Manager, Patient Solutions

AcclaraRemote, United States


Hey there! We’re Acclara.

As a remote-first workforce with team members in all 50 states, we’re a unique group of strategists, technologists, and service providers—all united in serving our partners to deliver the best care to their patients, helping build even healthier communities for us all to live and work in.

We bring our one-of-a-kind selves to work each day, and we welcome (and want) you to do the same. Coffee connoisseurs, moms and dads, runners, animal lovers, adventurists—the list goes on—we all came to make a difference, and we stay because we’ve found a place where we don’t have to do it alone.

Our team’s work is fueled by our CORE values of Commitment, Outcomes, Respect, and Empowerment. They’re the “how” behind what we do, guiding our actions as we aim to change the way technology and services come together.

The Role

The Manager, Patient Solutions is responsible for the day-day planning and operations of team members who make outbound and receive inbound calls for payment on patient accounts and ensures that all collection activities produce meaningful revenue for clients and Acclara.  This individual is responsible for assisting with the development of, policies, procedures, and process flows that maximize efficiency and improve patient service accounts receivable efforts.

What You’ll Do

  • Manage daily operations and processes within the department by monitoring employee workflow, production, quality, inventory, and distribution of work assignments
  • Monitor compliance with all departmental policies, procedures, and workflows as well as processing timelines established through department service level targets (SLTs)
  • Monitor departmental and individual performance metrics and take proactive action, when necessary, on a timely basis to maintain desired workflow output, acting upon variances when applicable
  • Identifies process improvements, develops, and implements workflow changes to improve operational service and production efforts to enhance patient satisfaction and streamline operations
  • Ensures client satisfaction and builds trusting relationships by addressing issues, concerns, and questions in a professional and timely manner
  • Manage and review complex and/or difficult claims or issues to determine best outcome and obtains supporting documentation as required for validation and/or account resolution
  • Generates & compiles various reports on a monthly and/or as needed basis
  • Reviews all statistical reports to monitor for trends, determine operational deficiencies and implement corrective action plans as necessary
  • Ensure talent is identified, hired, and trained and that the new hire and onboarding process is completed in a way that fosters success and a positive employee experience
  • Train, mentor, motivate, and oversee staff performance; including coaching when needed
  • Other duties as assigned

What We’re Looking For

  • Bachelor’s degree or equivalent education and experience
  • 4+ years’ experience in call center or revenue cycle services operations
  • 3 years’ experience in a leadership role, preferably in a high-volume call center
  • Familiarity managing multiple phone lines and high call volumes
  • Must have a full understanding of insurance follow up processes (i.e. Billing, Collections, Managed Care, Medicare, Medicaid, and Commercial Practices
  • Knowledge of EOBs, CPT & ICD-10 codes, HCFAs, UB92s, HCPCS, DRGs and authorizations/referrals 
  • Familiar with the Fair Debt Collection Practices Act (FDCPA) and the Health Insurance Portability and Accountability Act (HIPPA)
  • Proven history of proactively identifying, resolving, and escalating issues that impact business outcomes
  • Exceptional communication, listening, critical thinking, coaching, facilitation, and conflict resolution skills. 
  • Strong computer skills including experience using Microsoft Excel, Word, PowerPoint, Outlook, OneDrive 
  •  Ability to mentor teams and effectively develop overall knowledge base and call handling skills
  • Ability to elicit trust and credibility with all levels of the organization
  • Ability to adjust/alter workflow and schedules to meet deadlines in a fast-paced environment
  • Ability to perform under pressure in a calm and professional manner
  • Basic math skills
  • High degree of accuracy
  • Positive attitude
  • Flexible
  • Team player

How We Take Care of Our Team Members

  • Remote-first workplace, with opportunities to work on-site in certain locations
  • Comprehensive medical, dental, and vision coverage
  • Parental leave
  • 401K with company match
  • Company-paid life insurance, short-term disability, and long-term disability
  • Paid time off and holidays

Pay Range: $45,086.40 - $90,207.00 

This compensation range is a reasonable estimate that extends from the lowest to the highest pay Acclara in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. Acclara may ultimately pay more or less than the posted range as permitted by law.

Diversity, Equity, and Inclusion Matter

At Acclara, you’re invited to bring more of yourself to work—not less. Your background, your culture, and your personal experiences are all important pieces of the authentic you, and we honor that. Connection is created when we show up.

Acclara, an R1 company, is dedicated to the fundamentals of equal employment opportunity. Acclara’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, Acclara is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you need reasonable accommodation due to a disability for any part of the interview process, please contact [email protected].

Visa Sponsorship is not available at this time.