Note: The job is a remote job and is open to candidates in USA. BOND Orthodontic Partners 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, autopay 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 workforce 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 change
- Monitor vendor service level agreement compliance and conduct 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 consumer 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 Technology 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 accountability
- Minimum 3 years of leadership or management experience, including experience managing team leads or supervisors rather than individual contributors only
- Experience owning self-pay collections, patient payment plans, or patient accounts receivable at a multi-site organization
- Strong understanding of patient financial services operations, including financial arrangements, payment plan structures, and self-pay collection strategy
- Working knowledge of consumer credit and collection requirements applicable to healthcare providers, including the Truth in Lending Act and Regulation Z, the Fair Debt Collection Practices Act, and state debt collection statutes
- Understanding of how insurance benefit estimates translate into patient financial responsibility, sufficient to set presentation standards
- Advanced analytical and problem-solving skills, with the ability to translate patient AR data into operational action
- Experience using practice management and revenue cycle systems and reporting tools
- Proficiency with Microsoft Excel, Power BI, and financial reporting tools
- Strong communication, coaching, and leadership abilities, including the ability to lead a distributed and remote team
- Demonstrated ability to balance collection performance with a positive patient experience
- This is a fully remote position. The employee is responsible for maintaining a private, secure home work environment with reliable high-speed internet suitable for handling protected health information
- Occasional travel to practice locations or company meetings may be required
- Most of the time will be spent on the computer. Must be able to sit for long periods of time
- Core business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Time. Flexibility in hours is required, as coordination with the Lead Regional Financial Coordinators in other time zones and the offshore contracted workforce may require availability outside of core hours
- Dental, orthodontic, or DSO experience strongly preferred, including familiarity with treatment contracts and extended payment arrangements
- Experience managing outsourced, offshore, or BPO vendor relationships, including performance management and resource selection, preferred
Benefits
- This is a fully remote position.
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