Job Description

Job title: Customer Service Manager

Length: 6 month CTH

Location: Remote: MD, VA, FL, DE, PA

Position Summary:

We are seeking a seasoned Director of Enterprise Customer Service to lead a high-performing customer service team supporting both professional and hospital billing within an academic health system. This leadership role is fully remote and requires strong operational management skills, a deep understanding of hospital receivables, and the ability to drive efficiency and innovation in a fast-paced call center environment.

Key Responsibilities:

Direct the daily operations of a remote enterprise customer service team handling single billing across hospital and professional services.

Lead a team of 40–50 representatives, including 4 supervisors and team leads.

Drive performance through coaching, team building, and a focus on quality and accountability.

Leverage strong knowledge of Epic and patient accounting systems to enhance operational workflows.

Ensure a high standard of customer experience, combining empathy with efficient issue resolution.

Partner with internal departments to maintain subject matter expertise and build credibility.

Identify and implement opportunities for technology adoption, including AI tools, to improve service delivery.

Serve as a strategic leader, capable of making firm decisions, resolving escalations, and influencing change.

Qualifications:

Education:

Bachelor’s degree in Accounting, Business Administration, Health Administration, Finance, or related field; or

15 years of direct management experience in hospital receivables within an academic health system.

Experience:

Minimum of 7 years of progressive financial and hospital receivables management experience.

At least 4 years in a direct leadership role.

Background in customer service within a business office setting.

Experience managing in a high-volume call center is strongly preferred.

Proficiency with Epic systems and familiarity with emerging technologies, including AI.

Ideal Candidate Attributes:

Strong managerial presence with the right balance of empathy and decision-making.

Excellent communication and listening skills.

Technologically savvy and open to innovation.

Proven ability to build trust and credibility across departments.

Medasource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Benefits & Perks:

Medasource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.

Pay Disclaimer:

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

JO-2505-168655

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