Manager, Patient Services

Job Posting Closing Date: Open until Filled

Where do you belong?

Your career is more than just a job, it's part of your life. Whether you’re a clinician, or non-clinical professional,  at USACS you'll feel a sense of connection working with clinicians and office staff who share your interests and values. We want you to love coming to work each day because you believe in what you do and the people with whom you work. We care about your success.

USACS also understands that location is important. We offer  career opportunities for clinicians and non-clinical support staff from New York to Hawaii and numerous points in between. Our supportive culture,  outstanding benefits and competitive compensation package is best in class.

Job Description

GENERAL SUMMARY: 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.

Location: Remote

ESSENTIAL JOB FUNCTIONS:

• 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.

KNOWLEDGE, SKILLS AND ABILITIES:

• 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.

EDUCATION AND EXPERIENCE: 

• 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.

Salary Range: $68,315-$126,382.75

Salary Range:

$68,315.00 - $126,383.00

USACS offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of our employees.

Benefits may vary based on role, location, and employment status, but generally include:

• 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, depending on the role.

Specific benefit offerings and eligibility will be provided during the hiring process and may be subject to change in accordance with applicable laws and company policies.