Job Description

Job Title: Manager, Patient Financial Operations

Reports To:Director, RCM

Exempt Status:Salaried

Location:Remote

The Manager, Patient Financial Operations leads BOND's patient financial services function across all practices and states. This role is accountable for patient-pay performance, including treatment financial arrangements, down payment capture, patient payment plan administration, self-pay collections, patient accounts receivable, and the patient financial experience.

The Manager directly leads two Lead Regional Financial Coordinators and is accountable for the quality, productivity, and compliance of the third-party offshore contracted workforce performing Regional Financial Coordinator functions. The role sets standards, measures results, and drives improvement in patient collections; it does not perform patient collection transactions.

This position is limited to the patient-pay side of the revenue cycle. Insurance claim submission, insurance collections, payer contracting, credentialing, and eligibility verification are outside the scope of this role and are managed by separate leadership.

The following is a list of specific duties which are essential functions of this job. The list is not exhaustive, as all duties are subject to change. Note that while the practice may provide an addendum to this job description that outlines some responsibilities specific to the practice needs, it does not replace this job description. While an effort has been made to describe the customary way this job is performed thoroughly, reasonable accommodation will be made upon notification for qualified individuals with disabilities who may not be able to perform the job in the manner indicated.

• 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.

Requirements:

• 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.

• 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.

• 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.

The Manager, Patient Financial Operations may be evaluated on:

• Patient-Pay Collection Rate

• Patient Accounts Receivable Aging

• Down Payment Capture Rate

• Payment Plan Delinquency and Default Rate

• Autopay Enrollment Rate

• Bad Debt and Write-Off Percentage

• Contract-to-Collection Performance

• Offshore Contractor Quality, Productivity, and SLA Performance

• Lead Regional Financial Coordinator Performance, as set by leadership

• Patient Financial Experience and Complaint Measures

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. This role routinely uses standard office computer equipment such as computers, laptops, and printers. Occasional travel to practice locations or company meetings may be required.

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

Most of the time will be spent on the computer.Must be able to sit for long periods of time.

This is a full-time, exempt, fully remote position. 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.

This position directly manages two Lead Regional Financial Coordinators and, through those Leads, is accountable for patient financial operations across all regions and states. The position is additionally accountable for the quality, productivity, and compliance of the third-party offshore contracted workforce performing Regional Financial Coordinator functions. Offshore personnel are sourced, employed, and compensated by the third-party vendor; this role's authority over that workforce is limited to resource selection and removal from the BOND account and performance management under the vendor agreement, and does not extend to employment decisions.

This position is classified as Salaried/Exempt under the executive exemption: it manages a recognized subdivision of the Revenue Cycle Management department, customarily directs the work of two or more full-time employees, and its recommendations on hiring, advancement, and termination are given particular weight. The administrative exemption provides an independent basis, given the role's exercise of discretion and independent judgment over patient financial policy, approval authority, and vendor resource selection.

Because this position is fully remote, exempt classification, minimum salary threshold, overtime rules, paid leave entitlements, and pay transparency obligations are governed by the law of the state in which the employee resides and performs work. Several states in which BOND operates apply a stricter exemption duties test and a higher minimum exempt salary threshold than federal law. Exempt status and compensation must be confirmed against the requirements of the selected candidate's work state before an offer is extended, and reconfirmed if the employee relocates.

The Employee shall maintain the confidentiality of all protected health information (PHI) whether electronic, written or oral to which he/she may be exposed either during the course of their duties or the result of an incidental disclosure.In accordance with the minimum necessary standard, the employee may only access PHI to perform the job.

o View, create, add, and modify clinical and demographic protected health information as needed to perform patient financial operations functions.

o Disclose clinical and/or demographic protected health information for the purpose of patient treatment, healthcare operations and/or payment for services.

o Disclose all protected health information for any authorized purpose.

o The minimum necessary standard must be applied in all matters and shall continue privacy protection during non-working hours and after employment is no longer with the company.

The ideal candidate is a patient financial services leader who can hold collection performance and patient experience in balance. They bring proven experience leading team leads rather than individual contributors, holding an offshore contracted workforce accountable to defined performance standards, and owning self-pay collections and patient accounts receivable across a multi-site organization. They are comfortable setting policy, defining approval authority, and using data to drive consistent execution across a distributed team.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bond and its affiliates provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Bond and its affiliates comply with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.