Operations Manager, Patient Engagement

ASCENDING Inc.; Charlotte (NC); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company in healthcare is seeking an Operations Manager for Patient Engagement to enhance patient billing experiences and optimize collection performance. This role involves data analysis, process improvement, and leadership to ensure effective revenue cycle operations. The successful candidate will manage collections strategies, oversee team performance, and ensure compliance with regulations while fostering a culture focused on patient care and financial transparency.

Qualifications

• 5+ years in healthcare revenue cycle operations.
• 3+ years managing patient collections teams.

Responsibilities

• Oversee patient payment collection processes.
• Analyze collection trends and optimize staffing models.
• Lead and mentor a team of patient collection specialists.

Skills

Leadership

Data Analysis

Process Optimization

Patient Engagement

Education

Bachelor’s degree in Healthcare Administration

Tools

Microsoft Office

Medical Billing Software

EHR Systems

Job description

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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

1. Collections Strategy & Oversight

• Direct and refine on-site and external patient payment collection processes across all facilities.
• Train internal staff and third-party partners on collections protocols and goals.
• Manage vendor relationships, monitor KPIs, and ensure service-level compliance.
• Oversee transfer of accounts to bad debt and enforce vendor accountability.

1. Data-Driven Performance Management

• Define and monitor key performance indicators across patient-facing payment channels.
• Analyze collection trends and optimize staffing models based on cost-to-collect and ROI.
• Drive annual collections growth of 5–10% in hospital settings and 10–20% at ambulatory surgical centers.
• Provide actionable performance reports to executive leadership on a regular basis.

1. Team Development & Leadership

• Lead and mentor a team of patient collection specialists to foster a high-performance culture.
• Conduct regular performance evaluations and drive accountability through clear expectations.
• Champion a team environment that prioritizes patient care and financial transparency.

1. Patient Experience & Communication

• Oversee patient communication platforms including text-to-pay, IVR systems, and email outreach.
• Ensure all billing-related interactions are accurate, respectful, and easy to understand.
• Respond to disputes and patient inquiries with empathy, clarity, and professionalism.

1. Compliance & Process Improvement

• Ensure adherence to all federal and state regulations governing healthcare collections and billing.
• Identify 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

Additional Information

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management

Industries: Healthcare, IT Services and IT Consulting