Zero Balance Manager, Denials

The Zero Balance Manager is responsible for leading and optimizing Zero Balance Review operations, focused on identifying and recovering hospital claims deemed "zero balance" and closed by client hospitals. This role requires deep expertise in hospital reimbursement, coding, and payer behavior, along with the ability to drive strategy across large, complex claim inventories. The Manager serves as a strategic leader, ensuring operational excellence, team performance, client satisfaction, and consistent financial outcomes.

• Lead, develop, and mentor Zero Balance team members, fostering a high-performance, accountable culture.
• Oversee the full employee lifecycle, including hiring, onboarding, training, performance management, and succession planning.
• Establish clear expectations, performance metrics, and accountability across the team.
• Directly coach and develop Supervisors, strengthening leadership capability, decision-making, and accountability within the team.
• Provide leadership across multiple layers of the department, ensuring alignment, consistency, and accountability across both direct and indirect reports.
• Hold Supervisors accountable for team performance, including productivity, quality, and adherence to workflows and service level expectations.
• Provide ongoing coaching and leadership to drive quality, productivity, and professional development.
• Define and execute Zero Balance recovery strategies across large and complex claim inventories.
• Drive operational efficiency, scalability, and continuous improvement across workflows and processes.
• Monitor team performance, identify trends, and implement action plans to improve outcomes and recovery rates.
• Ensure adherence to workflows, compliance standards, and quality expectations through oversight and governance.
• Serve as a senior subject matter expert in hospital reimbursement, payer behavior, and zero balance recovery strategies.
• Oversee complex claim analysis, ensuring accurate evaluation of payments against contractual reimbursement.
• Guide team application of coding knowledge (CPT, ICD-10, modifiers) to maximize recovery success.
• Provide direction on escalated claims, payer issues, and recovery opportunities.
• Act as a primary point of contact for client relationships, ensuring satisfaction, transparency, and trust.
• Lead client communications related to performance, escalations, process improvements, and strategic initiatives.
• Partner with internal stakeholders to align on client needs, expectations, and deliverables.
• Facilitate discussions to address client concerns and drive resolution of operational challenges.
• Partner with Technology, Data Analytics, Product, and Operations teams to resolve claim, payment, and system issues.
• Support development and enhancement of tools, reporting, and processes to improve outcomes.
• Collaborate on enterprise initiatives and special projects to advance organizational goals.
• Establish and oversee quality control programs to ensure accuracy, compliance, and due diligence.
• Analyze performance data and reporting to drive informed decision-making and continuous improvement.
• Ensure timely and accurate submission of bill packets, appeals, and follow-up activities.
• Drive measurable financial results through effective recovery strategies and team execution.
• Identify opportunities to increase revenue recovery and improve client outcomes.
• Align team priorities with organizational goals and financial targets.
• Monitor and evaluate individual and team performance, ensuring alignment to productivity, quality, and behavioral expectations; proactively address performance gaps through clear accountability, coaching, and structured follow-up.
• Provide timely, direct, and constructive feedback, including leading difficult conversations with professionalism and respect; build trust-based relationships that foster accountability, engagement, and continuous improvement.
• Make employment decisions, including corrective action and termination, in alignment with company policy and business needs.
• Other duties as required.

• High School Diploma or GED required. Associates or Bachelor's Degree and CRCR Certification a plus.
• 5+ years' experience in healthcare field working in zero balance line of business.
• 5+ years' client facing/customer services experience.
• 2-5 years supervisory experience.
• 5+ years' experience with commercial/government billing and collections.
• Proven experience in hospital revenue cycle operations, with a strong focus on zero balance or underpayment recovery.
• Demonstrated ability to identify recovery opportunities within large claim inventories.
• Experience working with payer portals, claims systems, and healthcare revenue cycle technology platforms.
• Expert level understanding of insurance payer/provider claims processing/payer contracts and subsequent data requirements.
• Experience supporting outsourced zero balance or contingency-based recovery programs.
• Must have strong computer proficiency and understand how to use basic office applications, including MS Office (Word, Excel, and Outlook).
• Timely and regular attendance.
• Equivalent combination of education and experience will be considered
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Practices and adheres to EnableComp's Core Values, Vision and Mission
• Must demonstrate exceptional interpersonal skills and exhibit an approachable nature to answer questions from Revenue Specialist/Analyst team members and mentor and train others regularly.
• Can-do attitude with service-oriented approach and strong sense of urgency with skills to develop and coach team members.
• Must be a self-starter and able to work independently without direct supervision.
• Proven written and verbal communication skills.
• Strong analytical and problem-solving skills.
• Appropriately handle stress and interact cooperatively with others (at all levels of the organization).
• Proven experience working with external clients; strong customer service skills and business acumen.
• Ability to prioritize and manage multiple competing priorities and projects concurrently.
• Experience communicating obstacles & challenges and developing action plans to present to management.
• General office environment; must be able to sit for long periods of time.