Job Description:

Collections Manager-Healthcare

Established and growing Revenue Cycle Management company seeking a results-oriented and hands-on Collections Manager who excels in a fast-paced, performance-driven environment and leads by example. This is a working manager position that will report to the Director of Bad Debt Operations, responsible for coaching, developing, and motivating a team of collectors while actively managing an individual portfolio of accounts. Success in this role is defined not only by achieving client recovery goals, net revenue and KPI targets, but also by maintaining compliance, fostering employee engagement, and developing talent.

About Us

FirstCredit/RevCare, Inc. specializes in third-party healthcare receivables management, serving some of the nation’s largest healthcare systems. We recognize that behind every account is a patient, and our approach is centered on delivering respectful, patient-focused engagement throughout the collections process.

Why Join Us?

• Competitive, performance-based compensation with strong earning potential
• Opportunity to make a measurable impact on both team performance and organizational success
• A supportive culture that prioritizes professional development, compliance, and continuous improvement

Key Responsibilities

Leadership & Talent Development

• Motivate a team of collectors to meet and exceed performance, quality, and compliance objectives
• Organizes and supervises staff to work in accordance with operating protocols to achieve maximum efficiency. Assists with the evaluation of ongoing operations and programs regularly for efficient resource use.
• Lead onboarding, training, and development using effective learning methodologies
• Foster a culture of engagement, accountability, and retention while reducing turnover and absenteeism
• Manage day-to-day personnel responsibilities, including scheduling, timekeeping, and performance documentation

Performance Management

• Monitor individual, team, and Client KPIs, call quality, and productivity metrics
• Conduct call monitoring, account reviews, and quality audits, providing clear and actionable feedback
• Recognize high performance and address performance gaps through coaching and corrective action plans
• Ensure alignment with organizational standards, client expectations, and operational goals
• Assists in developing, implementing, and revising departmental policies and procedures
• Monitors inbound/outbound telephone queues resulting from successful automated calls and letter campaigns.

Collections Strategy Execution

• Implement and reinforce effective collection strategies across team portfolios and personal assignments
• Manage escalated, complex, and sensitive accounts with professionalism and discretion
• Review account inventory daily to ensure proper prioritization and effective right-party contact strategies
• Collaborate with leadership to identify and implement workflow, inventory, and process improvements
• Meets regularly with the FirstCredit management team to review trends related to collections, billing issues and contact center/client performance.

Compliance & Risk Management

• Maintain strict adherence to all applicable laws, regulations, and internal compliance standards
• Proactively identify and address compliance risks, including safeguarding protected health information (PHI)
• Support internal audits, quality assurance reviews, and compliance initiatives
• Ensure adherence to call protocols and required safeguarding procedures
• Responsible for weekly/ monthly/status reporting (development/preparation/maintenance of reports) submitted to both clients and executive leadership.
• Monitors inbound/outbound telephone queues resulting from successful automated calls and letter campaigns.
• Perform consistent quality reviews on staff by sampling accounts and listening to live calls.
• Directly manage call workflows (manual and via an automated auto-dialer) and backlog reduction.
• Develop procedures and work practices designed to maximize performance and overall collection activities.

Qualifications

Experience & Skills

• 2–3+ years of experience in third-party collections or a related field
• Demonstrated leadership or supervisory experience strongly preferred
• Proven ability to recruit, train, coach, and manage team performance
• Strong knowledge of debt collection regulations and industry best practices
• Results-driven with excellent organizational and time management skills
• Effective communicator with the ability to manage difficult conversations and collaborate with HR
• Proficiency in collections systems and related technologies
• Knowledge of multiple hospital EHR’s is preferred, including EPIC
• Intermediate to advanced level proficiency of Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• Must be a self-motivated individual with a positive and exceptional work ethic.

· Other duties may be added, and this job description can be amended at any time.

Education & Background

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 5 years’ related experience in an RCM customer service environment, patient contact center or call center.
• Minimum of 3 years’ direct supervisory experience.
• Demonstrated skills in A/R management, customer service, problem assessment, resolution, and a strong proficiency in healthcare as it pertains to self-pay billing, A/R and collections.
• Ability to work collaboratively with team members and leadership, strong customer service skills that demonstrate tact and sensitivity in stressful situations.
• Ability to work independently, follow through and handle multiple tasks simultaneously.
• Excellent verbal and written communication skills.
• Ability to successfully complete background and criminal screenings at hire and as required thereafter

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Work Location: In person