Customer Service Manager

Wilshire hires only the brightest and most experienced professionals in the healthcare revenue cycle management industry.  Wilshire will take the time to get know you and your employment history.  We will then place you in a role that will lead to a path of career success.  

About The Wilshire Group 

The Wilshire Group, a renowned boutique consulting firm in Los Angeles, specializes in revenue cycle optimization and fostering effective collaboration between operational and IT facets.  With a robust track record of aiding over 100 healthcare systems nationwide, our team thrives on professionalism, efficiency, and adaptability.

Our core values- professionalism, efficiency, and flexibility- underscore our commitment to creating an inclusive and dynamic workplace.  We embrace diverse narratives and believe in offering opportunities to exceptional individuals who bring their best to the table.

We are currently offering a contracted interim position at one of US News Best Hospitals 2022-23.  This position caters to top performers seeking a professional environment that acknowledges and values their dedication and proficiency.  While this role doesn’t offer benefits, it presents an opportunity to work within an organization that encourages talented individuals to surpass conventional boundaries.

Join us at The Wilshire Group, a place where talented professionals find a home to showcase their skills and contribute meaningfully to the healthcare landscape.

Why Wilshire? Employee Testimonial

“The number of RCM subject matter experts I get to work with each day is unreal.  Working alongside and as part of this team to help shape the RCM space is exciting.”-Patti Consolver, Director of Business Development 

This is a direct hire position.  Salary Range: Minimum $37.87/hour - Maximum $​​​​66.28/hour. Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

Job Summary

Job Title: Revenue Cycle Management Customer Services Manager
Location: Remote (U.S. Based)
Job Type: Full-Time, Monday–Friday (40 hours/week) (Days)
Department: Patient Financial Services – Physician Billing
Reports To: Director of Revenue Cycle 

Position Summary:

The Revenue Cycle Management Customer Services Manager (CSM) is responsible for overseeing all operational aspects of the Customer Service Team within Patient Financial Services for Physician Billing. This remote role plays a pivotal part in ensuring a high-quality patient experience and efficient resolution of billing-related inquiries. The CSM must demonstrate a strong understanding of the full revenue cycle and bring a service-first mindset that aligns with our organization's commitment to excellence.

This role requires the ability to lead and develop a team of empathetic, high-performing representatives who are trained to identify, investigate, and resolve patient concerns with courtesy, clarity, and professionalism. The CSM will work cross-functionally with departments across the organization—from front-end registrars to C-suite leadership—and must bring advanced communication skills, technical competence, and operational insight to drive team success.

Key Responsibilities:

• Manage day-to-day operations of the Customer Service Team for physician billing within Patient Financial Services.

• Hire, train, mentor, and retain a team of representatives with a high degree of empathy and professionalism.

• Monitor call center performance using call distribution systems and reporting tools to track and improve team metrics.

• Ensure timely and effective resolution of patient billing inquiries while upholding quality service standards.

• Collaborate with cross-functional teams, including registration, coding, billing, and IT to resolve systemic issues and improve processes.

• Develop and implement training and quality assurance programs to ensure consistent service delivery.

• Analyze service trends and develop strategies to optimize customer satisfaction and operational efficiency.

• Maintain a deep understanding of payer contracts, billing regulations, and reimbursement practices.

• Leverage Epic and other patient accounting systems to support issue resolution and improve transparency.

• Establish and maintain strong working relationships with internal and external stakeholders, including hospital leadership.

• Produce and present performance reports, identify areas of improvement, and drive strategic initiatives within the team.

Required Qualifications:

• Bachelor’s degree in Accounting, Business Administration, Health Administration, Finance, or a related field
  OR
  15 years of direct management experience in hospital receivables within an academic health system.

• Minimum of 7 years of progressive experience in financial operations or hospital receivables management within a healthcare setting.

• At least 4 years of direct supervisory or management experience.

• Strong background in customer service operations within a healthcare business office or revenue cycle setting.

• In-depth knowledge of the complete revenue cycle process.

• Proficiency with Epic and call center systems, including metrics and performance dashboards.

• Understanding of payer contracts and insurance reimbursement practices.

• Demonstrated success in coaching teams, driving performance, and fostering positive workplace culture.

• Exceptional interpersonal, communication, and conflict resolution skills.

• Proven ability to influence and collaborate at all levels of the organization.

Preferred Skills:

• Experience with academic medical centers or complex health systems.

• Six Sigma, Lean, or other process improvement training is a plus.

• Bilingual skills (Spanish/English) are a plus.

Wilshire is honored that you have taken the time to review/apply to our open position.  We will now take the time to review your experience and be in touch with you soon.