About the role:

The Billing Manager is a client-facing role that oversees the day-to-day operations of care billing with a goal of maximizing cash flow, correcting invoicing iniquities, and ensuring quality assurance, all while providing an excellent client experience. They are responsible for answering customer billing related questions, collaborating cross functionally to resolve issues for both private pay and LTCI customers, and developing best practices for collecting on unpaid invoices. The manager is the first hire on a new team that overtime will be expected to help our organization develop and sustain best practices and processes related to billing. On top of meticulous attention to detail, the billing manager must also possess excellent communication skills to answer questions for clients, solve their issues, and keep them updated with relevant account information. This is an exciting new role for the Care team, with the opportunity to evolve and grow as our function, tools, and processes are further developed - we look forward to learning about how your experiences will support this growth!

Responsibilities

• Collaborate with cross-functional stakeholders to define, measure, and analyze key performance metrics (KPIs and clear SLAs) and help develop operational processes that will make the billing process and team more efficient and effective
• Design the care team’s billing strategy, including ownership of report outs, process of client follow up, and working with the care team on the best process for a client centric approach
• Partner with internal teams including Care team and accounting teams to establish service quality standards for customers' billing experience
• Train, provide guidance and QA the work performed by the billing specialists (future role)
• Support care team in answering questions, answering calls, and driving client satisfaction as it relates to a seamless billing experience
• Oversee a successful and effective client billing process that will have a direct impact on cash flow & client experience
• Work with the LTCI team to address any questions or discrepancies related to payment processing for long term care insurance
• Keep an accurate record of client accounts and outstanding balances and support care team in billing related issues
• Answer telephone and take requests for billing information; sort requests according to predetermined priorities and provide routine information; address and solve client questions and issues
• Retrieve information from internal resources to answer requests in support of client care activities requests appropriately
• Work across departments to research and resolve escalated client disputes and billing exceptions.

About you:

• 5+ years of work experience in Billing/Accounting/Long term care insurance role (home care experience preferred)
• Experience leading a team
• Bachelor's degree preferred
• Technical subject matter expertise in billing process in a B2C setting
• Knowledge of accounts receivable, collections, basic accounting procedures and internal controls
• Strong analytical skills with a data-driven mentality, high attention to detail, and demonstrated success in problem solving and synthesizing data to provide business insights and recommendations with excellent record keeping and ability to create procedural documentation
• Ability to navigate difficult conversations and situations thoughtfully and impactfully employing a high degree of judgment, professionalism, and empathy
• Defaults to a “partnership” approach to collaboration - listens, gathers data, and drives forward to next steps - which includes engaging stakeholders across all levels of the Care organization
• Proven ability to define and deliver upon metrics for successful evaluation of programs and to meet the strategic training needs of the Care organization