Patient Friendly Billing (PFB) Phone Services Manager
Job ID: R0028061 | Patient Finance | Full time | Charlottesville, VA
The Phone Services Manager, Patient Friendly Billing oversees the daily operations of assigned staff within the call center area of the Patient Friendly Billing (PFB) for the UVA Health System. The Manager ensures the assigned area meets or exceeds service goals and that all contacts and inquiries are handled in an efficient, accurate, courteous, professional and timely manner.

  • Manages the day to day operations of the PFB call center, which acts as the primary point of contact for calls regarding patient concerns.

  • Assures compliance with state law mandates on collections associated with the Medical Center's status as an agency of the Commonwealth.
  • Ensures an optimum environment for the efficient collections of accounts and is responsible to ensure that the quality and quantity of the contacts meet/exceed service goals and that all inquiries are handled in an efficient, accurate and timely manner. This includes driving improvement in customer satisfaction, employee development and retention, and overall operational efficiencies.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Assumes responsibilities for professional development of self and contributes to and assists with the professional development of others.
  • Strengths and opportunities for professional development are identified and setting goals for self- improvement are set and documented appropriately.
  • Identified goals for professional development are met through a variety of educational forums.
  • The education and development of others is fostered by sharing information learned through individual professional development.
  • A positive environment conducive to professional development of coworkers is demonstrated on an ongoing basis including, but limited to, perception, mentoring, teaching, orienting, role modeling and team participation.
  • Participates in activities to promote staff engagement.
  • Develops, maintains and reports on standards of performance.
  • Annual mandatory training activities are completed within established time frames.
  • Other duties as identified by PFB Management.



  • Bachelor's degree required


  • 3 years of management and/or supervisory experience in healthcare, or similar customer oriented business.


  • Knowledge of and experience utilizing a personal computer.
  • Word processing and spreadsheet skills required.
  • Experience utilizing billing application software required.


This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

COVID Vaccination Requirement

Due to the scope of President Biden's Executive Order 14042 issued in early September, all University employees, including remote employees, must receive their final vaccination dose by January 4, 2022, unless they have a University-approved religious or medical exemption. The University has updated policy SEC-045 to reflect these new requirements.

If hired by the Academic Division, excluding School of Medicine, School of Nursing, UVA Physicians Group, and the Health Systems Library, you will be required to provide proof of vaccination or be willing to be vaccinated by January 4, 2022. Academic employees may apply for a University-approved medical or religious exemption.

Note: Some medical and safety-sensitive positions require vaccination and are not eligible for an exemption. For more information on how vaccination requirements will apply to you, please visit the UVA New Hire Vaccination Requirements webpage.

Tina Rosson
Tina Rosson
Connect on LinkedIn

Charlottesville, VA
Charlottesville, VA 22908
Let’s talk about your future with UVA.
Contact me to learn more about our future opportunities.
Optionally, you can provide more information about yourself. We accept .doc, .docx, .txt and .pdf file types.
Tina Rosson
Tina Rosson
Connect on LinkedIn

Working here.

Since 1979, UPG has been the clinical partnership group managing, growing and providing direct patient care for all UVA entities. This strategic partnership allows UVA to expand on education, technology, diagnostics, resources and facilities while the teams at UPG can focus on managing and delivering high-quality, multi-specialty care.

The expansive network of UPG providers and clinical support teams work together to deliver world-renowned care to patients at UVA Medical Center in Charlottesville and in 24 primary and specialty care clinics located throughout central and northern Virginia.

Quality of Life

Charlottesville, Virginia is one of the nation’s most charming and picturesque places to live and work. Our area boasts many excellent restaurants, wineries and craft breweries; historic sites; Shenandoah National Park and Skyline Drive; and a great selection of homes in welcoming neighborhoods, as well as urban and rural locations. Public transportation is excellent, and you’re just a short drive from the beach or Washington, D.C.