A client of Insight Global in the Healthcare Industry in Charlotte is seeking an Operation Manager for Patient Engagement. This leader is responsible for overseeing the collection of payments from patients, patient engagement & outreach, customer service and ensuring that all collections processes are efficient and effective. This role includes managing up-front collections, external collections, setting and monitoring collection metrics, and leading a team to achieve financial goals. This person will report to a Revenue Cycle Director and will be responsible for technical duties as well as team building & development and helping roll out and drive company initiatives. Additional duties include but are not limited to:
Implement and manage up-front collection processes to ensure timely payment from patients, prioritizing onsite collections across global PAA markets.
Train staff on up-front collection techniques and policies for both internal and external staff.
Monitor and improve the effectiveness of up-front collection strategies.
Manage relationships with external collection agencies.
Oversee the transfer of delinquent accounts (bad debt) to external collections.
Monitor the performance of external collection agencies and ensure compliance with company policies and regulations. Providing collection benchmarks for external vendors.
Lead, mentor, and develop a team of collection specialists.
Conduct regular performance reviews and provide feedback to team members.
Foster a positive and productive work environment
Monitor all communication engagement platforms: Text to pay, IVR and Dialer, and email and statements
Ensure clear and compassionate communication with patients regarding their financial responsibilities.
Address and resolve patient inquiries and disputes related to billing and collections.
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Bachelors Degree or 5 years experience in a healthcare collections leadership role
Experience managing 10-15 people
Strong customer service & patient outreach skills
Experience with medical billing software & proficient with Microsoft Suite
Adaptable to change & the ability to problem solve
Familiarity with dialing technology
Professional & well spoken - ability to present to executive leaders
Experience with vendor management & vendor implementations
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.