billing Manager

Pinnacle Fertility, Inc.; Hartford, Northern (CT, KY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Comprehensive healthcare

Dental insurance

Life insurance

Vision insurance

Paid time off

Paid holidays

Retirement savings program

Job summary

Pinnacle Fertility in Hartford, CT, seeks a Senior Billing Manager to lead patient and insurance accounts receivable, cash posting, refund processing, and call-center operations within the Central Business Office. You translate strategy into daily execution, oversee frontline staff, ensure compliance, and optimize the patient financial experience with a focus on accuracy and timeliness.

You will drive process improvements, develop SOPs, monitor KPIs, and partner with payers and vendors to

Qualifications

• Minimum 5 years of progressive experience in healthcare revenue cycle operations.
• Direct supervisory experience required; experience managing supervisors or team leads preferred.
• Experience across multiple revenue cycle functions, including A/R management, cash posting, and patient financial services.
• Working knowledge of medical billing, insurance reimbursement, denials management, and collections practices.
• Fertility or reproductive healthcare experience preferred.

Responsibilities

• Lead frontline staff and supervisors across all CBO functions with active presence and accountability.
• Set performance expectations and provide coaching, recognition, and corrective action.
• Ensure training on systems, workflows, policies, and compliance during onboarding and updates.
• Identify barriers to performance, escalate systemic issues as needed.
• Foster accountability, collaboration, and service while developing high-potential staff.
• Manage patient and insurance A/R to maximize cash flow and resolve balances timely.
• Establish follow-up, work-queue priorities, and escalation for aging, denials, and write-offs.
• Partner with payers, vendors, and internal teams to resolve complex accounts and issues.
• Oversee call center operations, service quality, response times, and patient satisfaction.
• Maintain quality monitoring, escalation, and service-recovery processes for inquiries.
• Use data to optimize coverage, wait times, and patient experience.
• Ensure accurate payment posting across all sources and daily cash balancing.
• Maintain internal controls and audit trails for refunds and credit balances.
• Collaborate with Finance to investigate reconciliation and reporting discrepancies.
• Develop and review SOPs, ensuring clear ownership and escalation paths.

Skills

People Leadership

Operational Accountability

Analytical Thinking

Communication

Process Discipline

Patient Focus

Integrity and Compliance

Education

Bachelor's degree in healthcare administration, business, finance, or related field

Tools

Revenue cycle systems

Billing platforms

Reporting tools

Job description

Pinnacle Fertility is a leader in physician-centric fertility care, supporting high-performing fertility clinics and comprehensive service providers nationwide. Guided by our mission of fulfilling dreams by building families, Pinnacle offers compassionate care, innovative technology, and comprehensive fertility treatment services to provide patients with a seamless and personalized journey to parenthood. Learn more at www.pinnaclefertility.com .

About this Role

The Senior Billing Manager is a people-leadership and operational-performance role responsible for the day-to-day management of patient accounts receivable, insurance accounts receivable, patient financial services and call center operations, cash management, payment posting, lockbox processing, and refund processing within the Central Business Office (CBO).

This position leads frontline staff and supervisors directly, maintains an active presence with each team, and takes accountability for operational results, employee development, compliance, and the patient financial experience. The Senior Billing Manager translates strategy set by the Senior Director of Revenue Cycle Management into daily execution, team performance, and measurable outcomes.

