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Job Summary

The Patient Financial Experience Manager is responsible for Patient Financial Counselors in the call center, inpatient/outpatient clinical areas and the Patient Financial Advocates.  This role is responsible for managing revenue cycle operations and provide planning and organization to all activities related to customer service and patient financial advocacy that supports patient liability management functions, services and their optimal performance.


  • Provide oversight and management for supervisors and staff
  • Ensure timely, accurate, and satisfactory resolution of patient financial inquiries and/or disputes
  • Work in deliberate collaboration and close coordination with Revenue Cycle, clinical and department service areas to identify opportunities to improve the financial and operational performance of the healthy system. Ensure communication and collaboration with clinical operations related to financial counseling responsibilities
  • Act as liaison to back end business/billing services. Ensure communication and collaboration with billing partners to ensure accuracy and effectiveness of PFC performance.
  • Provide oversight to early out vendor to ensure satisfactory resolution of patient billing inquiries
  • Implement best practice process improvements to improve quality, efficiency and productivity in the call center
  • Develop goals and objectives for all Patient Financial Counselors and Patient Advocates. s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics
  • Provide planning, organization and management for all activity related to Health System Patient Financial Counselors (PFC).
  • Act as liaison to clinical areas regarding financial counseling and PFC interactions with providers and staff.
  • Assist director with budgeting and tracking expenses
  • Coach and mentor supervisors and staff to maintain high customer service standards related to the ideal patient financial experience
  • Determine needs related to staffing, work assignments, hiring/termination, performance reviews/performance improvement plans and professional development.  
  • Evaluate performance with key performance indicators for both productivity and quality (accuracy, call-waiting time etc.)
  • Prepare reports for different departments or upper management

Required Qualifications*

  • Bachelor’s degree in Business, Accounting, Finance, or equivalent work experience
  • Minimum of five years experience in healthcare
  • Knowledge of revenue cycle billing processes and practices
  • Five years experience with managing teams.
  • Able to communicate effectively with team members and management
  • Detail-oriented, good organizational skills, analytical, strong problem solving/investigative skills, and ability to be self-directed
  • Demonstrate personal integrity, enthusiasm and empathy to internal and external customers

Desired Qualifications*

  • Master’s Degree in Business, Accounting, Finance or equivalent degree
  • Knowledge of MiChart (Epic)
  • Knowledge of University policies and procedures, especially the UMHS Standard Practice Guide

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act.

Mission Statement

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.  Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.