The duties and responsibilities of a billing department vary widely depending on the industry in which the department operates and the client(s) it services. However, successful and well-managed billing departments share some constants. For example, an effective billing manager must show solid leadership skills, demonstrate a working knowledge of collections and billing practices and have an ability to motivate staff members on a consistent basis.

Design a workable billing schedule to ensure that billing and payment cycles are completed in a timely manner and in accordance with quality control standards. Provide staff with copies of billing policy procedures and a company handbook for easy reference.

Oversee quality control checks. Monitor written and verbal communications between staff and clients. Look for compliance with collections and billing procedures as well as examples of properly executed adjustments and write-offs.

Implement training courses for staff members on company procedures and standards. Offer cold and soft calling techniques, negotiation tips and software training.

Manage reports on billing and collection activities. Provide clients with copies—not originals—of such reports. Collate information across other billing departments to document accounts in one place.

Hold regular staff meetings. Analyze operational volume and impose changes as necessary. Keep morale high by acknowledging staff members who deliver a high level of performance, show a history of effective communications to management and follow staff members as well as impart a positive impression on the organization and billing department.


Update your billing department's computer system as new technologies become available.