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.