Manager, Customer Billing Operations

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.  

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.  

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.  

The Manager, Customer Billing Operations plays a key role in optimizing billing operations to enhance customer experience and improve financial efficiency. Leading a team, you'll drive data-driven improvements, streamline workflows, and resolve payment issues while ensuring operational excellence. By collaborating across departments and identifying opportunities for improvement, you’ll support Empower's mission of providing innovative, affordable medications and healthier lives for our customers.

• Oversees the daily management and optimization of billing operations, ensuring smooth customer service billing processes, including past-due collections, payment arrangements, and collaboration with clinics, providers, and pharmacies to resolve payments efficiently.
• Analyzes billing performance, implementing data-driven improvements to streamline workflows, reduce collections, accelerate clinic and pharmacy payments, and enhance overall billing operations, while driving team results and performance.
• Leads and develops a team of billing specialists, creating tools for success such as dashboards, reports, Standard Operating Procedures, and Key Performance Indicators to maintain transparency, track trends, measure team success, and inform strategic decisions.
• Ensures continuous training, communication, and preparedness for any changes to billing protocols, proactively identifying opportunities to improve billing efficiency and accuracy, and executing strategies to achieve these goals.
• Collaborates cross-functionally with customers, Customer Service, Operations, Finance, Sales, Legal and Compliance, Marketing, Information Technology, and other critical teams to ensure alignment and effective execution.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

• Exceptional leadership and problem-solving skills, with a data-driven approach to decision-making, the ability to communicate effectively with customers and management, and a proven track record of building high-performing teams.
• Strong customer service orientation, thriving in dynamic, fast-paced environments, and adept at fostering collaboration within team-oriented settings. Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

• Minimum of 8 years of experience managing customer service, financial collections, pharmacy operations, or related roles.
• High school diploma or equivalent required; Bachelor’s degree preferred in Business, Communications, Accounting, Finance or related fields preferred.

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/