Director, Patient Accounts

Role Overview

• Lead the Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists
• Oversee remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and quality control
• Develop team structure, hiring plans, productivity models, and workflow assignments that support multi-client needs and call volume distribution
• Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching
• Oversee daily operations of the inbound patient call center, ensuring timely service, accurate resolution, and achievement of service-level agreements (SLAs)
• Manage outbound collection strategies, including call cadence, scripting, quality assurance, and conversion optimization
• Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards
• Monitor quality, handle escalations, and implement continuous improvement initiatives to enhance patient satisfaction and operational efficiency
• Ensure compliance with all federal, state, and local regulations related to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA
• Develop and execute strategies to improve patient collections, reduce A/R days, and optimize cash flow
• Implement and monitor payment plan programs and patient outreach initiatives
• Oversee placement of accounts with bad debt agencies; work with the client success team, ensuring client approvals are tracked
• Analyze account activity trends to identify root causes and design corrective strategies
• Oversee relationships with all third-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies
• Establish clear performance expectations, KPIs, and SLAs for each vendor, ensuring alignment with organizational goals and client requirements
• Conduct routine performance reviews, develop vendor scorecards, and escalate issues when performance gaps are identified
• Implement structured governance routines with vendors, including monthly/quarterly business reviews, action plan follow-ups, and continuous improvement initiatives
• Monitor vendor productivity, response times, service quality, and patient experience metrics to ensure consistent delivery
• Produce comprehensive dashboards and reporting packages highlighting operational performance, collection results, call center metrics, staffing trends, and improvement opportunities
• Use data-driven insights to guide decision-making and recommend operational enhancements
• Track the impact of implemented strategies and regularly evaluate results against client goals and internal benchmarks

Requirements

• 5–7 years of progressive experience in healthcare revenue cycle operations or patient accounts management
• Minimum 3 years in a leadership role managing high-volume multi-client call center operations
• Experience leading teams in multi-client environments and remote/offshore operating models strongly preferred
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• In-depth knowledge of billing and collections processes and regulations
• Proficiency in data analysis and reporting
• Ability to develop and implement effective collection strategies
• Strong problem-solving and decision-making abilities
• Certified Revenue Cycle Professional (CRCP) or similar certification preferred

Benefits

• Remote work options