Director, Patient Accounts
nimble solutions
full-time
Posted on:
Location Type: Hybrid
Location: Chesterfield • California • United States
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Job Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisreportingbilling processescollections processescall center operationsperformance managementKPI managementquality assurancecollection strategiescash flow optimization
Soft Skills
leadershipteam managementcommunicationinterpersonal skillsproblem-solvingdecision-makingcoachingaccountabilitycontinuous improvementvendor management
Certifications
Certified Revenue Cycle Professional (CRCP)