Job Title:
Operations Manager, Patient Engagement
Employment Type:
Full-Time | Direct Hire
Location:
Charlotte, NC | Remote-first (with some travel as needed)
Overview:
We’re seeking a results-oriented and patient-focused Operations Manager, Patient Engagement to lead strategic initiatives that improve patient billing experiences and maximize collection performance across our healthcare system. This role combines data analysis, process optimization, and compassionate leadership to ensure efficient and respectful revenue cycle operations.As a key member of our leadership team, you’ll oversee front-end and external collections, manage third-party vendor performance, guide a team of collection specialists, and implement measurable improvements in patient engagement and financial outcomes.
Key Responsibilities:
Collections Strategy & Oversight
- Direct and refine on-site and external patient payment collection processes across all facilitiesTrain internal staff and third-party partners on collections protocols and goalsManage vendor relationships, monitor KPIs, and ensure service-level complianceOversee transfer of accounts to bad debt and enforce vendor accountability
Data-Driven Performance Management
- Define and monitor key performance indicators across patient-facing payment channelsAnalyze collection trends and optimize staffing models based on cost-to-collect and ROIDrive annual collections growth of 5–10% in hospital settings and 10–20% at ambulatory surgical centersProvide actionable performance reports to executive leadership on a regular basis
Team Development & Leadership
- Lead and mentor a team of patient collection specialists to foster a high-performance cultureConduct regular performance evaluations and drive accountability through clear expectationsChampion a team environment that prioritizes patient care and financial transparency
Patient Experience & Communication
- Oversee patient communication platforms including text-to-pay, IVR systems, and email outreachEnsure all billing-related interactions are accurate, respectful, and easy to understandRespond to disputes and patient inquiries with empathy, clarity, and professionalism
Compliance & Process Improvement
- Ensure adherence to all federal and state regulations governing healthcare collections and billingIdentify inefficiencies in workflows and collaborate with cross-functional teams to implement solutions
Qualifications:
Education:
- Bachelor’s degree in Healthcare Administration, Business, or related field (or equivalent experience)
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
Technical Skills:
- Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint)
- Experience working with medical billing software and EHR systems
