Ebo Program Manager

Summary

Join Revenue Enterprises as an EBO and PAS Program Manager, overseeing daily operations for Extended Business Office and Patient Access programs. You will lead and manage direct and indirect reports, ensuring client program delivery and satisfaction. Responsibilities include consistent reporting, account inventory management, and collaboration with client experience teams. The ideal candidate possesses a strong drive to succeed, excellent communication skills, and prior experience in healthcare revenue cycle operations. This high-energy role demands analytical abilities, problem-solving skills, and the ability to motivate and coach employees. The position reports to the Director of Operations and requires on-site availability as needed.

Requirements

• High School diploma
• 1-3 years’ experience in Healthcare Revenue Cycle Operations
• Prior Management experience
• Minimum Advanced Beginner skills in MS Word, Outlook email and EXCEL. Ability to analyze data and reports. Strong verbal and written communication skills
• Ability to sit for work 6-8 hours per day
• Typing skills 40+ words per minute
• Ability to compose and write instructions, procedures and reports
• Ability to use multiple computer systems effectively and Intermediate skills on MS Office
• Ability to read and interpret information
• Ability to communicate verbally and in writing with various individuals and clients
• Ability to analyze data and report on findings to Management and Clients
• Other duties as assigned and determined appropriate for the position

Responsibilities

• Lead, manage, and be accountable for direct and indirect reports
• Deliver client programs per standard operating procedures
• Manage client satisfaction and day-to-day relationships, coordinating with the client experience management team
• Provide consistent and accurate internal and external reporting of operational performance
• Oversee and manage account inventory to optimize program collections and minimize inventory aging
• Oversight and management of EBO and PAS daily operations for assigned client programs
• Oversight and management of program staffing; account workflow; productivity; call center service metrics; and work quality for EBO programs
• Provide and/or coordinate direct training for EBO Customer Service Representatives in scripting; self-pay collection techniques; Insurance Billing and Follow Up; system update expectations
• Coordinate and schedule training with Client Account Management and Client(s) on Client Specific processes and systems
• Provide training for employees on expected work efforts and follow-up processes
• Monitor recovery efforts and work with Management to ensure work queue structures are in place to maximize recovery for each client program
• Regularly audit work efforts to ensure quality and compliance
• Report all QA results back to representatives to help improve performance
• Track daily; monthly; and yearly trend average Key Performance Indicators for Call Service, attendance and collections. Send daily dashboard report to Management and Client as requested
• Work cooperatively with other REL departments to ensure inventory is worked in a timely and appropriate manner for each client program
• Support REL’s adherence to and ensure staff is trained appropriately on all applicable Federal and State Regulations that govern the work we do to protect consumer confidentiality and in communicating with clients and others regarding their work, including but not limited to HIPAA, FDCPA, CFPB, UDAAP, 501(R)
• Respond promptly to all Client inquiries and loop in Management and other departments as needed to ensure quick and thorough response to all Client needs
• Handle escalated consumer calls for representatives to answer and resolve patient/guarantor questions or disputes on behalf of our healthcare providers while protecting the brand of our clients in the community
• Meet regularly with employees to ensure good dialogue is in place on performance, career goals and training needs. Enact disciplinary measures as needed to improve performance issues
• Be available to work onsite based on the needs of the company around training, coaching, meetings, or other purposes on occasion
• Participate in Client Meetings as necessary to report on EBO efforts and ensure Revenue Enterprises EBO Division efforts are meeting the needs of our clients

Preferred Qualifications

Some college or technical training