Manager, Revenue Cycle Management – Patient Communications

The Manager, RCM – Patient Communications is responsible for overseeing all aspects of patient-facing billing communications, including call center operations, escalated inquiries, and service quality standards. This role ensures an outstanding patient experience through efficient call handling, compliance with regulations, and continuous process improvements. The ideal candidate will lead a high-performing team and collaborate across departments to streamline workflows and optimize outcomes in a fast-paced RCM environment.

Duties and Responsibilities

• Lead daily operations for RCM call center including incoming calls, escalations, and complaint resolution
• Monitor KPIs related to call volume, response time, customer satisfaction, and first-call resolution
• Partner with internal stakeholders to resolve Department of Insurance (DOI) and Better Business Bureau (BBB) concerns
• Oversee training, coaching, and performance evaluation for team members
• Implement and optimize call center workflows to increase efficiency and service quality
• Collaborate with Leadership to integrate RCM communication forecasts into staffing models
• Ensure team compliance with company policies, HIPAA, and regulatory standards
• Drive continuous improvement efforts within call operations and customer engagement practices
• Support QA and enablement efforts, including reviewing documentation and updating training materials
• Develop comprehensive process overviews, notification templates, and client-facing communication resources
• Create engaging visual training content using tools such as Canva, Lucidchart, Figma, or Miro
• Coordinate with cross-functional teams to maintain consistent communication standards and resource updates
• Maintain adherence to the Baylor Genetics Code of Conduct and report any compliance concerns

Skills and Competencies

• Strong written and verbal communication with the ability to translate complex topics into accessible language
• Proficient in Microsoft Office Suite and visual design tools (e.g., Canva, Miro, Figma, Lucidchart)
• Skilled in call center performance metrics and patient communication strategies
• Exceptional document editing and process documentation abilities
• Strong leadership and staff development skills
• Organized, detail-oriented, and able to prioritize multiple tasks in a dynamic setting
• Data-driven with a focus on results, service quality, and patient satisfaction

Education and Experience

Education:

• Bachelor’s degree preferred; equivalent relevant experience may be considered

Experience:

• Minimum of 5 years of experience in Revenue Cycle Management with a strong clinical or laboratory background
• Experience managing call center or patient communication teams required
• Previous leadership in training, QA, or enablement strongly preferred
• Proven experience in documentation, process development, and internal/external training creation
• Diagnostic laboratory experience highly desirable

Physical Demands and Work Environment

• Frequently required to sit, use a computer, and communicate via phone or video
• Occasionally required to travel or attend in-person meetings or trainings

EEO Statement