Director of Billing Customer Service Position Available In St. Louis City, Missouri

Director of Billing Customer Service EmpowerMe Wellness – 3.2 St.

Louis, MO Job Details Full-time Estimated:

$65.6K – $90.7K a year 8 hours ago Qualifications Customer service Call center experience 5 years IVR Medical billing Senior level

Leadership Full Job Description Overview:

A tech-enabled, multidisciplinary healthcare organization, EmpowerMe Wellness is on a mission to improve the lives of seniors. EmpowerMe enriches senior living communities nationwide through our fully integrated healthcare model, which features on-site care coordination, therapy, and pharmacy services. Headquartered in St. Louis, Missouri, our 3,500+ team members drive positive outcomes and build healthier, happier tomorrows for older adults. To learn more, visit empowerme.com today. We are seeking a Director of Billing Customer Service to lead and elevate our patient-facing billing support team. This individual will be responsible for overseeing the operations related to patient statements, inbound call and email inquiries, and overall satisfaction with the billing experience. Managing patient revenue of over $700K per month and over 200 patient inquiries daily across two lines of business, this leader will drive performance through process optimization, employee engagement, and operational excellence.

Responsibilities:

Your essential duties include the following: Leadership & Management Lead, mentor, and inspire a high-performing customer service team handling all patient billing inquiries Build a culture of empathy, accountability, and results across a hybrid or remote workforce Serve as a player-coach when needed, stepping in to support escalated patient concerns Operations & Oversight Oversee the accurate and timely distribution of patient statements Monitor and improve KPIs, including call response time, resolution rate, call abandonment, and patient satisfaction Collaborate closely with billing, revenue cycle, and compliance teams to ensure consistent messaging and accurate billing responses Technology & Tools Manage and refine Interactive Voice Response (IVR) systems; work with vendors and IT to implement updates or improvements Utilize Monday.com as a centralized work management tool to track tasks, manage workflows, and create reporting dashboards Partner with BI or analytics teams to extract and interpret call center reports and productivity data Continuous Improvement Identify trends in patient concerns and billing issues and proactively implement process changes to reduce repeat inquiries Develop and deliver training content to ensure team members have the tools and knowledge to succeed Recommend policy and system improvements to enhance efficiency and the overall patient experience Perform other duties as assigned that are consistent with qualifications, professional practices, and ethical standards Tasks and responsibilities are subject to change at your supervisor’s discretion Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Qualifications:

Required:

5+ years of leadership experience in a healthcare revenue cycle or billing customer service setting 5+ years of experience in medical billing, patient accounts, or related revenue cycle functions Strong understanding of call center operations, including IVR setup and performance metrics Proven experience leading a team with empathy, optimism, and a focus on growth and development

Preferred:

Therapy (PT, OT, ST) billing experience Familiarity with Monday.com or other collaborative work management platforms Experience in a multi-site or multi-service line healthcare organization

Ideal:

A collaborative leader who understands that exceptional patient service starts with an engaged, empowered team Data-driven and process-focused, with the ability to turn metrics into action Calm under pressure and exceptional at managing competing priorities Tech-savvy, proactive, and always looking for ways to make things better — for patients, team members, and the business

Work Environment & Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. An individual should possess the physical ability to lift/move 20lbs, maintain a stationary position, move freely, operate equipment, ascend/descend freely, position self to reach equipment above or below average standing height, and communicate with employees throughout the organization. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; sit; stoop; walk; use hands and fingers to handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. This employer is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the employer will provide reasonable accommodations to qualified individuals with disabilities and encourages prospective employees and incumbents to discuss potential accommodations with the employer.