Healthcare Manager

Job Summary:

Healthcare Manager

Key Responsibilities:

1. Team Management:

• Lead, manage, and mentor teams handling both voice-based processes (patient/provider calls) and AR follow-up.

• Ensure staffing, training, performance management, and retention of team members.

• Drive KPIs such as call quality, resolution rate, AR aging, collections, and team productivity.

2. AR Process Oversight:

• Monitor and optimize the AR follow-up process for US healthcare clients (insurance follow-up, denial management, payment posting insights).

• Ensure timely follow-up with payers for unpaid/underpaid claims.

• Analyze trends in denials and work with internal teams to reduce rejections.

3. Voice Process Oversight:

• Manage inbound and outbound calls related to patient inquiries, insurance verification, provider coordination, etc.

• Ensure quality and compliance with HIPAA and client-specific guidelines.

• Monitor call audits, quality scores, and provide coaching for improvement.

4. Client and Stakeholder Management:

• Serve as a point of contact for client escalations and operational updates.

• Participate in client calls, business reviews, and performance reports.

• Collaborate with quality, training, and compliance teams to meet SLA targets.

5. Reporting & Analysis:

• Prepare daily/weekly/monthly dashboards and reports related to AR and voice operations.

• Analyze data to identify performance gaps, improvement opportunities, and process optimization.

Required Skills and Qualifications:

• Bachelors degree or equivalent; certification in RCM or Healthcare Administration is a plus.

• 5+ years of experience in US healthcare BPO industry, with at least 2 years in a managerial capacity.

• Strong understanding of RCM lifecycle, especially AR follow-up and denial management.

• Experience handling healthcare voice processes inbound and outbound.

• Excellent communication, leadership, and stakeholder management skills.

• Knowledge of tools like Athena, EPIC, Kareo, or other EHR/PM systems is desirable.

• Proficient in MS Excel, reporting tools, and quality metrics.

Preferred:

• Familiarity with HIPAA compliance and PHI handling.

• Prior experience managing multi-process teams (voice + non-voice).

• Six Sigma or Lean certification (preferred but not mandatory).