Director of Physicians' Billing Office Customer Service

The Director of Physicians' Billing Office (PBO) Customer Service provides leadership and operational oversight for customer service, guarantor billing, collections, and credit and refund. This role ensures efficient, accurate, and patient-focused billing operations while driving strong financial performance, regulatory compliance, and service excellence.

The position partners with leadership, clinical departments, information technology teams, vendors, and Faculty Practice Group divisions to improve workflows, enhance systems, manage risk, and deliver consistent customer service standards. The Director is accountable for operational outcomes, staff performance, and continuous improvement across assigned units.

Key Responsibilities

• Lead daily operations for customer service, guarantor billing, collections, bad debt, and credit and refund processes.
• Establish service standards, policies, and procedures to ensure timely, accurate, and professional patient support.
• Manage managers and supervisors through coaching, performance management, staffing, and employee development.
• Review operational data, call center metrics, and audit results to identify risks and improve performance.
• Resolve complex billing issues, account escalations, payment discrepancies, and service concerns.
• Partner with hospital, physician group, and internal stakeholders to enhance patient financial experience.
• Oversee vendor relationships, outsourced services, and call center technology performance.
• Collaborate with IT teams on system enhancements, workflow integration, and data accuracy improvements.
• Provide dashboards, reports, and trend analyses to leadership to support decision-making.
• Ensure compliance with payer requirements, regulatory standards, PCI controls, and internal policies.
• Lead continuous improvement initiatives that increase efficiency, quality, collections, and patient satisfaction.

Required:

• Bachelor's degree in a related field or equivalent combination of education and experience
• Minimum 10 ot more years of progressive experience in patient billing, collections, or revenue cycle management
• Applies advanced knowledge of medical billing, reimbursement methodologies, and payer regulations, including Medicare and Medi-Cal
• Utilizes strong analytical skills to evaluate operational trends, financial outcomes, and performance metrics
• Exercises sound judgment when resolving complex billing, compliance, or operational issues
• Communicates clearly and effectively with physicians, patients, payers, vendors, and leadership
• Leads development and implementation of operational policies, procedures, and internal controls
• Manages large, multi-layered teams while balancing competing operational priorities
• Maintains thorough knowledge of revenue cycle systems and customer service platforms
• Builds collaborative partnerships across clinical, technical, and administrative functions
• Demonstrates proficiency with reporting tools and common business software, including Microsoft Excel
• Maintains confidentiality when handling sensitive patient, financial, or organizational information