Manager, Patient Services

US Acute Care Solutions•Virtual OH, OH

3d•$68,315 - $126,383•Remote

About The Position

The Manager of Patient Services is responsible to lead and optimize healthcare call center – combining strong people leadership with technology to provide best in class patient experience, improve operational efficiency, drive performance metrics and appropriately apply compliance standards. The Manager provides support to all clinicians and administrative staff in USACS facilities as well as hospital leadership and administration.

Requirements

Experience with omnichannel support (voice, chat, email, SMS) and patient engagement platforms.
Excellent time management and organizational skills.
Ability to maintain confidentiality.
Detailed analytical and problem-solving skills.
Ability to maintain patience and composure in difficult situations.
Ability to exhibit leadership by Demonstrating a commitment to teamwork Supporting alignment with company goals and objectives Assisting others to develop their knowledge of USACS and PS department Adapting to changes in a positive manner
Strong cross-functional collaboration skills and the proven ability to work effectively with numerous internal and external customers.
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.
Skilled at the creation of management dashboards, balanced scorecards, and process control visualizations.
Ability to effectively use presentations oral and written communication skills with numerous levels including clinicians, external agencies, and management.
Knowledge of HIPAA, FDCPA, TCPA.
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.

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.
Provide support to hospital contacts, executive leadership, Medical Directors and USACS clinicians on patient issues and compliant processes.
Partner with National Director of Patient Experience to coordinate and manage the patient services portion of the Scholar’s Program.
Collaborate with cross functional department leaders to problem solve and create continuous improvement & efficiencies across various departments and workstreams.
Build and maintain a positive, employee-focused work environment to enhance employee experience, retention and NPS scores.
Work with USACS Compliance and Legal functional areas to ensure compliance to all Federal, State and Local regulatory requirements.