Patient Call Center Manager

Job Description

Job Description

Company: KovoRCM

Job Title: Patient Call Center Manager

Department: Operations

Level: M1

Employment Status: Full-Time, Hourly, Non-Exempt

Reports To: Director of RCM Operations

Direct Reports: Patient Specialists I and II

Location: Remote in these states only:

AL • AZ • CA • CO • FL • GA • IL • IN • MD • MI • MO • MT • NC • NE • NV • OH • TX • UT • WI

Compensation: $24.00 – $30.00 an hour, plus incentive structure

Benefits:   Health/Dental/Vision, 401(k) match, PTO, and more

The Patient Call Center Manager leads the Payer Services/Documentation department, overseeing a team of specialists responsible for payer documentation operations, denial resolution, payer escalation management, and revenue recovery. This role owns departmental performance end-to-end — setting strategy, managing staff, driving goals, and serving as the primary point of accountability to leadership for payer-related outcomes. The Patient Call Center Manager builds team capability, improves operational workflows, and ensures the department delivers measurable reimbursement results.

Key Responsibilities

• Manage and lead the team, including hiring, performance management, workload distribution, and career development for specialists I and II.
• Own the department's escalation path, stepping in personally on the most critical or high-dollar payer disputes, audits, and appeals when specialist-level resolution isn't sufficient.
• Set departmental goals, KPIs, and performance benchmarks, and hold the team accountable to them through regular reporting and reviews.
• Analyze payer behavior, reimbursement trends, and denial patterns at a department-wide level to identify systemic issues and prioritize improvement initiatives.
• Design and implement strategies to improve reimbursement outcomes and reduce payer-related revenue leakage across the team's book of business.
• Partner with executive leadership on revenue cycle strategy, budget planning, and cross-departmental initiatives.
• Oversee review of high-dollar claims, payer audits, and complex appeal submissions handled by the team, ensuring quality and consistency.
• Serve as the primary point of contact for clients, providers, payers, and executive stakeholders on escalated or strategic revenue cycle matters.
• Evaluate payer contracts, reimbursement methodologies, and documentation requirements, and represent PSD's interests in contract or policy discussions.
• Own quality assurance for the department — establishing standards, auditing team output, and driving corrective action where needed.
• Lead the design, implementation, and optimization of operational processes, tools, and automation.
• Direct the creation of training materials, SOPs, and educational resources; ensure the team is trained and onboarded effectively.
• Coach, mentor, and develop specialists at all levels.
• Lead advanced denial and reimbursement analysis at the department level to shape process improvement roadmaps.
• Manage role in client implementations, transitions, acquisitions, and operational growth initiatives.
• Represent the department in strategic planning discussions related to revenue cycle operations and payer management.
• Ensure departmental compliance with all federal, state, payer, HIPAA, and client-specific requirements.

Qualifications

• 5+ years of healthcare revenue cycle management experience, including prior experience in a senior specialist or supervisory capacity.
• 2+ years of direct people management experience
• Strong experience leading process improvement initiatives and operational workflow enhancements at a departmental level.
• Experience developing SOPs, training programs, and quality assurance processes.
• Strong leadership, people-management, and cross-functional collaboration skills.
• Exceptional analytical, problem-solving, and strategic thinking abilities.
• Demonstrated ability to influence executive decisions and drive measurable financial outcomes.
• Experience managing budgets, staffing plans, or departmental resourcing preferred.