Revenue Cycle Management Patient Support Manager (athenaOne)

The Revenue Cycle Management Patient Support Manager will be responsible for call center operations, RCM ticketing in ManageEngine ServiceDesk Plus MSP, and triage and follow-through for athenaOne patient cases. The Patient Support Manager will manage the offshore patient support team and assigned internal staff, and ensure patient and practice requests reach the correct team and are resolved accurately and timely. Functional RCM teams perform the corrective work. The Patient Support Manager will be highly motivated to face challenges of a rapidly growing organization and committed to service excellence.
Responsibilities include:

Upholds, teaches, and enforces Panoramic Health Core Values
Leads daily call center and patient support operations, including staffing coverage, schedules, and queue assignments
Manages offshore patient support operations and assigned internal staff, including workload, productivity, quality, training, and service expectations. Reviews results with vendor leadership
Owns RCM support ticketing and athenaOne patient case intake, triage, and routing to the team that owns the corrective action. Prevents unassigned work, duplicate requests, and repeated transfers between teams
Sets response, follow-up, escalation, and resolution expectations with functional leaders. Monitors aging and escalates missed commitments to the appropriate leader and the Director of RCM
Coordinates billing inquiries, insurance concerns, payment questions, refund requests, and financial assistance inquiries. Ensures policy decisions and financial approvals are made by authorized owners
Verifies each interaction is documented accurately and resolution is confirmed before a ticket or case is closed
Holds assigned RCM teams accountable for responses and corrective work, and coordinates with Revenue Cycle Regional Account Managers to validate practice concerns
Identifies recurring issues affecting collections, including underpayments, payer problems, and denial patterns, and refers them to the Director of RCM with supporting examples and impact
Monitors and reports call, ticket, and patient case performance, including service level, abandoned calls, response times, repeat contacts, aging, resolution time, and reopen rates. Explains backlog changes
Conducts call and case quality reviews, coaches staff, and maintains SOPs, routing rules, escalation paths, coverage plans, and training resources
Defines routing, reporting, and automation requirements with IT, and coordinates call center technology, including RingCentral, with IT and the RCM Project Manager. Technical administration remains with IT
Perform other duties and responsibilities as required, assigned, or requested.

Qualifications:

Bachelor’s degree is not required. Equivalent experience accepted.
5+ years of healthcare revenue cycle, patient financial services, or patient support experience.
Minimum 2 years of leadership experience.
Call center leadership and service desk or ticketing system experience required. Prior ManageEngine experience not required.
Offshore team or vendor management experience required.
athenaOne experience required.
Excellent interpersonal and communication skills.
Strong knowledge of patient billing support and physician revenue cycle workflows.
Hands-on athenaOne skills, including patient accounts, patient cases, claim information, and documentation.
Ability to manage call center capacity, queues, ticket aging, service levels, and escalation workflows.
Strong offshore team and vendor management skills, including coaching and performance review.
Ability to reconcile reports to underlying work and distinguish request closure from completed corrective work.
Sound judgment with patient concerns, confidential information, and requests requiring policy or financial approval.
Strong Microsoft Office skills, specifically Excel and PowerPoint.