XTN-C753287 | PATIENT AR CALL CENTER MANAGER

The Patient AR Call Center Manager oversees the daily operations of the patient accounts receivable team, ensuring timely follow-up on outstanding insurance claims and patient balances. This role is responsible for driving collections performance, maintaining compliance with US healthcare billing regulations, and developing a high-performing team based in the Philippines.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves 

Operations & Performance

• Manage day-to-day AR call center operations, including inbound and outbound patient billing and insurance follow-up calls
• Monitor and achieve KPIs such as Days in AR, first-pass resolution rate, collection rate, call handle time, and abandonment rate
• Oversee work queues and ensure claims are worked within payer timelines to prevent timely filing denials
• Identify trends in claim denials and coordinate with coding, billing, and client teams on root cause resolution

Team Leadership

• Recruit, hire, onboard, and retain AR specialists and team leads
• Conduct regular performance reviews, coaching sessions, and coordinate with HR on disciplinary actions as needed
• Develop training programs covering HIPAA, payer-specific rules, denial management, and patient communication
• Foster a culture of accountability, quality, and continuous improvement

Compliance & Quality

• Ensure strict adherence to HIPAA and US healthcare privacy regulations
• Implement and monitor QA processes, including call monitoring and account audits
• Stay current on CMS guidelines, payer policy updates, and Philippine labor law requirements

Client & Stakeholder Management

• Serve as the primary operational point of contact for US-based clients or internal stakeholders
• Provide regular reporting on team performance, AR aging, and collections trends
• Escalate complex billing disputes, payer issues, or patient concerns appropriately

Technology & Process Improvement

• Oversee use of practice management and billing systems (e.g., Go Rev, Athena, AMD)
• Identify and implement workflow improvements to increase efficiency and improve collections benchmark.
• Collaborate with IT and system administrators on tool enhancements or integrations

• Any degree preferable Business Administration / Healthcare Management, or a related field
• 5+ years of experience in US healthcare AR, medical billing, or revenue cycle operations
• 2+ years of experience in Patient collections workflow managing a call center operation.
• 2+ years in a managerial role in a Healthcare BPO or shared services environment
• Strong knowledge of US insurance payers (Medicare, Medicaid, commercial), denial codes, and EOB/ERA interpretation
• Proficiency in English (written and verbal) at a professional business level
• Experience with billing software and MS Office / Google Workspace

• Familiarity with Philippine call center BPO labor regulations and night shift operations.
• Experience working with US hospital systems, physician groups, or multi-specialty practices.