RCM Patient Support Lead — Offshore & athenaOne Expert

Panoramic Health; Arizona, United States, Northern America, Americas; Hybrid; USD 75,000 - 110,000; Full time

Job summary

Panoramic Health seeks an experienced Revenue Cycle Management Patient Support Manager to oversee call center operations, RCM ticketing in ManageEngine ServiceDesk Plus MSP, and triage for athenaOne patient cases. You will lead offshore support teams and internal staff, ensuring requests reach the correct teams and are resolved accurately and timely.

The role emphasizes service excellence, leadership, and collaboration with RCM leadership to improve billing support and patient workflows across

Qualifications

• 5+ years in healthcare revenue cycle, patient financial services, or patient support.
• Minimum 2 years of leadership experience.
• Call center leadership and service desk or ticketing system experience.
• Offshore team or vendor management experience.
• AthenaOne experience required.
• Excellent interpersonal and communication skills.
• Strong knowledge of patient billing support and physician revenue cycle workflows.
• Hands-on AthenaOne skills: patient accounts, cases, claim info, documentation.
• Proficiency with Microsoft Excel and PowerPoint.

Responsibilities

• Lead daily call center and patient support operations, including staffing coverage, schedules, and queue assignments.
• Manage offshore patient support and internal staff, workload, quality, and training; review results with vendor leadership.
• Own RCM ticketing and AthenaOne case intake, triage, and routing to the responsible team.
• Set expectations for response, escalation, and resolution; monitor aging and escalate when needed.
• Coordinate billing inquiries, insurance concerns, and payment/refund questions; ensure proper approvals.
• Document interactions and confirm resolutions before closing tickets or cases.
• Monitor performance metrics: SLA, calls, tickets, aging, resolution time, reopen rates; explain changes.

Skills

Leadership

Communication

Call center management

Vendor management

AthenaOne proficiency

Tools

ManageEngine ServiceDesk Plus MSP

RingCentral

AthenaOne

Job description

Panoramic Health seeks an experienced Revenue Cycle Management Patient Support Manager to oversee call center operations, RCM ticketing in ManageEngine ServiceDesk Plus MSP, and triage for athenaOne patient cases. You will lead offshore support teams and internal staff, ensuring requests reach the correct teams and are resolved accurately and timely.

The role emphasizes service excellence, leadership, and collaboration with RCM leadership to improve billing support and patient workflows across