Job Description

About the Company

Orthopedic Billing Consultants is a boutique Revenue Cycle Consulting Firm based in Rockville, MD. We are looking for a Manager to join our Patient Financial Services/Call Center team

About the Role

Reports To: Director of Revenue Cycle

The Manager of the Patient Call Center oversees daily operations of the patient-facing call center, ensuring high-quality service, efficient call handling, and financial communications. This role is responsible for staff management, performance metrics, process improvement, and delivering excellent patient experience while supporting revenue cycle goals.

Responsibilities

Call Center Operations

• Manage daily operations of the patient call center
• Ensure calls are handled efficiently, accurately, and in accordance with service-level standards.

Leadership & Staff Management

• 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.

Patient Experience & Service Quality

• Ensure consistent, professional, and empathetic communication with patients.
• Serve as escalation point for patient complaints.
• Implement quality assurance reviews, call monitoring, and feedback programs.

Performance Metrics & Reporting

• 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.

Technology & Process Improvement

• 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.

Compliance & Collaboration

• Ensure compliance with HIPAA, privacy regulations, and internal policies.

Qualifications

• 5+ years of call center or patient access experience in a healthcare setting.
• 2+ years in a supervisory or management role.

Required Skills

• 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 Skills

• Experience in physician practice, orthopedic, or ASC environments.
• Familiarity with revenue cycle workflows.
• Experience implementing call center QA programs and performance dashboards.

Equal Opportunity Statement

OBC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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