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Orthopedic Billing Consultants · 2 hours ago

Patient Financial Services Manager

Rockville, MD

Full-time

Onsite

Senior Level

$70K/yr - $85K/yr

5+ years exp

Orthopedic Billing Consultants is a boutique Revenue Cycle Consulting Firm based in Rockville, MD. They are seeking a Manager for their Patient Financial Services/Call Center team to oversee daily operations, ensuring high-quality service and efficient call handling while supporting revenue cycle goals.

BillingHealth CareMedical

Responsibilities

Manage daily operations of the patient call center

Ensure calls are handled efficiently, accurately, and in accordance with service-level standards

Supervise, train, and coach call center staff on customer service and insurance basics

Develop and enforce standard operating procedures (SOPs) and call scripts

Monitor staff performance, attendance, and productivity

Ensure consistent, professional, and empathetic communication with patients

Serve as escalation point for patient complaints

Implement quality assurance reviews, call monitoring, and feedback programs

Monitor and report key call center KPIs, including:

Call volume

Average speed of answer (ASA)

Abandonment rate

First call resolution

Use data to identify trends, staffing needs, and process improvement opportunities

Manage call center technology, including phone systems and call recording

Partner with IT and vendors to optimize workflows and system performance

Implement process improvements to increase efficiency and patient satisfaction

Ensure compliance with HIPAA, privacy regulations, and internal policies

Qualification

Healthcare patient accessCall center metrics managementEHR software proficiencyCoaching skillsRevenue cycle workflowsConflict-resolution skillsProcess improvementCall center QA programsCommunication skills

Required

5+ years of call center or patient access experience in a healthcare setting

2+ years in a supervisory or management role

Strong knowledge of healthcare patient access, and insurance fundamentals

Experience managing call center metrics and workforce performance

Excellent communication, coaching, and conflict-resolution skills

Proficiency with EHR and call center software

Preferred

Experience in physician practice, orthopedic, or ASC environments

Familiarity with revenue cycle workflows

Experience implementing call center QA programs and performance dashboards

Company

Orthopedic Billing Consultants

Orthopedic Billing Consultants offers billing and revenue management for orthopedic and therapy practices.

Rockville, Maryland, USA

11-50 employees

https://obcbilling.com

Funding

Current Stage

Early Stage

Leadership Team

Ladan Rykiel

Managing Partner

Company data provided by crunchbase