Sr Operations Manager - Early Out Services

POSITION SUMMARY

We are seeking an experienced and results-driven Sr. Operations Manager to oversee our Early Out Services team within the Revenue Cycle Management (RCM) division. The Sr. Operations Manager will be responsible for the end-to-end execution, performance, and compliance of self-pay and early-out collection services. This role requires strong leadership, process optimization, and a deep understanding of revenue cycle operations, particularly patient billing and early-stage collections. Collaboration and accountability are key, as the manager works closely with teams to foster a high-performance culture.

POSITION RESPONSIBILITIES

· Oversee daily operations of the Early Out Services team, ensuring performance targets and service level agreements (SLAs) are consistently met or exceeded.

· Develop and implement strategies to optimize account resolution, reduce days in accounts receivable, reduce call handling time and improve patient satisfaction.

· Maintain high service standards by ensuring prompt and effective resolution of customer inquiries and payment-related concerns.

· Manage, coach, and mentor a team of supervisors, team leads, and agents; oversee staffing, training, and performance management.

· Foster a culture of accountability, teamwork, and continuous improvement among call center agents.

· Monitor KPIs, conduct performance reviews, and implement process improvements based on data analysis.

· Collaborate with clients to understand their goals and expectations; ensure alignment between service delivery and client objectives.

· Ensure compliance with HIPAA, FDCPA, and other federal/state regulations governing patient communications and collections.

· Lead quality assurance initiatives, including call monitoring, documentation reviews, and feedback programs.

· Partner with IT and analytics teams to enhance system functionality, reporting, and workflow automation.

· Prepare and present operational reports to executive leadership and clients.

· Assists with special projects and other duties as assigned.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Business, Healthcare Administration, or related field (Master’s preferred).

· 5+ years of experience in revenue cycle management, with at least 3 years in a leadership role focused on early out/self-pay collections.

· Certification in Healthcare Financial Management (CHFP, CRCR) or Six Sigma/Lead methodologies.

· Strong background and familiarity with call center technologies and patient engagement platforms.

· Proven ability to manage cross-functional teams in a fast-paced, metric-driven environment.

· Strong analytical skills with the ability to interpret data and drive performance improvements.

· Excellent communication, interpersonal, and organizational skills.

· Experience with RCM platforms (e.g., Ontario Systems (Artiva), Epic, Cerner, Meditech, or proprietary systems).

· Solid knowledge of healthcare billing, collections, and patient financial services.

· Excellent verbal and written communication skills.

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

· Ability to prioritize tasks and to delegate them as and when appropriate.

· Proven ability to act with integrity, accountability, professionalism and confidentiality.

· Ability to work quickly and concisely under pressure while being pro-active and a resourceful team member WORK ENVIRONMENT / PHYSICAL REQUIREMENTS

· Work environment is an office location. The position requires the dexterity to operate office equipment such as a personal computer, keyboard, mouse and telephone

· Occasional lifting may be required up to 25 lbs

· Must be able to sit for extended periods of time with frequent bending and stooping

ADDITIONAL NOTES

· This role profile is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position

GetixHealth is an equal employment opportunity employer.