Operations Manager, Patient Engagement

Summary

Join our team as a results-oriented Operations Manager, Patient Engagement to lead strategic initiatives focused on enhancing patient billing experiences and maximizing collection performance. This role blends data analysis, process optimization, and compassionate leadership to ensure efficient and respectful revenue cycle operations. You will oversee front-end and external collections, manage third-party vendor performance, guide a team of collection specialists, and implement improvements in patient engagement and financial outcomes. As a key member of the leadership team, you will be responsible for defining and monitoring key performance indicators, analyzing collection trends, and providing actionable performance reports to executive leadership. You will also champion a team environment that prioritizes patient care and financial transparency. This position is remote-first with some travel as needed.

Requirements

• Bachelor’s degree in Healthcare Administration, Business, or related field (or equivalent experience)
• 5+ years of experience in healthcare revenue cycle operations or medical billing
• 3+ years of leadership experience managing patient collections teams
• Demonstrated success in improving collections performance and vendor oversight
• Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint)
• Experience working with medical billing software and EHR systems

Responsibilities

• Direct and refine on-site and external patient payment collection processes across all facilities
• Train internal staff and third-party partners on collections protocols and goals
• Manage vendor relationships, monitor KPIs, and ensure service-level compliance
• Oversee transfer of accounts to bad debt and enforce vendor accountability
• Define and monitor key performance indicators across patient-facing payment channels
• Analyze collection trends and optimize staffing models based on cost-to-collect and ROI
• Drive annual collections growth of 5–10% in hospital settings and 10–20% at ambulatory surgical centers
• Provide actionable performance reports to executive leadership on a regular basis
• Lead and mentor a team of patient collection specialists to foster a high-performance culture
• Conduct regular performance evaluations and drive accountability through clear expectations
• Champion a team environment that prioritizes patient care and financial transparency
• Oversee patient communication platforms including text-to-pay, IVR systems, and email outreach
• Ensure all billing-related interactions are accurate, respectful, and easy to understand
• Respond to disputes and patient inquiries with empathy, clarity, and professionalism
• Ensure adherence to all federal and state regulations governing healthcare collections and billing
• Identify inefficiencies in workflows and collaborate with cross-functional teams to implement solutions

Benefits

Remote-first (with some travel as needed)