EO, Patient Account Resolution Manager

SUMMARY:

The Patient Account Resolution Manager is responsible for overseeing call center operations and driving performance towards achieving both service excellence and financial goals. This role focuses on managing a dedicated team to deliver outstanding patient service while effectively managing collections processes. With a strong emphasis on leadership, strategy, and team development, the manager will create a patient-first culture and implement efficient collections strategies. By fostering a positive and collaborative work environment, the Patient Account Resolution Manager ensures that performance targets are met while maintaining compliance and patient satisfaction.

DUTIES AND RESPONSIBILITIES:

• Oversee day-to-day operations of the Call Center to ensure smooth functioning and high performance.
• Analyze data to manage and optimize call center performance, ensuring that key performance indicators (KPIs) are consistently met.
• Develop strategies to improve patient satisfaction, call efficiency, reduce abandonment rates, and drive revenue growth through training on effective collections and exceptional service.
• Generate and present call center performance reports, identifying trends, areas for improvement, and developing action plans to achieve KPIs.
• Lead HR functions, including interviewing and hiring candidates, monitoring training progress, assigning new hires, coaching, counseling, and disciplining employees as needed.
• Administer schedules, ensure coverage, and enforce job expectations and policies.
• Provide coaching, guidance, and development opportunities for Supervisors, Team Leads, and agents to enhance performance in customer service, collections, and quality assurance.
• Collaborate with Corporate Trainers and Supervisory staff to design and execute training and development plans for both new and existing agents.
• Monitor employee activity to ensure accounts are worked effectively and consistently.
• Ensure the department complies with all relevant laws, regulations, and industry standards, including but not limited to HIPAA and data protection.
• Foster a positive and motivated work environment by encouraging teamwork, strong work ethic, and open communication.
• Maintain strong communication with all departments (employees, managers, trainers, QA specialists, and Client Services) to ensure effective problem-solving and coordination.
• Conduct monthly one-on-one meetings with direct reports to assess individual and team performance, identifying areas for growth and improvement.
• Manage high-level escalation calls, de-escalating situations and ensuring appropriate follow-up, including filing incident reports when necessary.
• Demonstrates flexibility to support business operations through rotating weekend and after-hours coverage when required
• Perform other duties as assigned to support departmental and organizational success.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge

• Knowledge of customer service best practices.
• Knowledge of client requirements and guidelines.
• Understanding of billing and recovery cycle.
• Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA.
• Complex knowledge of internal systems used by the department.
• Requires a strong understanding of contact center call handling strategies and how operational decisions impact key performance indicators such as abandon rate, service level, call volume, average speed of answer (ASA), occupancy, and customer experience outcomes. Must be able to interpret these metrics, identify trends, and implement strategies to improve performance.
• Working knowledge of Windows-based systems and Microsoft Office products.

• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, writing policy, and other office procedures and terminology.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Skills

• Negotiating and closing skills.
• Customer Service – Providing professional and empathetic support to callers.

• Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Speaking — Talking to others to convey information effectively.
• Writing — Communicating effectively in writing as appropriate for the needs of the audience.
• Time Management — Managing one's own time and the time of others.
• Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities

• Leadership – Ability to motivate, develop, and lead others.
• English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.
• Written Comprehension — The ability to read and understand information and ideas presented in writing.
• Written Expression — The ability to communicate information and ideas in writing so others will understand.
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Speech Clarity — The ability to speak clearly so others can understand oral communication.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Selective Attention — The ability to concentrate on a task over a period of time without being distracted.

WORK EXPERIENCE, EDUCATION AND CERTIFICATIONS:

• 5+ years of experience in a call center environment, with a background in collections, sales, customer service, or technical support.
• 5+ years of experience in customer service, with significant experience in a management role that includes collections responsibilities preferred.
• GED or High School Diploma required.
• Bachelor’s degree in healthcare, business, or related field. Can be substituted with experience in related fields

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

This position is based in an call center office environment and requires the following physical and mental abilities:

• This position is located in a standard office requiring prolonged periods of sitting, with occasional walking or standing.
• Regular interaction with internal teams, clients, and vendors through phone, email, and virtual meetings.
• The position may require working extended hours, weekends, or on-call availability to meet organizational needs or address urgent issues.
• Must be able to adapt to and manage multiple tasks simultaneously in a fast-paced environment.
• Some travel may be required for training, meetings, or other departmental needs.

• Ability to sit or stand for extended periods of time during meetings, calls, and while working at a desk or workstation.
• Frequent use of a computer, phone, and other office equipment, requiring repetitive hand movements, typing, and mouse usage.
• Ability to communicate clearly and effectively in person, via phone, and through virtual platforms.

• Ability to interpret written and verbal communication and provide clear guidance and instructions to team members.

TRAVEL REQUIREMENTS:

Some travel

Onsite Role in Huntsville, AL.