Revenue Manager jobs in the United States

About the Company

Revenue Enterprises is a Customer Service Contact Center designed to support the Revenue Cycle and Patient Customer Service needs of our healthcare clients. We operate around the simple principles of integrity, passion, and respect. Holding these values are the foundation of how we approach our clients' success. If our values align with you, join our team and play a unique and important role in our mission to change healthcare for the better.

What makes REL different?

Family owned business where you become part of the family- not just a number

Over 20 years of consistent and healthy growth with world class clients

Your voice is heard and appreciated

You are a part of the success with your ideas and your efforts

You are appreciated and valued

Award winning workplace: 2022 Top 10 Best Places to Work in Collections - Earned #10 spot in the Country!

Competitive pay and incentive program

We promote from within! Grow your career with Revenue Enterprises

Work from home opportunity with modified in-office work options available for those who like the "office" setting

Job Summary

The EBO Program Manager oversees Extended Business Office daily operations for one or more client programs including managing Self-Pay and Scheduling employees, daily account flow; productivity; call center service metrics; work quality and most importantly client relationships and deliverables. The Manager ensures that each representative is fully trained in all client work expectations and having quality conversations with patients to help them understand their balance and their options to resolve while adhering to HIPAA and other governmental regulations.

Additionally, the Manager is responsible for ensuring employees are meeting established metrics and are receiving appropriate reviews and receiving appropriate one on one time with their Supervisor/Manager to motivate for greater performance and/or to coach and enact disciplinary action as needed. The Manager monitors call metrics and works to ensure adequate staffing is available to answer incoming calls in a timely fashion. The Manager enacts and manages workflow policies to ensure that accounts are worked timely and those meeting the criteria for Insurance billing are forwarded for processing to the appropriate internal or external teams. The Manager works directly with their EBO Clients to ensure the team’s work efforts provide valuable support to their business office functions and we are adhering to their patient service, financial and billing policies with our efforts. 

The EBO Program Manager works cooperatively with Leadership and Client Experience teams to ensure that accounts are worked in such a way as to maximize account recovery efforts and we are providing our EBO clients with valuable feedback on the status of their accounts. The EBO Manager reviews system reports and performs call audits for quality and compliance review. The EBO Manager handles escalated consumer calls to answer questions and assists with account resolution. The Manager communicates with both internal and external clients and consumers and must conduct him/herself in a manner that demonstrates Leadership and motivates staff through high quality work efforts and integrity.

Summary of essential job functions:
1. Oversight and management of EBO daily operations for assigned client programs.
2. Oversight and management of program staffing; account work-flow; productivity; call center service metrics; and work quality for EBO programs.
3. Provides and/or Coordinates direct training for EBO Customer Service Representatives in scripting; self-pay collection techniques; Insurance Billing and Follow Up; system update expectations.
4. Coordinates and schedules training with Client Account Management and Client(s) on Client Specific processes and systems.
5. Provides training for employees on expected work efforts and follow-up processes.
6. Monitors recovery efforts and works with Management to ensure work queue structures are in place to maximize recovery for each client program.
7. Regularly audits work efforts to ensure quality and compliance.
8. Reports all QA results back to representatives to help improve performance.
9. Tracks daily; monthly; and yearly trend average Key Performance Indicators for Call Service, attendance and collections. Sends daily dashboard report to Management and Client as requested.
10. Works cooperatively with other REL departments to ensure inventory is worked in a timely and appropriate manner for each client program.
11. Supports REL’s adherence to and ensures staff is trained appropriately on all applicable Federal and State Regulations that govern the work we do to protect consumer confidentiality and in communicating with clients and others regarding their work, including but not limited to the following:
• HIPAA
• FDCPA
• CFPB
• UDAAP
• 501(R)
12. Responds promptly to all Client inquiries and loops in Management and other departments as needed to ensure quick and thorough response to all Client needs.
13. Handles escalated consumer calls for representatives to answer and resolve patient/guarantor questions or disputes on behalf of our healthcare providers while protecting the brand of our clients in the community.
14. Meets regularly with employee to ensure good dialogue is in place on performance, career goals and training needs. Enacts disciplinary measures as needed to improve performance issues.
15. Must be available to work onsite based on the needs of the company around training, coaching, meetings, or other purposes on occasion.
16. Participates in Client Meetings as necessary to report on EBO efforts and ensure Revenue Enterprises EBO Division efforts are meeting the needs of our Clients.

High School diploma and 1-3 years experience in Healthcare Revenue Cycle Operations. 

Prior Management experience required. 

Some college or technical training preferred. 

Minimum Advanced Beginner skills in MS Word, Outlook email and EXCEL. Ability to analyze data and reports. Strong verbal and written communication skills.

Abilities required

• Must be able to sit for work 6-8 hours per day.

• Typing skills 40 words per minute.

• Ability to compose and write instructions, procedures and reports.

• Ability to use multiple computer systems effectively and Intermediate skills on MS Office.

• Ability to read and interpret information.

• Ability to communicate verbally and in writing with various individuals and clients.

• Ability to analyze data and report on findings to Management and Clients.

• Other duties as assigned and determined appropriate for the position.