Patient Financial Services Manager

Role and Responsibilities

The Patient Financial Services Manager is responsible for the overall operations of the Patient Financial Service department (PFS1 and PFS2). This position oversees the billing and collections of patient accounts, manages the relationship with third-party collection agencies, promotes employee productivity, and is responsible for planning, implementing, and influencing department processes resulting in the delivery of high-quality service to the patients and our clients. The PFS Manager is accountable for the day-to-day management of personnel, timekeeping, employee evaluations, counseling, interviewing, and selection of staff. Responsible for continued improvement of staff through education, training, and positive reinforcement of appropriate working practices.


  • Facilitates recruitment and hiring of Patient Financial Services team members
  • Ensures team members have clear metrics of what is expected
  • Determines appropriate staffing levels for the department based on in depth data analysis
  • Responsible for training new staff and continued education of tenured staff for the purposes of continued process improvement
  • Coaches team leaders, direct reports, and team members to create a productive work environment
  • Creates a high performing team by building strong relationships, mobilizing others to action, and effectively leveraging the talent of the team
  • Manages and supports conflict/issue resolution by implementing appropriate corrective actions, improvement plans and regular performance evaluations
  • Fosters an inclusive and engaged environment through teamwork and collaboration
  • Demonstrates accountability and commitment to quality work
  • Prepares and analyzes all department reports to monitor trends and determine operational deficiencies implementing corrective-action plans as necessary while identifying ways to increase efficiencies and streamline processes
  • Leads departmental efforts to improve patient collections and maintain SLAs
  • Develops and maintains reporting tools to illustrate department productivity goals
  • Maintains knowledge of current and new Health Care regulations and policies and keeps other departments informed of changes, revisions, and updates in established or new processes
  • Maintains confidentiality in all matters that include Patient Health Information and Employee Data
  • Maintains responsibility for inter-and intra-departmental communication, special projects, and services
  • Develops and maintains vendor relationships and contacts
  • Monitors and develops action plans to ensure customer satisfaction
  • Provides overall direction and supervision to the patient AR process across all customers


  • Customer-oriented and problem-solver mindset
  • Data-driven with excellent analytical and problem-solving skills
  • Exceptional interpersonal, verbal, and written communication skills
  • Proficient in the English verbally and in written communications
  • Knowledge of Revenue Cycle in U.S. Healthcare
  • High-level of accuracy and attention to detail, flexibility, and ability to attend to competing priorities in an effective and timely way, while prioritizing effectively in a team environment
  • Excellent customer service skills
  • Able to motivate, coach, train, provide constructive feedback; lead staff to ensure the achievement of department’s goals.
  • Able to relate cooperatively and constructively with customers, co-workers, and subordinates


  • 5+ years of customer facing experience
  • 3+ previous experience managing call center operations
  • Strong oral, written, and interpersonal communication skills, sufficient for both internal and customer-facing communications.
  • Proven ability to effectively manage and organize assigned tasks and workflow
  • No disciplinary actions in the last 6 months
  • At least 6 months in current position
  • Able to travel if required
Job Type: Full Time
Job Category: Operations
Job Location: Heredia CR

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