Operations Manager, Patient Engagement Position Available In Mecklenburg, North Carolina

Operations Manager, Patient Engagement

ASCENDING – 5.0

Charlotte, NC Job Details Full-time Estimated:

$60K – $74.4K a year 5 hours ago Qualifications Microsoft Powerpoint Microsoft Word Microsoft Excel Medical collection Microsoft Outlook EHR systems Healthcare Administration Microsoft Office 3 years IVR Bachelor’s degree Patient care Medical billing Patient interaction Senior level Leadership Communication skills

Full Job Description Job Title:

Operations Manager, Patient Engagement Employment Type:

Full-Time |

Direct Hire Location:

Charlotte, NC | Remote-first (with some travel as needed)

Overview:

We’re seeking a results-oriented and patient-focused Operations Manager, Patient Engagement to lead strategic initiatives that improve patient billing experiences and maximize collection performance across our healthcare system. This role combines data analysis, process optimization, and compassionate leadership to ensure efficient and respectful revenue cycle operations. As a key member of our leadership team, you’ll oversee front-end and external collections, manage third-party vendor performance, guide a team of collection specialists, and implement measurable improvements in patient engagement and financial outcomes.

Key Responsibilities:

Collections Strategy & Oversight Direct and refine on-site and external patient payment collection processes across all facilities Train internal staff and third-party partners on collections protocols and goals Manage vendor relationships, monitor KPIs, and ensure service-level compliance Oversee transfer of accounts to bad debt and enforce vendor accountability Data-Driven Performance Management Define and monitor key performance indicators across patient-facing payment channels Analyze collection trends and optimize staffing models based on cost-to-collect and ROI Drive annual collections growth of 5-10% in hospital settings and 10-20% at ambulatory surgical centers Provide actionable performance reports to executive leadership on a regular basis Team Development & Leadership Lead and mentor a team of patient collection specialists to foster a high-performance culture Conduct regular performance evaluations and drive accountability through clear expectations Champion a team environment that prioritizes patient care and financial transparency Patient Experience & Communication Oversee patient communication platforms including text-to-pay, IVR systems, and email outreach Ensure all billing-related interactions are accurate, respectful, and easy to understand Respond to disputes and patient inquiries with empathy, clarity, and professionalism Compliance & Process Improvement Ensure adherence to all federal and state regulations governing healthcare collections and billing Identify inefficiencies in workflows and collaborate with cross-functional teams to implement solutions

Qualifications:

Education:

Bachelor’s degree in Healthcare Administration, Business, or related field (or equivalent experience)

Experience:

5+ years of experience in healthcare revenue cycle operations or medical billing 3+ years of leadership experience managing patient collections teams Demonstrated success in improving collections performance and vendor oversight

Technical Skills:

Proficiency in Microsoft Office tools (Excel, Word, Outlook, PowerPoint) Experience working with medical billing software and EHR systems FzlCM5Ucsr