Manager, Patient Solutions

at  Acclara

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