Patient Financial Services Call Center Manager

ClearBalance HealthCare • Nashville, TN

2d

About The Position

The Patient Financial Services Call Center Manager is responsible for leading and optimizing patient financial engagement and revenue cycle operations within a call center environment to ensure timely, accurate, and compliant revenue collection for our partner hospitals’ patient responsibility. This role provides direct oversight of inbound and outbound patient outreach teams, driving performance through effective coaching, workforce management, and adherence to call center best practices. The manager ensures regulatory compliance across all revenue cycle activities, analyzes financial and operational metrics to improve efficiency and outcomes, and partners cross‑functionally to enhance the patient financial experience while maximizing sustainable revenue performance.

Requirements

• High School diploma required, Bachelors preferred
• Demonstrated leadership experience in a call center, revenue cycle, customer service, or other customer‑facing operational environment, with responsibility for team performance and outcomes.
• Strong verbal communication and interpersonal skills, with the ability to set professional standards, coach teams, and model effective, patient‑centric communication.
• Proven ability to navigate and guide teams through sensitive or escalated conversations, applying empathy, sound judgment, and de‑escalation techniques.
• Experience managing operations in a fast‑paced, high‑volume call center environment, including prioritization, workload management, and performance monitoring.
• Thorough understanding of compliance‑driven processes, with the ability to train, enforce, and monitor adherence to scripts, policies, and regulatory requirements.
• Proficiency with CRM systems, call center technologies, and performance reporting tools, with the ability to interpret data and drive operational improvements.
• Highly organized, detail‑oriented leader with a strong sense of accountability and the ability to work independently while collaborating effectively with cross‑functional teams.

Responsibilities

• Establish and lead a new revenue cycle call center team, including defining team structure, workflows, performance standards, training programs, and operational processes to support scalable and sustainable growth.
• Oversee inbound and outbound patient financial outreach operations within a high‑volume call center environment to ensure timely account resolution and consistent patient engagement.
• Support teams responsible for educating patients on payment options, financial assistance programs, and payment plans, ensuring information is delivered accurately, clearly, and compassionately.
• Establish, monitor, and improve payment plan workflows and enrollment processes, ensuring teams effectively guide patients through setup, terms, and ongoing expectations.
• Coach and mentor staff on active listening, needs assessment, and effective handling of sensitive financial conversations, ensuring appropriate guidance and resource utilization.
• Ensure consistent adherence to approved call scripts, compliance regulations, privacy standards, and internal policies, proactively addressing gaps through training and quality assurance activities.
• Manage and monitor patient account workflows, serving as a critical operational link between clinical services and revenue cycle functions to ensure services rendered are accurately translated into revenue.
• Identify trends, recurring issues, or system challenges impacting account resolution and escalate or partner cross‑functionally to implement sustainable solutions.
• Drive call center performance by setting expectations, monitoring KPIs, and implementing process improvements to meet or exceed metrics related to productivity, quality, adherence, and patient satisfaction.
• Foster a culture of professionalism, accountability, and empathy within a fast‑paced, metrics‑driven call center environment, balancing efficiency with a positive patient financial experience.
• Establish training, scripts, and escalation guidelines to ensure consistent, accurate, and compliant insurance and balance explanations across the team.
• Monitor balance‑related inquiries and escalations to identify trends and partner with internal and hospital stakeholders to improve billing communication and patient understanding.
• Define and oversee standardized charity and presumptive screening workflows aligned with partner hospital policies, regulatory requirements, and patient experience objectives.
• Track and analyze financial assistance referral outcomes to ensure equitable application, operational consistency, and downstream impact on patient experience and revenue performance.
• Protect company and customer data at all times.
• Complete all required company training related to information security and data protection.
• Adhere to security best practices, including prevention of phishing, shoulder surfing, and unauthorized data sharing.
• Never record or share sensitive information without proper authorization and identity verification.
• Maintain working knowledge of the Bank Secrecy Act (BSA) and ClearBalance policies supporting BSA compliance.
• Perform all duties in full compliance with applicable laws, regulations, and ClearBalance policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED