Sr. Manager, Patient Collections

Job Description

Job DescriptionDescription:

GENERAL SUMMARY

The Sr. Manager, Patient Collections is highly organized and customer centric who leads a team responsible for managing patient billing inquiries, patient balance follow-up, and collections efforts for all Solaris affiliates . The Sr. Manager, Patient Collections will oversee the operations of the patient customer service team, ensuring that patient calls are answered professionally, collections targets are met, and patient concerns are handled effectively. This position will be critical in developing strategies to streamline patient collections, address billing-related questions, and improve overall patient satisfaction while ensuring timely recovery of patient balances.

This position will also collaborate closely with IT, revenue cycle, and operations teams to enhance the workflow related to patient billing and collection activities. The Sr. Manager, Patient Collections will be responsible for developing and managing call center metrics, production goals, and quality assurance processes to ensure optimal service delivery and consistent performance.

Requirements:

ESSENTIAL JOB FUNCTION/COMPETENCIES

The responsibilities and duties described in this job description are intended to provide a general overview of the position. Duties may vary depending on the specific needs of the affiliate or location you are working at and/or state requirements. Responsibilities include but are not limited to:

• Oversee the patient customer service team, managing inbound calls, email inquiries, patient correspondence received, and other forms of patient communication related to billing and patient balances.
• Develop and implement scripts for commonly asked patient questions and ensure that patient service representatives maintain professionalism in speech and demeanor during all interactions.
• Ensure that patient concerns regarding billing are addressed in a timely and accurate manner, fostering a positive patient experience while maintaining compliance with billing practices.
• Manage call queues and ensure that call center statistics such as abandonment rate, average speed of answer, and average talk time meet the organization’s expectations.
• Monitor call volume and staffing needs to ensure efficient operation and appropriate coverage during peak call times.
• Track and analyze reasons for patient inquiries to identify upstream issues and work with relevant departments (e.g., revenue cycle, operations, clinical) to address and resolve recurring concerns.
• Develop and implement production and quality metrics for both inbound call handling and outbound collections activities.
• Regularly track team performance against established metrics and provide feedback to team members to ensure goals are met and patient satisfaction is maintained.
• Monitor and assess collection activity to ensure that collection efforts are both efficient and compliant with regulatory guidelines.
• Oversee outbound patient collections activity, ensuring that patient balances are followed up on in a timely and professional manner.
• Develop collection strategies that address options for patients to finance balances as well as offering extended payment arrangements and financial hardship when appropriate.
• Ensure that all collection efforts comply with applicable laws, including HIPAA and other relevant regulations.
• Provide feedback to the revenue cycle, operations, and clinical teams on patient balance issues to improve upstream processes and reduce the incidence of billing-related inquiries.
• Collaborate with the revenue cycle team to ensure that patient statements are clear and that billing issues are addressed proactively.
• Work with clinical teams to understand and resolve any billing-related concerns stemming from medical procedures or treatment-related discrepancies.
• Work with IT and revenue cycle teams to develop a seamless data feed for transferring patient balances to collections agencies as appropriate.
• Oversee the transfer of accounts to collections agencies, ensuring that all required documentation and patient communications are in place.
• Develop reports to track payments, adjustments, and balance transfers between the practice and collections agencies to ensure transparency and accurate financial reporting.
• Provide ongoing training and development for patient service representatives to ensure they are equipped with the knowledge and tools to effectively respond to patient inquiries and follow up on collections.
• Continuously evaluate team performance and provide coaching to enhance individual and team performance.
• Ensure that all billing and collections activities comply with applicable healthcare regulations and industry best practices, including HIPAA privacy standards and insurance requirements.
• Maintain an understanding of payer regulations, financial assistance programs, and other applicable policies to ensure that patient collections are handled in a fair and compliant manner.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• n/a

KNOWLEDGE | SKILLS | ABILITIES

• Strong knowledge of medical billing processes, insurance verification, and patient collections strategies.
• Experience managing call center operations and meeting performance metrics, with a focus on improving key performance indicators (KPIs).
• Familiarity with electronic health record (EHR) systems, patient billing systems, and collections agency workflows.
• Excellent communication, interpersonal, and conflict resolution skills, with the ability to maintain professionalism in high-stress situations.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint) and experience working with customer service management and reporting tools.
• Ability to analyze data and provide actionable insights to improve operations, patient satisfaction, and financial performance.
• Knowledge of healthcare compliance regulations, including HIPAA and other payer-specific guidelines.

EDUCATION REQUIREMENTS

• Bachelor’s degree in Healthcare Administration, Business Administration, Finance, or related field; Master’s degree preferred. Years of experience can substitute for these degrees. Relevant experience may be considered in lieu of a degree.

EXPERIENCE REQUIREMENTS

• 7+ years of experience in patient collections, billing customer service, or revenue cycle management in a healthcare setting. Relevant experience may be considered in lieu of a degree.
• Minimum of 5 years of experience in a leadership role, managing customer service or collections teams in a healthcare environment.

REQUIRED TRAVEL

• Occasional travel may be required.

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%