Office / Collections Manager

Job Description

Job Description

Office / Collections Manager

Company: Serclean
Location: Athens, GA
Reports To: Aaron Dunckel, GM

About Serclean

Serclean is a trusted disaster restoration company specializing in water damage, fire damage, mold remediation, and environmental services. With 24/7 emergency response and insurance claim support, Serclean partners with homeowners and insurers to restore properties quickly and efficiently.

Position Overview

The Office / Collections Manager is responsible for overseeing all administrative, collections, invoices, and back-office operations, ensuring efficient workflow across invoicing, project coordination, insurance claims, and collections. This role leads multiple teams, drives productivity, and serves as a key liaison between operations, insurance carriers, and corporate leadership.

Key Responsibilities

Team Leadership & Operations Management

• Lead and manage multiple teams including:
  • Invoicing & Review Team
  • Project Coordinators
  • Negotiation Team
  • Collections Team
• Oversee daily workflow, file assignment, and workload balancing across teams
• Monitor productivity, quality, and turnaround times to ensure KPIs are met
• Provide ongoing coaching, feedback, and performance management

Claims & Revenue Cycle Oversight

• Oversee the full lifecycle of insurance claims from job completion through payment
• Ensure accurate invoicing, documentation, and compliance with insurance requirements
• Manage escalations related to claim disputes, denials, and underpayments
• Support negotiation strategies with carriers to maximize claim recovery

Collections & AR Management

• Partner with Collections Team Lead (Chelsey Reed) to:
  • Monitor aging reports and outstanding balances
  • Drive collections strategy and follow-up processes
  • Resolve complex or high-risk accounts

Cross-Functional Collaboration

• Work closely with field operations to resolve job-level issues impacting billing and claims
• Partner with General Manager on:
  • Employee performance evaluations
  • Productivity and KPI reporting to corporate
  • Complex job or claim resolutions

Process Improvement & Reporting

• Develop and refine workflows to improve efficiency and reduce claim cycle time
• Track and report on key metrics including:
  • Revenue cycle timelines
  • Team productivity
  • Claim success rates
• Identify bottlenecks and implement scalable solutions

Qualifications

• 5+ years of experience in claims management, office management, or revenue cycle (restoration, insurance, or construction industry preferred)
• Proven experience managing multiple teams or departments
• Strong understanding of insurance claims, billing, and collections processes
• Experience working with insurance carriers, adjusters, and TPA programs preferred
• Excellent leadership, communication, and problem-solving skills
• High attention to detail with strong organizational abilities
• Proficiency in CRM/claims management software (e.g., Xactimate, DASH, or similar tools preferred)

Key Competencies

• Leadership & team development
• Operational execution & accountability
• Claims negotiation & insurance knowledge
• Process optimization
• Analytical thinking & reporting
• Conflict resolution

Benefits

• Weekly compensation
• Medical, Dental, and Vision insurance
• 401(k) with company match
• Commission opportunities
• Company vehicle when applicable
• Company cell phone
• Paid time off and holidays
• Life insurance
• Certification and training support

Employment Disclaimer

Employment with Serclean is at-will and may be ended at any time by either the employee or employer, with or without cause or notice. This job description outlines general responsibilities and may not include all duties.

Serclean is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to any status protected by federal, state, or local law.

To learn more about our company, visit