Key Responsibilities

• Lead, coach, and develop frontline employees and supervisors across all functional areas within the CBO, maintaining a visible presence and strong understanding of day-to-day workflows, productivity, challenges, and employee performance.
• Set clear performance expectations and provide timely recognition, developmental coaching, and corrective action as appropriate.
• Ensure employees are effectively trained on systems, workflows, policies, compliance requirements, and performance standards during onboarding and as processes or expectations change.
• Identify and address barriers affecting employee performance, engagement, or operational results, escalating systemic issues as appropriate.
• Foster a culture of accountability, collaboration, continuous learning, and service while developing team capabilities, high-potential employees, and succession readiness.
• Manage patient and insurance accounts receivable (A/R) to maximize cash flow, reduce aging, and resolve outstanding balances in a timely and compliant manner.
• Establish effective account follow-up, work-queue prioritization, and escalation strategies while monitoring aging, productivity, collections, denials, underpayments, credit balances, and avoidable write-offs.
• Partner with payers, billing vendors, and internal teams to resolve complex accounts, disputes, and systemic claim issues while ensuring collection practices remain accurate, compliant, and respectful of the patient experience.
• Oversee call center operations, including service quality, response times, abandonment rates, first-call resolution, staff productivity, and patient satisfaction.
• Maintain quality monitoring, coaching, escalation, and service-recovery processes, ensuring representatives have accurate resources and communication standards for handling patient financial inquiries.
• Use call-volume, staffing, and scheduling data to optimize coverage, reduce wait times, and improve the patient experience.
• Oversee timely and accurate payment posting across all sources, including electronic remittances, lockbox, and manual payments.
• Ensure daily cash balancing, reconciliation, deposit verification, posting exceptions, unapplied cash, and discrepancies are resolved accurately and timely.
• Oversee accurate and compliant patient and insurance refund processing and credit balance resolution while maintaining appropriate internal controls, segregation of duties, audit trails, and escalation procedures.
• Partner with Finance to investigate and resolve reconciliation discrepancies, variances, and reporting issues.
• Develop, document, implement, and routinely review standard operating procedures (SOPs), ensuring workflows have clear ownership, handoffs, quality controls, escalation paths, and service-level expectations.
• Standardize workflows across teams and ensure procedures remain aligned with current systems, regulatory requirements, internal controls, and operational practices.
• Establish meaningful KPIs and use dashboards, audits, trend analysis, and root-cause analysis to identify operational risks, performance gaps, and improvement opportunities.
• Validate data accuracy and reporting logic and translate findings into clear priorities, action plans, ownership, and measurable outcomes.
• Regularly present operational performance, risks, barriers, and recommendations to the Senior Director of Revenue Cycle Management.
• Identify and implement opportunities to automate manual work, reduce errors and duplicate effort, improve turnaround times, and optimize system configurations, work queues, reporting, and vendor processes.
• Evaluate process and automation improvements based on measurable business value, accuracy, compliance, internal controls, sustainability, and patient experience.
• Lead change management initiatives by ensuring employees are appropriately trained and supported and by measuring post-implementation results to confirm improvements are sustained.
• Ensure billing, collection, payment, refund, and patient communication practices comply with applicable federal and state regulations, payer contracts, HIPAA requirements, and Pinnacle Fertility policies.
• Maintain confidentiality of patient records, financial data, and employee information and comply with all legal and regulatory requirements applicable to the position.
• Perform additional projects and duties as assigned.

Position Requirements

• Education:
  • Bachelor's degree in healthcare administration, business, finance, or a related field preferred.
• Experience:
  • Minimum 5 years of progressive experience in healthcare revenue cycle operations required, with demonstrated experience leading teams.
  • Direct supervisory experience required; experience managing supervisors or team leads preferred.
  • Demonstrated experience across multiple revenue cycle functions, including A/R management, cash posting, and patient financial services.
  • Working knowledge of medical billing, insurance reimbursement, denials management, and collections practices.
  • Proficiency in revenue cycle systems, billing platforms, and reporting tools.
  • Fertility or reproductive healthcare experience preferred.
• Skills:
  • People Leadership: Coaches, develops, and holds teams accountable; builds trust through consistent, visible engagement.
  • Operational Accountability: Owns results across assigned functions; acts decisively when performance falls short of expectations.
  • Analytical Thinking: Uses data to identify root causes, validate assumptions, and drive decisions - not just report outcomes.
  • Communication: Communicates clearly and directly with staff, leaders, payers, and patients; adjusts style to audience and purpose.
  • Process Discipline: Establishes standards, follows through on implementation, and measures results.
  • Patient Focus: Designs and evaluates processes with patient experience and dignity in mind.
  • Integrity and Compliance: Maintains ethical standards and ensures the team does the same.
• Annual Salary: Final offers based on experience, skills, and qualifications.
• Benefits: Comprehensive healthcare, dental, life, and vision insurance. Additional benefits include generous paid time off (PTO), paid holidays, and a retirement savings program. Further details regarding salary and benefits will be provided during the interview process.

Diversity & Inclusivity at Pinnacle Fertility

At Pinnacle Fertility, we are committed to fostering a diverse, inclusive, and welcoming workplace. We are proud to be an equal opportunity employer and encourage applicants of all backgrounds, abilities, and life experiences to apply.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.