Anesthesia Dynamics

Role Description Anesthesia Dynamics Management is accepting applications from experienced IDR professionals to support business needs related to Independent Dispute Resolution case preparation, tracking, and out-of-network payment dispute resolution. This role is responsible for managing IDR case activity, ensuring required documentation is complete and timely, monitoring deadlines, and supporting appropriate reimbursement under federal and applicable state dispute resolution processes. The ideal candidate has hands-on experience with IDR, open negotiation, payer disputes, underpayment review, or complex revenue cycle follow-up, and is comfortable working independently in a deadline-driven environment. - Review claims and payment disputes for IDR or other dispute resolution eligibility. - Prepare and submit IDR case documentation in accordance with applicable requirements. - Track case status, deadlines, determinations, and outcomes. - Review EOBs, ERAs, payer correspondence, claim history, and supporting documentation. - Identify missing information, processing issues, and barriers to case resolution. - Maintain accurate case records and reimbursement impact tracking. - Monitor IDR, No Surprises Act, CMS, and payer-related process updates. - Support reporting on IDR volume, outcomes, trends, and recovery opportunities. - Collaborate with AR, billing, denial management, contracting, and operations teams as needed. - Escalate complex or high-risk matters appropriately. Qualifications - Experience in healthcare revenue cycle, claims follow-up, denial management, payer disputes, reimbursement, or underpayment review. - Working knowledge of EOBs/ERAs, payer portals, claim status research, and payment review. - Strong attention to detail and ability to manage multiple deadlines. - Strong written communication and documentation skills. - Ability to work independently in a remote environment. Requirements - Experience with Independent Dispute Resolution, open negotiation, or No Surprises Act processes. - Experience with out-of-network reimbursement, arbitration, or high-dollar payer disputes. - Experience in anesthesia, radiology, pathology, emergency medicine, or hospital-based physician services. - Familiarity with CMS IDR guidance, federal IDR portals, state dispute processes, or payer-specific dispute workflows. - Strong Excel and reporting skills. Benefits - Competitive compensation and benefits package. - Health benefits. - Retirement plan options. - Paid time off. - Additional company-sponsored benefits, subject to plan terms and eligibility requirements. Company Description Anesthesia Dynamics Management is an equal opportunity employer. We consider qualified applicants for employment without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

Role Description Anesthesia Dynamics is seeking a Training Specialist to help employees become confident, prepared, and successful in their roles, with a primary focus on supporting Operations and Revenue Cycle Management teams. This role is ideal for someone who enjoys helping others learn, making complex processes easier to understand, and creating practical training resources that employees can actually use. The Training Specialist will play an important role in helping new and existing team members understand their responsibilities, build confidence in Revenue Cycle workflows, and perform their work with greater consistency and accuracy. The Training Specialist will work closely with Operations, Revenue Cycle Management, HR, Compliance, and department leaders to: - Develop training materials - Support new hire onboarding - Coordinate required training - Document processes - Strengthen the overall learning experience across the organization Key responsibilities include: - Partnering with Operations and Revenue Cycle Management leaders to identify training needs, workflow gaps, and opportunities to better support employees. - Developing, updating, and organizing training materials, job aids, process guides, SOPs, checklists, onboarding resources, presentations, FAQs, and other practical learning tools. - Supporting training related to revenue cycle workflows, operational procedures, systems, documentation standards, quality expectations, and process changes. - Creating consistent, repeatable training paths for new and existing employees. - Working with managers and subject matter experts to ensure training content is accurate, current, clear, and aligned with department expectations. - Supporting new hire onboarding by helping develop role-specific training plans, schedules, checklists, and follow-up resources. - Collaborating with HR and Compliance to support required training programs, including compliance, HIPAA, privacy, security, policy, and other required training topics. - Assisting with assigning, tracking, documenting, and organizing training completion records. - Maintaining organized training libraries, shared resources, documentation repositories, and knowledge resources. - Promoting a culture of compliance, consistency, accountability, continuous improvement, and shared knowledge. Qualifications - Minimum of 2 years of experience in training, learning and development, instructional support, operations support, healthcare administration, revenue cycle, or a related field. - Experience developing and presenting training materials, job aids, process guides, SOPs, onboarding resources, or employee learning tools. - Healthcare revenue cycle experience. - Experience supporting Operations, Billing, AR, Coding, Credentialing, Patient Advocate, or other healthcare administrative teams. - Experience creating and delivering training content for remote or multi-site teams. - Strong written and verbal communication skills, with the ability to explain complex processes clearly. - Ability to work effectively with managers, subject matter experts, and employees across departments. - Proficiency with Microsoft Office, including Word, PowerPoint, Excel, Outlook, and Teams. - Ability to manage multiple priorities, follow through on projects, and maintain organized training documentation. - Experience with learning management systems, knowledge bases, or shared document libraries. - Familiarity with HIPAA, compliance training, healthcare privacy/security expectations, or audit-ready documentation. Requirements - Bachelor’s degree in Human Resources, Education, Healthcare Administration, Business, Communications, Training and Development, or a related field preferred. Equivalent experience will also be considered. Benefits - Opportunity to help build a stronger, more consistent training foundation for a growing organization. - Partner with leaders and subject matter experts. - Support employees as they learn. - Create resources that make day-to-day work clearer and more manageable.

Role Description The Director of Client Engagement provides leadership and operational oversight for an assigned portfolio of anesthesia management clients and the Client Engagement team members supporting those relationships. This role is responsible for fostering strong client partnerships, ensuring exceptional service delivery, supporting client retention efforts, and driving operational excellence across assigned accounts. The Director of Client Engagement serves as a senior escalation point for client concerns, service issues, and operational challenges while collaborating closely with executive leadership and cross-functional departments to ensure client expectations are consistently met. The ideal candidate is an experienced anesthesia operations or anesthesia practice management leader who excels at relationship management, team development, problem-solving, and driving results in a fast-paced healthcare environment. Essential Responsibilities - Leadership & Team Development - Provide leadership, coaching, mentorship, and performance management for assigned Client Relationship Managers and Practice Managers. - Establish clear expectations, goals, and priorities for team members. - Support employee development, succession planning, and career growth opportunities. - Foster a culture of accountability, collaboration, responsiveness, and client service excellence. - Conduct regular one-on-one meetings and performance discussions with direct reports. - Client Relationship Management - Maintain strong relationships with executive-level client stakeholders. - Serve as a senior escalation point for significant client concerns, service issues, and relationship challenges. - Partner with Client Relationship Managers and Practice Managers to proactively identify and address client needs. - Support client retention through timely issue resolution and exceptional service delivery. - Participate in client meetings to address operational concerns, strategic initiatives, and service improvement opportunities. - Assist with onboarding new clients and supporting successful client transitions. - Operational Oversight - Monitor client performance indicators and service metrics to ensure contractual obligations and client expectations are achieved. - Ensure Anesthesia Dynamics is meeting established client service standards, operational goals, and key performance indicators. - Identify trends, risks, and opportunities impacting client satisfaction or operational performance. - Collaborate with Revenue Cycle, Operations, Credentialing, Provider Recruitment, Compliance, and other departments to resolve client issues and improve outcomes. - Promote consistency in processes, communication standards, and service delivery across assigned client accounts. - Strategic Partnership - Partner closely with executive leadership and operational departments to ensure client needs, priorities, and opportunities are effectively communicated and addressed. - Provide regular updates regarding client satisfaction, service concerns, operational challenges, and retention risks. - Contribute to strategic planning efforts related to client growth, service expansion, and operational improvement. - Support business development and acquisition activities by providing operational and client relationship expertise. - Participate in organizational discussions regarding client-related priorities and initiatives. Qualifications - Required - Bachelor's degree or equivalent combination of education and experience. - Minimum of seven (7) years of progressive experience in anesthesia practice management, anesthesia operations, anesthesia client services, or a closely related anesthesia management environment. - Minimum of three (3) years of leadership experience managing managers, supervisors, or professional-level employees. - Demonstrated success managing anesthesia client relationships and resolving complex operational issues. - Strong leadership, communication, relationship-building, and conflict-resolution skills. - Ability to influence outcomes and collaborate effectively across multiple departments. - Meaningful experience supporting anesthesia providers, anesthesia practice operations, and anesthesia management clients. - Preferred - Experience leading remote teams. - Experience supporting multi-site healthcare organizations. - Knowledge of anesthesia operations, provider staffing, revenue cycle management, practice administration, and client engagement best practices. Requirements - Executive presence and professionalism. - Strong relationship management skills. - Strategic thinking and sound business judgment. - Ability to coach, develop, and motivate teams. - Excellent communication and presentation skills. - Strong organizational and problem-solving abilities. - Commitment to delivering exceptional client service. Agency Notice Anesthesia Dynamics does not accept unsolicited resumes or candidate submissions from third-party recruiters, staffing agencies, or search firms. Any unsolicited resumes submitted without a signed agreement in place will be considered the property of ADM, and no fees will be paid. Equal Opportunity Employer Anesthesia Dynamics is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. E-Verify Anesthesia Dynamics participates in E-Verify.

Role Description The Revenue Cycle Analyst supports the financial performance of Anesthesia Dynamics’ client practices by executing and monitoring core revenue cycle activities, under the direction of the Revenue Cycle Manager. This role focuses on analyzing accounts receivable performance, supporting collection workflows, reinforcing revenue cycle protocols, and providing accurate reporting and insights to internal stakeholders. The Revenue Cycle Analyst operates within established revenue cycle processes, leverages expertise to research claim statuses, denials, and unpaid balances, collaborates closely with internal teams and outsourced A/R partners, and escalates complex, non-routine, or systemic issues to management for review. This position requires strong attention to detail, working knowledge of anesthesia billing, proficiency navigating revenue cycle workflows, and the ability to translate data into actionable operational insight. Essential Duties and Responsibilities - Monitor accounts receivable performance to support timely collection of insurance and patient payments in alignment with established A/R benchmarks. - Analyze payment trends, denial patterns, and aging reports, workqueues, and account-level details to identify risks, delays, or improvement opportunities. - Support A/R Managers in implementing, reinforcing, and maintaining revenue cycle protocols and workflows. - Collaborate with outsourced A/R teams to ensure alignment with internal processes, expectations, and performance standards, including consistent documentation and follow-up practices. - Prepare and distribute accurate A/R status reports, payment trend summaries, and supporting data for the Client Engagement team and internal leadership. - Assist in identifying root causes of underperformance related to payers, coding, documentation, or workflow gaps through account review and analysis. - Provide guidance and subject-matter support to the Patient Advocate team on billing-related inquiries and escalation trends by researching billing records and claim history. - Track follow-up activities and ensure required actions are completed timely and documented appropriately. - Escalate complex, non-routine, or high-risk revenue cycle issues identified to the Accounts Receivable Manager. - Stay informed on payer rules, industry trends, and regulatory changes impacting anesthesia revenue cycle performance. - Ensure revenue cycle activities remain compliant with applicable regulations, payer requirements, and internal policies. - Maintain accurate documentation of analyses, findings, and actions taken. - Perform other related duties as assigned. Working Conditions and Physical Requirements - Ability to sit for extended periods of time while working at a computer workstation. - Frequent use of hands and fingers for typing, keyboarding, and operating standard office equipment. - Ability to view computer screens and read printed and electronic documents. - Ability to communicate effectively in verbal and written English, including the ability to read, write, speak, and comprehend information. - Occasional standing, walking, bending, and reaching may be required. - Ability to lift and carry up to 10 pounds occasionally. - A quiet, secure, and distraction-free remote work environment with reliable wired internet connectivity is required. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role, in accordance with applicable law. Target Pay $24.00 - $28.00 per hour Qualifications - Solid understanding of anesthesia revenue cycle operations, including billing, collections, and follow-up workflows. - Three or more years of hands-on experience within a revenue cycle or billing environment, including regular use of billing and A/R workflows to research, analyze, and resolve accounts. - Working knowledge of ASA, CPT, and ICD-10 coding systems. - Strong analytical skills with the ability to interpret A/R data and identify trends and variances. - High attention to detail and commitment to accuracy. - Ability to follow established procedures and apply judgment within defined parameters. - Professional written and verbal communication skills. - Ability to collaborate effectively with internal teams and external partners. - Proficiency with medical billing systems and standard office software. - Ability to manage multiple priorities and meet assigned deadlines in a remote work environment. Education and Experience - High school diploma or GED required. - Associate’s or Bachelor's degree in healthcare administration, finance, business, or a related field preferred. - Two or more years of professional experience in anesthesia billing or revenue cycle management required. - Prior experience supporting A/R reporting, analysis, or performance monitoring strongly preferred.

