Overview

Job DescriptionJob DescriptionAbout UsPinnacle 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 .About this RoleThe 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 ResponsibilitiesLead, 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 expectatio