Revenue Cycle Management Patient Support Manager (athenaOne)

Panoramic Health; Arizona; 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

The Revenue Cycle Management Patient Support Manager will be responsible for call center operations, RCM ticketing in ManageEngine ServiceDesk Plus MSP, and triage and follow-through for athenaOne patient cases. The Patient Support Manager will manage the offshore patient support team and assigned internal staff, and ensure patient and practice requests reach the correct team and are resolved accurately and timely. Functional RCM teams perform the corrective work. The Patient Support Manager will be highly motivated to face challenges of a rapidly growing organization and committed to service excellence.

Responsibilities include:

• Upholds, teaches, and enforces Panoramic Health Core Values
• Leads daily call center and patient support operations, including staffing coverage, schedules, and queue assignments
• Manages offshore patient support operations and assigned internal staff, including workload, productivity, quality, training, and service expectations. Reviews results with vendor leadership
• Owns RCM support ticketing and athenaOne patient case intake, triage, and routing to the team that owns the corrective action. Prevents unassigned work, duplicate requests, and repeated transfers between teams
• Sets response, follow-up, escalation, and resolution expectations with functional leaders. Monitors aging and escalates missed commitments to the appropriate leader and the Director of RCM
• Coordinates billing inquiries, insurance concerns, payment questions, refund requests, and financial assistance inquiries. Ensures policy decisions and financial approvals are made by authorized owners
• Verifies each interaction is documented accurately and resolution is confirmed before a ticket or case is closed
• Holds assigned RCM teams accountable for responses and corrective work, and coordinates with Revenue Cycle Regional Account Managers to validate practice concerns
• Identifies recurring issues affecting collections, including underpayments, payer problems, and denial patterns, and refers them to the Director of RCM with supporting examples and impact
• Monitors and reports call, ticket, and patient case performance, including service level, abandoned calls, response times, repeat contacts, aging, resolution time, and reopen rates. Explains backlog changes
• Conducts call and case quality reviews, coaches staff, and maintains SOPs, routing rules, escalation paths, coverage plans, and training resources
• Defines routing, reporting, and automation requirements with IT, and coordinates call center technology, including RingCentral, with IT and the RCM Project Manager. Technical administration remains with IT
• Perform other duties and responsibilities as required, assigned, or requested.

Qualifications:

• Bachelor’s degree is not required. Equivalent experience accepted.
• 5+ years of healthcare revenue cycle, patient financial services, or patient support experience.
• Minimum 2 years of leadership experience.
• Call center leadership and service desk or ticketing system experience required. Prior ManageEngine experience not required.
• Offshore team or vendor management experience required.
• athenaOne experience required.
• Excellent interpersonal and communication skills.
• Strong knowledge of patient billing support and physician revenue cycle workflows.
• Hands-on athenaOne skills, including patient accounts, patient cases, claim information, and documentation.
• Ability to manage call center capacity, queues, ticket aging, service levels, and escalation workflows.
• Strong offshore team and vendor management skills, including coaching and performance review.
• Ability to reconcile reports to underlying work and distinguish request closure from completed corrective work.
• Sound judgment with patient concerns, confidential information, and requests requiring policy or financial approval.
• Strong Microsoft Office skills, specifically Excel and PowerPoint.