Manager Operations – Collections

Confidencial (Apenas para Cadastrados) provides technology-enabled Revenue Cycle Management solutions to US healthcare providers. The company leverages over 30 years of deep domain expertise, machine learning, AI, cutting-edge analytics, and automated workflows that help improve cash flow, patient outcomes and enable peace of mind for their clients. At Confidencial (Apenas para Cadastrados), day after day, we not only hold ourselves accountable for setting and maintaining high standards, but we also passionately strive for the highest achievement, customer delight and thrive on the challenge of high expectations and commitment to excel.

HealthRecon was certified a Great Workplace by Great Place to Work® Sri Lanka since 2018 and was adjudged one of the 40 Best Workplaces in Sri Lanka by Great Place to Work® Sri Lanka in 2021. We are also a participant of the United Nations Global Compact.

We are looking for Manager Operations – Collections to join our team. Please review the criteria and other information listed below thoroughly prior to applying and pay specific attention to the work week, shift details and other features of the job.

Due to the large volume of applications we receive, all applications will be reviewed in the order in which they were received and only the candidates short-listed for the first round of interviews will be contacted. Thank you for your understanding.

Job Vacancy:
Manager Operations – Collections

Work Week:
Monday to Friday

Shift Window:
7:30 PM to 4:00 AM SLST (Night Shift)

Important: Confidencial (Apenas para Cadastrados) currently operates under a hybrid work arrangement, with the number of remote workdays varying by team. However, depending on client deliverables and business needs, employees may be required to work on-site for all five weekdays.

By applying, you acknowledge and agree to be available for in-person work five days a week if required.

Other Features:
Full-time
US calendar applicable

Responsibilities:

• Provide leadership, mentoring, coaching and education to develop and maintain an effective, well‐trained staff based on performance standards.
• Make sure the collections’ turnaround time is achieved.
• Monitor daily production tracker of assigned client portfolio.
• Monitor 30 plus AR and ensure team achieves expected paid rate of the assigned client portfolio.
• Make sure effective client communication is managed whilst assuring client responsiveness within TAT.
• Handle the client queries in a timely manner.
• Review the performance of the assigned client portfolios, identifying gaps and proactively filling all gaps for better client satisfaction and advocacy.
• Report & MI generation, share them with all relevant internal and external stakeholders such as billing, posting team, leadership teams and clients.
• Analyze current workflows/processes, develop and communicate the best practice with the team members.
• Communicate performance expectations to staff, work with staff to set goals linked to organizational initiatives and supports efforts towards achieving those goals.
• Enforce company regulatory standards to ensure the area of responsibility is in compliance with HIPPA and ISO standards.
• Review SOPs and policies and make sure that SOP are met all times in service delivery.
• Address operational issues and concerns in a timely manner and escalate to the senior management appropriately.
• Assist the management in recruiting, training, performance evaluation, and promotion and termination activities by closely working with HRBPs.
• Determine staffing requirements, work assignment and schedules for new projects.
• Ensure to respond back to internal e-mails within the shift time, and for External e-mails to be responded within the client TAT.
• Assess the technical training requirements of the team members and address them by sharing the knowledge, managing the job training function of team members in collaboration of Technical Training team and immediate reportees.

Qualifications/Criteria:

• Bachelor’s degree in finance, Healthcare, Business, or related field.
• Overall RCM experience of 6+ years, with at least 4 years in people management, including at least 5 years of specialized experience in Hospital AR Collections.
• In-depth knowledge of EPIC Software.
• In-depth knowledge of RCM domain.
• Positive attitude and the ability to positively influence the team.
• Excellent communication skills, both verbal and written.
• Strong presentation skills.
• Sound business acumen.
• Continual learning and improving mindset.
• Analytical thinking.