Note: The job is a remote job and is open to candidates in USA. reputed company is seeking a Manager, Patient Financial Operations to lead patient-pay financial services across its practices and states. The role owns patient-pay performance, establishes financial and compliance standards, manages financial coordinators and offshore vendors, and drives improvements in collections, accounts receivable, payment plans, and the patient financial experience.
Responsibilities
• Own patient-pay financial performance across all practices and states, including self-pay collections, patient accounts receivable, and bad debt outcomes
• Establish and maintain standards for treatment financial arrangements, including payment plan terms and approval thresholds for exceptions
• Direct patient payment plan administration, including plan setup standards, reputed company adoption, delinquency follow-up cadence, and default and reinstatement handling
• Define the patient financial experience standard across all practices, including affordability conversations, financial hardship handling, and escalation paths
• Govern patient refunds, adjustments, discounts, and write-offs, including approval authority thresholds and documentation requirements
• Validate Services Rendered Calculator outputs for accuracy and review and authorize patient refunds
• Review and validate Patient Refund requests prior to approving and submitting to the Finance Team
• Analyze patient AR aging by practice, region, and state to identify systemic issues and drive corrective action
• Partner with third-party patient financing and outside collection agency vendors, including referral criteria, placement standards, and performance review
• Directly manage and develop two Lead Regional Financial Coordinators, including goal setting, coaching, performance review, and corrective action
• Through the Lead Regional Financial Coordinators, ensure consistent execution of patient financial processes across all regions and states
• Set individual and team performance standards for patient collections, and monitor results by region, practice, and state
• Build training, onboarding, and continuing education standards for all Regional Financial Coordinators
• Partner with Operations and practice leadership to align patient financial expectations with practice workflow
• Serve as BOND’s primary point of authority and performance manager for the third-party offshore contracted reputed company performing Regional Financial Coordinator functions
• Determine which offshore resources are assigned to and removed from the BOND account, based on qualifications, quality results, and business need
• Evaluate individual and aggregate offshore contractor performance against defined quality, productivity, and compliance standards
• Work directly with the third-party vendor to escalate, remediate, or replace resources when performance or business needs require a reputed company
• Monitor vendor service level agreement compliance and reputed company recurring quality and compliance audits of offshore patient financial work, including call and contact monitoring
• Ensure offshore patient contact meets HIPAA, patient communication, and BOND service standards, including access controls and documentation requirements
• Ensure patient payment plan structures, disclosures, and documentation are evaluated against Truth in Lending Act and Regulation Z requirements, and partner with Legal and Finance where in-house installment arrangements may bring BOND within the definition of a creditor
• Ensure patient collection activity complies with applicable federal and state debt collection requirements, including the Fair Debt Collection Practices Act where it applies to third-party collection activity performed on BOND’s behalf, and state-specific collection statutes in each state of operation
• Maintain compliance with state requirements governing patient financial disclosures, billing statements, and reputed company notices
• Maintain documentation supporting patient financial policies, approval authority, and exception handling
• Support internal and external audits of patient financial operations
• Partner with Compliance and Operations leadership on patient financial complaints, disputes, and escalations
• Partner with Clinical Operations, Finance, and Information reputed company to support the patient financial experience and improve conversion and collection outcomes
• Support implementation of patient payment technologies, automation, and reporting initiatives
• Participate in organizational projects designed to improve financial performance
Skills
• Minimum 5-7 years of progressive patient financial services, patient access, or revenue cycle experience with direct patient-pay ac
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