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Job Description

A client of Insight Global in the Healthcare Industry in Charlotte is seeking an Operation Manager for Patient Engagement. This leader is responsible for overseeing the collection of payments from patients, patient engagement & outreach, customer service and ensuring that all collections processes are efficient and effective. This role includes managing up-front collections, external collections, setting and monitoring collection metrics, and leading a team to achieve financial goals. This person will report to a Revenue Cycle Director and will be responsible for technical duties as well as team building & development and helping roll out and drive company initiatives. Additional duties include but are not limited to:

Implement and manage up-front collection processes to ensure timely payment from patients, prioritizing onsite collections across global PAA markets.

Train staff on up-front collection techniques and policies for both internal and external staff.

Monitor and improve the effectiveness of up-front collection strategies.

Manage relationships with external collection agencies.

Oversee the transfer of delinquent accounts (bad debt) to external collections.

Monitor the performance of external collection agencies and ensure compliance with company policies and regulations. Providing collection benchmarks for external vendors.

Lead, mentor, and develop a team of collection specialists.

Conduct regular performance reviews and provide feedback to team members.

Foster a positive and productive work environment

Monitor all communication engagement platforms: Text to pay, IVR and Dialer, and email and statements

Ensure clear and compassionate communication with patients regarding their financial responsibilities.

Address and resolve patient inquiries and disputes related to billing and collections.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

Bachelors Degree or 5 years experience in a healthcare collections leadership role

Experience managing 10-15 people

Strong customer service & patient outreach skills

Experience with medical billing software & proficient with Microsoft Suite

Adaptable to change & the ability to problem solve

Familiarity with dialing technology

Professional & well spoken - ability to present to executive leaders Experience with vendor management & vendor implementations null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].