Job Description

Job Description

Job Description

Healthcare RCM & Patient Contact Center Manager
Dallas, TX (relocating to Richardson, TX in late 2025)
Full-Time | Direct Hire | Exempt
Salary: Up to $80,000 base (DOE)

About the Role

We’re seeking a hands-on and strategic Healthcare Contact Center Manager to lead our patient collections and customer service operations while supporting the future expansion into full Revenue Cycle Management (RCM) services. This is a key leadership role responsible for driving day-to-day team performance, improving patient satisfaction, and building scalable RCM processes for long-term growth.

The ideal candidate will have strong call center operations leadership , experience in healthcare collections , and a clear understanding of the RCM lifecycle — from patient access to payment posting.

Responsibilities

Current Responsibilities – Call Center & Patient Collections

• Lead the daily operations of the patient service and collections team , including inbound/outbound calls, payment arrangements, and escalations
• Monitor and improve performance metrics such as CSAT, resolution time, collection rate , and agent productivity
• Set and enforce high service standards around empathy, professionalism, and accuracy
• Provide coaching and mentorship to supervisors and agents to drive KPI achievement
• Manage multiple client portfolios with appropriate resource allocation and SLA compliance
• Oversee reporting, call audits, QA reviews, and training coordination
• Ensure compliance with all HIPAA and regulatory guidelines

Future Scope – RCM Expansion

• Assist leadership in defining SOPs and building out end-to-end RCM capabilities , including:
• • Claims submission
  • Accounts receivable follow-up
  • Denials management
  • Payment posting
• Collaborate with clearinghouses, billing vendors, and payers to optimize workflows
• Help implement performance dashboards and RCM tracking/reporting tools

Strategic & Cross-Functional Leadership

• Interface with clients in regular meetings and business reviews
• Partner with offshore support teams to manage shared service execution
• Identify and close process gaps through workflow audits
• Provide staffing, resource planning, and succession planning
• Deliver recurring performance reports to executive leadership
• Champion team culture, employee development, and conflict resolution

Required Qualifications

• 5–8 years of healthcare experience in call center operations , patient services, or collections
• 5+ years of progressive experience in RCM , including at least 2 years in a leadership role
• Demonstrated success managing patient collections or healthcare call centers
• Familiarity with HIPAA, healthcare compliance, and payer rules
• Proven experience with SOP creation, staff coaching, and performance management
• Working knowledge of healthcare billing software (AdvanceMD or similar)
• Proficient in Excel and reporting tools for tracking and analyzing performance data
• Excellent communication, interpersonal, and organizational skills

Preferred Qualifications

• Bachelor’s degree in Healthcare Administration, Business, or related field
• Exposure to telecom or third-party collections a plus
• Experience managing offshore support or hybrid teams

 

Work Location

Current office is in Dallas, TX (75287) . The team will relocate to Richardson, TX (75081) later in 2025. Candidates should be open to commuting to either location.

Company Description

M&M Strategic Staffing Solutions is a Women & Minority owned company and is proud to be Certified by NMSDC and WBENC.

M&M Strategic Staffing Solutions, Inc. is a specialized Headhunting, Recruiting and Staffing firm that is hired by selective companies across the United States to identify and evaluate some of the top performers in the marketplace. We are dedicated to finding only the strongest candidate exclusively for our clients.

Our intention is to provide a genuine alternative to those companies seeking a different, yet highly effective, staffing & recruiting style with our client’s best interest in mind.

Company Description

M&M Strategic Staffing Solutions is a Women & Minority owned company and is proud to be Certified by NMSDC and WBENC.\r\n\r\nM&M Strategic Staffing Solutions, Inc. is a specialized Headhunting, Recruiting and Staffing firm that is hired by selective companies across the United States to identify and evaluate some of the top performers in the marketplace. We are dedicated to finding only the strongest candidate exclusively for our clients. \r\n\r\nOur intention is to provide a genuine alternative to those companies seeking a different, yet highly effective, staffing & recruiting style with our client’s best interest in mind.

Job Tags

Full time, Work at office, Relocation,

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