Revenue Cycle Manager

JOB DESCRIPTION Position: Revenue Cycle Manager Company: Western Flyer Express Classification: Exempt/Salary Reports To: Becky Wilson POSITION SUMMARY: This position is responsible for leading the operations of billing, credit compliance, and accounts receivable. The individual is responsible for implementing and enforcing policies and procedures, streamlining effective invoicing processes, coordinating with sales, operations, and customers for effective revenue collection. The individual will ensure effective customer onboarding and maintaining accurate customer accounts. This role involves planning, coordinating, and managing resources to implement change effectively, with a focus on technology, business processes, and change management. This position requires a strong leader with the ability to prioritize, strategize, and motivate key stakeholders. RESPONSIBILITIES AND DUTIES: • Maintain comprehensive knowledge of company operations, customers, products, and equipment; including operational characteristics which affect pricing, billing, and collections. • Interview, hire, train, and coach billing and accounts receivable staff to maintain a highly accountable and productive team • Appraise employee performance for assigned reports including administration of the company disciplinary policy where applicable • Oversee implementing an effective framework for balancing workload assignments, team member scheduling, and work distribution • Develop and analyze department monthly KPI • Manage an effective Customer Onboarding process for all company entities • Inside Sales Coordination: monitor effective new broker setups, manage credit assessments, negotiate and approve payment terms, and ensure compliance with company credit limits. • Ensure accurate setup of customer information, including rates, customer master files, and AS400 accuracy • Create and maintain organized, easily accessible customer folders for efficient information retrieval. Ensure effective customer requirement implementation and coordination of same with all needed parties. • Ensure accurate accessorial and customer/billing notes in all FSC rate documents • Monitor and communicate customer rate or process changes, ensuring all teams are aligned. • Ensure credit approval and limits follow established company policy across all company entities. • Process credit alerts and involve outside collections as needed. • Act as the primary liaison between the customer and internal teams, ensuring clear communication and advocating for exceptional customer service and to build external relationships among customers to enhance the performance and reputation of the company. • Lead Customer Issue Resolution: Resolve large-scale customer issues by collaborating with internal teams to find effective solutions and ensure smooth communication. • Monitor and approve rebills, adjustments, write-offs, or refunds. Ensure the root cause is identified and implement process improvement. • Read and interpret customer contracts and rate agreements to troubleshoot issues and correct root cause issues. • Understand and effectively manage the Fuel Surcharge schedule and accessorial charges to ensure accurate invoices and collections • Liaison with Pricing to evaluate, identify, and correct rate slip or contract issues • Lead initiatives and manage projects to streamline invoicing and collections • Communicate effectively with all internal staff, customers, drivers, and field personnel to troubleshoot, train or redirect processes to improve invoice accuracy & effective collection for all services performed • Provide Certificate of insurance to customers as required • Other duties as assigned by management. REQUIRED SKILLS AND ABILITIES: • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers, colleagues and managers. • Supervisory experience with strong leadership skills and an ability to motivate direct reports • Demonstrated track record for improving process efficiencies, performing strategic planning, and solving problems • Exceptional analytical and problem-solving skills • Ability to manage multiple projects concurrently • Ability to maintain confidentiality in daily operations. Ability to exercise sound judgment and to apply discretion in handling confidential information. QUALIFICATIONS: • Bachelor’s degree preferred. An equivalent combination of relevant education, training, and experience that demonstrates the knowledge, skills, and ability to effectively perform the functions of this position may be considered • Strong MS Office skills with special emphasis on Excel • Technologically proficient, individual must be able to effectively operate computer systems to complete essential job functions PHYSICAL REQUIREMENTS: • Prolonged periods sitting at a desk, working on a computer, and talking on the phone. • Must be able to lift up to 15 pounds occasionally. PERSONAL CORE COMPETENCY EXPECTATIONS: • Personal Awareness & Responsibility o Positive outlook on life, viewing situations optimistically, practicing self-compassion, and developing resilience. Approaching challenges constructively and with a belief in the possibility of positive outcomes. o High levels of initiative; exhibit a sense of urgency and is results-oriented; works well under pressure and meet deadlines o Always defines and practices moral and ethical behavior o Remains professional when interacting with employees, colleagues, vendors, and/or customers o Able to work extended hours or travel when required • Communication o Clearly expresses needs, wants, and opinions clearly and respectfully, without offending the sensitivity of others and ensuring your message is understood. o Listens for understanding, asks for input; gives and receives feedback effectively o Maintains composure and exhibits empathy and humility when expressing opinions and ideas o Competent writer of business letters, emails, operating procedures, and proposals • Leadership & Accountability o Understands when to rally resources; facilitates others in the decision-making process o Remains flexible with decisions o Explaining unpopular decisions clearly, empathetically, and proactively to gain understanding and support. o Exhibits attention to detail and is highly organized o Make no excuses and take full responsibility for your own actions o Keeps commitments and can be counted on to do what he/she says is going to be done o Follows up regularly and monitors progress of tasks to ensure that things stay on track • Creative & Critical Thinking o Conceptual: Thinks in abstract terms, to see the ‘big picture’ and understand how the various parts of an organization and idea can fit together o Converts findings into meaningful and useful information for making decisions or taking specific actions o Knows where to resource and how to apply information creatively to specific tasks or problems o Keeps abreast of current product developments and trends; synthesizes new solutions to problems • Interpersonal/Diversity o Accepts others’ opinions in a non-judgmental way o Examine one’s own biases and behaviors to avoid stereotypical actions or responses; exhibits behavior which excludes any biases • Managing Change o Remains flexible; embrace and participate in the evolution of the department and company o Manages and supports change with a systematic approach to implement new processes, technologies, or structures while mitigating negative impacts on people and the organization. • Collaboration o Collaborate on projects and with others effectively o Acknowledges other team members’ concerns and contributions o Is aware of the effect of one’s actions, behaviors, and decisions on others; apply personal filter to enhance the work of a team, both inside and outside the organization o Effectively resolves conflict while building trust o Facilitates team effectiveness; works with, understands, and motivates other people as individuals or in groups to reach a common goal