Revenue Cycle Manager

About the role

Manage Revenue Cycle personnel and processes across Patient Access and Customer Service to maximize productivity, accuracy, revenue collections, and customer satisfaction. Leverage AI and automation to streamline workflows, develop SOPs supporting best practices, build and employ daily analytics for proactive management, harness healthcare technology to achieve business goals, and foster a team culture built on positivity, accountability, collaboration, and mutual respect, with a commitment to celebrating wins.

Work closely with leadership on all Revenue Cycle initiatives and apprise of any major issue which may affect service, productivity, or revenue. Hire, train, support, monitor, coach, and evaluate Revenue Cycle personnel, focusing on maximized output/accuracy, prompt issue resolution, goal achievement, collaboration, and positive team culture. Maintain and develop SOPs and reference/training manuals as needed to support best practices and peak performance. Utilize KPIs and analytics daily to proactively manage individual and team performance and identify areas for improvement.

Serve as Subject Matter Expert and assist Revenue Cycle, corporate, clinical staff, and leadership with questions and concerns that may arise. Act as escalation point for internal and customer complaints, resolving problems quickly and completely, with an eye towards process improvement. Develop strong relationships with technology partners and outsourced vendors, employing their offerings in optimal and cost-effective ways. Leverage AI and automation to maximize efficiency and productivity. Acts as administrator for RCM software, payer portals, and applications.

Manage staff and processes to maximize efficiency and accuracy of patient profile setup, insurance eligibility, benefit verification, submission of prior authorizations, and provider referral requests, also minimizing related write-offs due to errors. Maintain knowledge of pertinent payer guidelines and legislative changes to proactively oversee and implement necessary process updates, to avoid unnecessary patient access delays and service issues. Analyze and address root cause of all write-offs related to patient access and customer service issues, providing education and feedback as necessary to minimize those amounts.

Responsible for ensuring all patient payments are identified and posted accurately and timely into the patient accounting system. Maintain the accuracy and consistency of patient statements, concentrating on a broadly electronic delivery system for all bills. Manage the patient copay, payment plan, automated credit card, and patient overpayments processes. Oversee the successful collections and bad debt write-off of outstanding patient balances, maximizing receipts and minimizing days in AR. Monitor Call Tower metrics to ensure all customer service deliverables are being met and patient satisfaction is maximized. Other duties as assigned.

Responsibilities

• Manage Revenue Cycle personnel and processes across Patient Access and Customer Service.
• Develop and implement SOPs supporting best practices and peak performance.
• Utilize KPIs and analytics daily to proactively manage individual and team performance.
• Serve as Subject Matter Expert for Revenue Cycle, corporate, clinical staff, and leadership.
• Act as escalation point for internal and customer complaints, focusing on process improvement.
• Administer RCM software, payer portals, and applications.
• Ensure efficiency and accuracy in patient profile setup, insurance eligibility, benefit verification, prior authorizations, and provider referral requests.
• Maintain knowledge of payer guidelines and legislative changes to avoid service delays.
• Analyze and address root causes of write-offs related to patient access and customer service.
• Ensure accurate and timely posting of patient payments into the accounting system.
• Maintain accuracy and consistency of patient statements, emphasizing electronic delivery.
• Manage patient copay, payment plans, automated credit card payments, and overpayments.
• Oversee collections and bad debt write-off of outstanding patient balances.
• Monitor Call Tower metrics to ensure customer service deliverables and patient satisfaction.

Requirements

• Bachelor's degree preferred.
• 7+ years of experience in Revenue Cycle Management required.
• 3+ years of management experience in customer service and patient access, preferably with remote supervision.
• 3+ years of experience implementing, developing, and supporting practice management and EHR systems, healthcare applications, and clearinghouses (preferably Waystar).
• Deep knowledge of Medicare, Medicaid, Medicare Advantage, and commercial insurance plans.
• Solid understanding of HIPAA, Fair Debt Collection Practices Act, and No Surprises Act.
• Organized, flexible, and detail-oriented with the ability to manage competing priorities.
• Professional demeanor with expertise in de-escalating concerns and motivating teams.
• Exceptional oral and written communication skills.

Benefits

• 401(k).
• Medical, dental, vision, and prescription insurance for part-time and full-time employees.
• Pet insurance.
• Paid time off (PTO) with rollover and buyout options at year’s end for part-time and full-time employees.
• Company-paid group life insurance.
• Flex spending account.
• Voluntary life, short-term disability, and long-term disability insurance.
• Licensure reimbursement for part-time and full-time employees.
• Company-provided CEUs and unlimited online CEUs for full-time employees.
• Career advancement opportunities.

Schedule

Desirable Monday—Friday schedule with no weekend or holiday requirements.

About the organization

Our not-for-profit organization offers personalized therapeutic care for residents within senior living communities, providing rehabilitative care that helps improve their quality of life. Founded by and led by therapists, we are one of the largest providers of on-site senior therapy care in the country, serving nearly 500 senior living communities throughout the U.S. We are leaders in innovation and personalized care, making us a preferred provider for senior adults in the communities we serve.