Job Description

Job Title: Operations Manager, Patient Engagement
Employment Type: Full-Time | Direct Hire
Location: Charlotte, NC | Hybrid 

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:

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

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

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

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

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

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