Patient Financial Engagement Manager

Job Overview

The Patient Financial Engagement Manager is responsible for planning, organizing and lead the PFE Team for ensuring courteous and expeditious billing and account resolution for our clients. Manager’s duties include, but are not limited to recruitment and training, establishing and monitoring acceptable work standards and performance evaluations. To succeed as a PFE Manager, you should be focused on helping your team build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Communicate with management and operations team to ensure compliance with client and company dialing standards.
• Develop schedules to meet contact volumes and service levels.
• Processing employees’ time-off requests and timecards.
• Ensuring agents understand and comply with all call center objectives, performance standards, and policies. ·
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize patients/client satisfaction.
• Participate in interviews to hire qualified job applicants.
• Orient new employees on overall job requirements, policies and company/client procedures.
• Establish clearly defined assignments as determined by management team members.
• Formulate new processes and procedures in order to improve the efficiency of the call center.
• Provide prompt and accurate response to staff questions, problems or informational needs.
• Prepare formal performance evaluations and counsel employees on performance and/or work behavior.

What We Offer

• Compensation: Competitive compensation package, commensurate with experience
• Medical, Dental & Vision Insurance: Comprehensive health plans for you and your family
• Life Insurance: Employee life insurance coverage
• Paid Time Off: Generous PTO for a balanced work-life experience
• 401(k) Plan: Company match to support your long-term financial goals
• Additional Benefits: Paid holidays, flexible scheduling options, and a collaborative work environment

Job Competencies:

• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.

Job Qualifications, Skills, Abilities, Requirements:

To perform this job successfully, an individual must be able to perform each essential duty to our current standards and meet the expected KPI’s. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of healthcare billing and reimbursement strategies.
• Ability to effectively communicate both orally and in writing.
• Demonstrates the ability to plan and prioritize work, coordinate with others, use time productively.
• Provide excellent customer service to both internal and external customers.
• Attention to detail is a must for researching and interpretation.
• Ability to support HIPAA privacy rules and maintain strict confidentiality.
• Self-Motivated with the ability to function as a team player and as an individual contributor.
• Ability to adapt to change and be flexible.
• Engages in all time sensitive tasks with level or urgency.
• 2+ years of relevant experience in finance/healthcare, medical billing & reimbursement.
• Experience with State and Federal (Medicare, Medicaid) and private insurance billing portals.
• Proficiency in Microsoft products including Word and Excel.
• Proficient in Epic, Meditech, Salesforce a plus
• Higher education is preferred.
• Call center, customer service, or supervisory experience may be required.
• 1-3 years of similar, related, or relevant experience preferred ·
• Experience assisting and supporting recruiting, onboarding in a fast-paced department preferred

Work Environment & Physical Requirements

• Location: Hybrid remote role based in Indianapolis, IN (46220)
• Schedule: Full-time, Monday to Friday
• Work Environment: The role will be performed primarily in an office setting with moderate noise levels. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Join Us If you are passionate about delivering compassionate customer service and want to contribute to a patient-focused healthcare revenue cycle, we invite you to apply for the Patient Financial Engagement Manager position at HCM.