Manager, Patient Services

🕒 Maio 21

🏈 Ohio – Remoto

🏈 Ohio – Remote

💵 $68.315 - $126.383 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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US Acute Care Solutions

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2015

💊 Farmacêutico

📡 Telecomunicações

💰 Private Equity Round em 2021-02

Healthcare • Pharmaceuticals • Telecommunications

A US Acute Care Solutions é uma empresa de propriedade de médicos, especializada na gestão e fornecimento de serviços de atendimento agudo nos Estados Unidos. Com foco em medicina de emergência, medicina hospitalar e cuidados críticos, a USACS faz parcerias com sistemas de saúde para aprimorar o atendimento ao paciente e melhorar o contínuo de cuidados de saúde. Anualmente, a empresa atende mais de 10 milhões de pacientes e opera mais de 500 programas clínicos em 30 estados, impulsionada por um compromisso com a inovação, qualidade e prestação colaborativa de cuidados de saúde.

Descrição

• Manage and optimize technology systems and vendor operations including telephony, workforce management and contact center platform. • Oversee hiring, training and evaluation of Patient Services staff, setting clear performance goals (KPIs) and participating in performance reviews. • Lead change management for technology rollouts (new features, upgrades, add-ons), coordinate testing, create training materials, and ensure smooth adoption. • Partner with IT and vendors to implement, configure, and maintain integrations between RCM applications and analytics/dashboards. • Develops Patient Services leaders through coaching and mentoring by fostering an environment of transparency and continuous growth. • Manage daily call center operations, including inbound/outbound calls, correspondence, patient billing & collections, and escalations. • Use reporting and analytics tools to monitor KPIs (service level, AHT, abandonment, first-call resolution, schedule adherence, patient satisfaction) and drive continuous improvement. • Partner with Quality Assurance team to monitor call quality and accuracy of information provided to patients to ensure compliance with company policies, SOPs, PCI standards, and industry regulations. • Create and present department performance metrics presentations to leadership. • Provide strategic direction, lead innovations and identify operational enhancements to deliver best in class service to callers and promote first call resolution.

🎯 Requisitos

• 3–5+ years of leadership experience in a healthcare revenue cycle, medical billing, or patient collections call center environment • Bachelor’s degree in healthcare/business (or equivalent professional experience) required. • Proven experience implementing/managing contact center technologies: ACD/IVR, CTI, VoIP, CRM, workforce management, and reporting tools. • Experience with omnichannel support (voice, chat, email, SMS) and patient engagement platforms. • Knowledge of systems and technology including Patient Engagement platforms, Electronic Health Records, Practice Management software, AI driven Call routing and chat solutions, workforce management systems, analytics and reporting dashboards. • Knowledge of HIPAA, FDCPA, TCPA.

🏖️ Benefícios

• Medical, dental, and vision insurance options • Health savings accounts (HSA) and flexible spending accounts (FSA) • 401(k) employee and employer contributions • Paid time off, including vacation, sick leave, and company holidays • Paid parental leave & family support benefits • Short-term and long-term disability insurance • Life and accidental death & dismemberment (AD&D) insurance • Employee assistance programs & wellness resources • Additional compensation may include bonus eligibility, equity, or other incentive programs