Healthcare Call Center Manager

Jumpstart your career at Rehab Medical, one of the nation’s leading custom advanced medical equipment providers and a recent Inc 5000 fastest growing U.S. company award winner! Based in Indianapolis, Indiana our company’s mission is to improve and positively impact the lives of the patients we serve, the partners we engage with, and the employees we invest in.

We hire based on attitude, aptitude, and a drive to succeed, qualities that have awarded us one of Indiana’s top places to work. We’ve recently experienced exponential growth, so we’re looking to expand our dynamic Billing Team to support this growth and help us improve the lives of more than 200,000 mobility users.

If you're looking for a rewarding opportunity to work alongside other dedicated individuals who will inspire you to grow your skill sets and advance your career, bring your passion and experience to Rehab Medical!

Why You Should Apply:

• Guided Orientation Process
• Mentorship Onboarding Program
• Employee Recognition Program
• Leadership Development Program
• Continuing Education Opportunities
• Network of Support (health and well-being)

Summary

The Patient Collections Manager is responsible for overseeing the day-to-day operations of the patient collections process, ensuring that pre-delivery cash is collected, aged accounts are addressed in a timely manner, and patient delinquency is managed effectively. This role involves managing team performance, monitoring key performance indicators (KPIs), and ensuring adherence to internal processes to meet departmental and organizational goals. The ideal candidate will be results-driven, process-oriented, and have a strong background in managing a call center, healthcare finance or revenue cycle management.

Duties and Responsibilities

Activity Expectations:

• Oversee the collection of pre-delivery cash and manage aged Patient Accounts Receivable (AR).
• Address patient delinquency and ensure timely follow-up on outstanding balances.
• Maintain appropriate staffing levels for the call center and provide ongoing training to ensure the team is equipped to meet performance expectations.

Results Expectations:

• Monitor and communicate key performance metrics, ensuring targets are met for patient collections and AR management.
• Ensure targeted patient out-of-pocket collections are achieved prior to or at delivery.
• Ensure that net 120 patient accounts are minimized and adhere to the designated target.
• Manage the bad debt to collections ratio, ensuring it remains at or below the designated monthly target.

Team Management & Development:

• Monitor and analyze call center metrics, such as call volume, call resolution, and collections performance, to ensure departmental goals are achieved.
• Lead, mentor, and develop a team of patient collections specialists, fostering a collaborative environment and promoting professional growth.
• Identify areas for improvement and implement solutions to optimize team performance.
• Provide ongoing feedback and coaching to team members to ensure high levels of performance and accountability.

Additional Duties:

• Perform other duties as assigned, ensuring efficient patient collections operations and supporting the broader organizational goals.

Qualifications:

• 3 years of experience in patient collections, call center management, revenue cycle management, or healthcare finance.
• Strong leadership skills with the ability to manage a team, provide coaching, and drive results.
• Demonstrated ability to meet key performance metrics and manage outstanding AR
• Knowledge of patient billing, insurance verification, collections processes, and financial hardship programs.
• Excellent communication and interpersonal skills, with the ability to interact effectively with patients, team members, and other departments.
• Ability to work independently, prioritize tasks, and manage multiple responsibilities in a fast-paced environment.