Manager, Patient Services
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Job Description
Manager of Patient Services responsible for optimizing call center operations at USACS. Leading technology implementations and ensuring compliance while fostering team growth and performance.
Responsibilities:
- Manage and optimize technology systems and vendor operations including telephony, workforce management and contact center platform.
- Oversee hiring, training and evaluation of Patient Services staff, setting clear performance goals (KPIs) and participating in performance reviews.
- Lead change management for technology rollouts (new features, upgrades, add-ons), coordinate testing, create training materials, and ensure smooth adoption.
- Partner with IT and vendors to implement, configure, and maintain integrations between RCM applications and analytics/dashboards.
- Develops Patient Services leaders through coaching and mentoring by fostering an environment of transparency and continuous growth.
- Manage daily call center operations, including inbound/outbound calls, correspondence, patient billing & collections, and escalations.
- Use reporting and analytics tools to monitor KPIs (service level, AHT, abandonment, first-call resolution, schedule adherence, patient satisfaction) and drive continuous improvement.
- Partner with Quality Assurance team to monitor call quality and accuracy of information provided to patients to ensure compliance with company policies, SOPs, PCI standards, and industry regulations.
- Create and present department performance metrics presentations to leadership.
- Provide strategic direction, lead innovations and identify operational enhancements to deliver best in class service to callers and promote first call resolution.
Requirements:
- 3–5+ years of leadership experience in a healthcare revenue cycle, medical billing, or patient collections call center environment
- Bachelor’s degree in healthcare/business (or equivalent professional experience) required.
- Proven experience implementing/managing contact center technologies: ACD/IVR, CTI, VoIP, CRM, workforce management, and reporting tools.
- Experience with omnichannel support (voice, chat, email, SMS) and patient engagement platforms.
- Knowledge of systems and technology including Patient Engagement platforms, Electronic Health Records, Practice Management software, AI driven Call routing and chat solutions, workforce management systems, analytics and reporting dashboards.
- Knowledge of HIPAA, FDCPA, TCPA.
Benefits:
- Medical, dental, and vision insurance options
- Health savings accounts (HSA) and flexible spending accounts (FSA)
- 401(k) employee and employer contributions
- Paid time off, including vacation, sick leave, and company holidays
- Paid parental leave & family support benefits
- Short-term and long-term disability insurance
- Life and accidental death & dismemberment (AD&D) insurance
- Employee assistance programs & wellness resources
- Additional compensation may include bonus eligibility, equity, or other incentive programs
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