Patient Account Resolution Lead (Call Center & Collections)

Ovation; Huntsville (AL); On-site; USD 80,000 - 110,000; Full time

Job summary

Ovation is seeking a Patient Account Resolution Manager in Huntsville, AL. You will oversee call center operations, drive performance, and lead a team focused on patient service and collections.

The role requires 5+ years in call centers with leadership, experience in collections, and a healthcare/business background. Expect on-site work with potential for cross-functional training and development opportunities.

Qualifications

• 5+ years in a call center environment with a background in collections, sales, customer service, or technical support.
• 5+ years in customer service with a management role that includes collections responsibilities (preferred).
• GED or High School Diploma required.
• Bachelor’s degree in healthcare, business, or related field; can be substituted with related field experience.

Responsibilities

• Oversee day-to-day call center operations to ensure smooth functioning and high performance.
• Analyze data to manage and optimize call center metrics (KPIs).
• Develop strategies to improve patient satisfaction, reduce abandon rates, and drive revenue through collections and service.
• Generate and present performance reports and action plans to meet KPIs.
• Lead HR functions: interview/hire, train progress, assign, coach, and discipline staff.
• Manage schedules, coverage, and enforce policies.
• Provide coaching to Supervisors, Team Leads, and agents to boost performance.
• Collaborate on training programs for new and existing agents.
• Ensure HIPAA and data protection compliance.
• Maintain strong cross-department communication for problem-solving.
• Conduct monthly one-on-one performance reviews with direct reports.
• Handle high-level escalation calls and follow-up.

Skills

Leadership

English comprehension

Written comprehension

Oral comprehension

Oral expression

Reading comprehension

Active listening

Problem sensitivity

Inductive reasoning

Judgment and decision making

Time management

Monitoring

Education

GED/HS Diploma

Bachelor's degree in healthcare/business

Job description

Ovation is seeking a Patient Account Resolution Manager in Huntsville, AL. You will oversee call center operations, drive performance, and lead a team focused on patient service and collections.

The role requires 5+ years in call centers with leadership, experience in collections, and a healthcare/business background. Expect on-site work with potential for cross-functional training and development opportunities.