Manager, Patient Services

🕒 May 21

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $68.3k - $126.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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US Acute Care Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

💊 Pharmaceuticals

📡 Telecommunications

💰 Private Equity Round on 2021-02

Healthcare • Pharmaceuticals • Telecommunications

US Acute Care Solutions is a physician-owned company specializing in the management and provision of acute care services across the United States. With a focus on emergency medicine, hospital medicine, and critical care, USACS partners with health systems to enhance patient care and improve the healthcare continuum. Annually, the company serves over 10 million patients and operates more than 500 clinical programs in 30 states, driven by a commitment to innovation, quality, and collaborative healthcare delivery.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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