Make your next big career move by applying as KMC Solutions next PATIENT AR CALL CENTER MANAGER!
The Patient AR Call Center Manager oversees the daily operations of the patient accounts receivable team, ensuring timely follow-up on outstanding insurance claims and patient balances. This role is responsible for driving collections performance, maintaining compliance with US healthcare billing regulations, and developing a high-performing team based in the Philippines.
On top of your salary, here are the exciting benefits you can look forward to:
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
The main responsibilities of a PATIENT AR CALL CENTER MANAGER include:
Operations & Performance
- Manage day-to-day AR call center operations, including inbound and outbound patient billing and insurance follow-up calls
- Monitor and achieve KPIs such as Days in AR, first-pass resolution rate, collection rate, call handle time, and abandonment rate
- Oversee work queues and ensure claims are worked within payer timelines to prevent timely filing denials
- Identify trends in claim denials and coordinate with coding, billing, and client teams on root cause resolution
Team Leadership
- Recruit, hire, onboard, and retain AR specialists and team leads
- Conduct regular performance reviews, coaching sessions, and coordinate with HR on disciplinary actions as needed
- Develop training programs covering HIPAA, payer-specific rules, denial management, and patient communication
- Foster a culture of accountability, quality, and continuous improvement
Compliance & Quality
- Ensure strict adherence to HIPAA and US healthcare privacy regulations
- Implement and monitor QA processes, including call monitoring and account audits
- Stay current on CMS guidelines, payer policy updates, and Philippine labor law requirements
Client & Stakeholder Management
- Serve as the primary operational point of contact for US-based clients or internal stakeholders
- Provide regular reporting on team performance, AR aging, and collections trends
- Escalate complex billing disputes, payer issues, or patient concerns appropriately
Technology & Process Improvement
- Oversee use of practice management and billing systems (e.g., Go Rev, Athena, AMD)
- Identify and implement workflow improvements to increase efficiency and improve collections benchmark.
- Collaborate with IT and system administrators on tool enhancements or integrations
To apply, you must be an expert on the following requirements:
- Any degree preferable Business Administration / Healthcare Management, or a related field
- 5+ years of experience in US healthcare AR, medical billing, or revenue cycle operations
- 2+ years of experience in Patient collections workflow managing a call center operation.
- 2+ years in a managerial role in a Healthcare BPO or shared services environment
- Strong knowledge of US insurance payers (Medicare, Medicaid, commercial), denial codes, and EOB/ERA interpretation
- Proficiency in English (written and verbal) at a professional business level
- Experience with billing software and MS Office / Google Workspace
It will also be favorable if you are knowledgeable in:
- Familiarity with Philippine call center BPO labor regulations and night shift operations.
- Experience working with US hospital systems, physician groups, or multi-specialty practices.
