Manager Pre-Services

Description

Your passion belongs at UNC Health. Join more than 56,000 teammates working together to improve the health and well-being of the communities we serve across North Carolina.

The Healthcare System Manager for the Revenue Cycle Estimates team provides operational, leadership, and strategic oversight for teams responsible for patient financial resource support, insurance benefit verification, and patient cost estimate creation. This role supports a patient-centered revenue cycle by ensuring accurate, timely, and compassionate financial communication throughout the care journey.

The Manager is responsible for directing daily operations, maintaining staff effectiveness, supporting supervisors with performance management, monitoring key performance indicators, and promoting standardized workflows that improve access, transparency, compliance, and financial outcomes. This position collaborates closely with clinical departments, scheduling teams, patient access, billing, coding, compliance, finance, and organizational leadership to support consistent revenue cycle performance and a positive patient financial experience.

The Healthcare System Manager is expected to model professional conduct, build trust across departments, communicate clearly, support staff development, and foster a service-oriented environment. The role requires sound judgment, attention to detail, operational discipline, and the ability to balance patient needs, staff support, compliance expectations, and financial performance priorities.

1. Provides leadership and direction for Estimates teams responsible for insurance verification and patient estimate creation across assigned service lines.

2. Oversees staffing, workload distribution, productivity expectations, and workflow prioritization to ensure timely completion of estimate needs.

3. Supports hiring, onboarding, training, coaching, and performance evaluation processes for assigned team members, ensuring staff have the knowledge, tools, and guidance needed to meet departmental and organizational expectations.

4. Maintains subject matter expertise in insurance benefits, payer requirements, estimate methodology, financial assistance resources, payment options, and patient responsibility calculations.

5. Ensures staff provide clear, accurate, and compassionate communication to patients and families regarding insurance coverage, out-of-pocket cost estimates, financial assistance options, payment expectations, and available resources.

6. Monitors operational performance metrics, including estimate turnaround time, quality, accuracy, productivity, escalation trends, and patient experience indicators.

7. Reviews data and reporting to identify workflow gaps, payer-related barriers, training needs, revenue leakage risks, and opportunities to improve patient financial transparency.

8. Partners with clinic leadership, scheduling, patient access, billing, coding, compliance, finance, information technology, and payer representatives to resolve operational issues and support coordinated revenue cycle processes.

9. Ensures departmental compliance with organizational policies, payer guidelines, privacy standards, regulatory requirements, financial assistance policies, and applicable healthcare revenue cycle practices.

10. Leads process improvement initiatives designed to improve patient access, strengthen estimate accuracy, decrease rework, enhance team productivity, and support price transparency.

11. Serves as an escalation resource for complex patient financial concerns, payer issues, estimate discrepancies, and interdepartmental workflow challenges.

12. Prepares and presents updates, dashboards, performance summaries, and recommendations to department leadership and other stakeholders to support operational decision-making.

13. Supports budget planning and resource management by evaluating staffing needs, volume trends, technology requirements, and operational priorities.

14. Promotes a culture of teamwork, accountability, service excellence, continuous learning, and alignment with the healthcare system's mission, values, and commitment to patient-centered care.

* Strong knowledge of healthcare revenue cycle operations, including patient access, financial clearance, insurance verification, prior authorization, patient estimates, billing, collections, and reimbursement processes.

* Demonstrated ability to lead teams, manage daily operations, coach staff, address performance opportunities, and promote a positive and accountable work environment.

* Ability to analyze data, interpret performance trends, identify root causes, and implement process improvements that support operational and financial goals.

* Excellent communication, collaboration, problem-solving, and customer service skills, with the ability to work effectively with patients, families, clinical teams, administrative leaders, and external partners.

* Working knowledge of privacy, compliance, payer, regulatory, and organizational requirements related to patient financial services and revenue cycle operations.

Other information:
Education Requirements:
* Bachelor's degree in an appropriate discipline.
Licensure/Certification Requirements:
* No licensure or certification required.
Professional Experience Requirements:
* Five (5) years of progressive experience in related field.
Knowledge/Skills/and Abilities Requirements:
* Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to specialized expertise.

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: PFE Coverage Coordination

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:Pay offers are determined by experience and internal equity

Work Assignment Type: Remote

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.