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:
Technical Skills:
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