EO, Patient Account Resolution Manager

Welcome to Ovation Healthcare!     At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.     The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.     We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.    Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit   www.ovationhc.com .     SUMMARY: The Patient Account Resolution Manager is responsible for overseeing call center operations and driving performance towards achieving both service excellence and financial goals. This role focuses on managing a dedicated team to deliver outstanding patient service while effectively managing collections processes. With a strong emphasis on leadership, strategy, and team development, the manager will create a patient-first culture and implement efficient collections strategies. By fostering a positive and collaborative work environment, the Patient Account Resolution Manager ensures that performance targets are met while maintaining compliance and patient satisfaction. DUTIES AND RESPONSIBILITIES: Oversee day-to-day operations of the Call Center to ensure smooth functioning and high performance. Analyze data to manage and optimize call center performance, ensuring that key performance indicators (KPIs) are consistently met. Develop strategies to improve patient satisfaction, call efficiency, reduce abandonment rates, and drive revenue growth through training on effective collections and exceptional service. Generate and present call center performance reports, identifying trends, areas for improvement, and developing action plans to achieve KPIs. Lead HR functions, including interviewing and hiring candidates, monitoring training progress, assigning new hires, coaching, counseling, and disciplining employees as needed. Administer schedules, ensure coverage, and enforce job expectations and policies. Provide coaching, guidance, and development opportunities for Supervisors, Team Leads, and agents to enhance performance in customer service, collections, and quality assurance. Collaborate with Corporate Trainers and Supervisory staff to design and execute training and development plans for both new and existing agents. Monitor employee activity to ensure accounts are worked effectively and consistently. Ensure the department complies with all relevant laws, regulations, and industry standards, including but not limited to HIPAA and data protection. Foster a positive and motivated work environment by encouraging teamwork, strong work ethic, and open communication. Maintain strong communication with all departments (employees, managers, trainers, QA specialists, and Client Services) to ensure effective problem-solving and coordination. Conduct monthly one-on-one meetings with direct reports to assess individual and team performance, identifying areas for growth and improvement. Manage high-level escalation calls, de-escalating situations and ensuring appropriate follow-up, including filing incident reports when necessary. Demonstrates flexibility to support business operations through rotating weekend and after-hours coverage when required Perform other duties as assigned to support departmental and organizational success. KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge Knowledge of customer service best practices. Knowledge of client requirements and guidelines. Understanding of billing and recovery cycle. Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA. Complex knowledge of internal systems used by the department. Requires a strong understanding of contact center call handling strategies and how operational decisions impact key performance indicators such as abandon rate, service level, call volume, average speed of answer (ASA), occupancy, and customer experience outcomes. Must be able to interpret these metrics, identify trends, and implement strategies to improve performance. Working knowledge of Windows-based systems and Microsoft Office products. Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, writing policy, and other office procedures and terminology. Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. Skills Negotiating and closing skills. Customer Service – Providing professional and empathetic support to callers. Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Reading Comprehension — Understanding written sentences and paragraphs in work related documents. Speaking — Talking to others to convey information effectively. Writing — Communicating