Role Description Anesthesia Dynamics Management is seeking a Revenue Cycle Manager to oversee revenue cycle performance for an assigned portfolio of client accounts. This role will provide day-to-day leadership to a small team of Revenue Cycle Analysts, monitor accounts receivable activity and key performance indicators, and support timely follow-up on insurance and patient balances. The Revenue Cycle Manager will serve as a key operational point of contact for assigned clients, working closely with the Director of Revenue Cycle and the Client Engagement team to report A/R trends, identify issues, support process consistency, and help ensure client service expectations are met. This position requires a strong healthcare revenue cycle knowledge, including extensive anesthesia billing experience, sound judgement, attention to detail and the ability to lead a small team while remaining actively engaged in operational follow-up and problem-solving. Essential Responsibilities - Oversee timely collection of insurance and patient payments while ensuring established A/R performance metrics are achieved - Monitor and report on production KPIs and operational trends for A/R teams - Partner with operational leadership to identify workflow improvements, resolve issues, and support strategic initiatives - Assist with implementation and adherence to revenue cycle management (RCM) protocols and departmental procedures - Supervise and support Revenue Cycle Analysts across multiple locations - Support hiring, onboarding, training, coaching, performance management, and development of Revenue Cycle staff - Ensure compliance with applicable payer requirements, healthcare regulations, and internal policies - Collaborate with Client Engagement leadership to ensure timely and accurate reporting of Revenue Cycle status and payment trends - Assist with assignment and coordination of projects and operational priorities across the Revenue Cycle team - Provide guidance and support to the Patient Advocate Department as needed - Monitor industry trends, payer changes, and regulatory developments impacting revenue cycle operations - Promote operational efficiency, accountability, and consistent service delivery across teams Salary Range $70,000 - $80,000, depending on experience, qualifications, and anesthesia billing expertise. Work Environment This is a remote, home office-based role requiring extended periods of computer use, phone communication, and coordination across teams. The role requires sustained focus, strong organizational skills, and the ability to manage competing priorities. Qualifications - Minimum of 3+ years of healthcare revenue cycle or medical billing management experience required, including at least 2 years of direct, hands-on anesthesia billing experience; occasional exposure to anesthesia claims is not sufficient - Anesthesia billing experience - at least 2 years of regular - Previous leadership or supervisory experience strongly preferred - Strong knowledge of accounts receivable workflows, insurance follow-up, denials management, and payment posting processes - Experience working within physician practice management, anesthesia billing, or healthcare revenue cycle environments preferred - Demonstrated ability to manage priorities, analyze operational data, and drive team performance - Strong communication, organizational, and problem-solving skills - Ability to work independently and collaboratively in a fast-paced remote environment - Proficiency with Microsoft Office applications, including Excel and reporting tools Additional Information - All employees are expected to maintain compliance with HIPAA and applicable healthcare privacy and security regulations - Protect confidential patient and business information - Perform additional duties as assigned based on operational needs - Anesthesia Dynamics is an Equal Opportunity Employer. - Anesthesia Dynamics does not accept unsolicited candidate submissions from third-party agencies or recruiters. Any unsolicited resumes submitted without a signed agreement will be considered property of Anesthesia Dynamics, and no placement fees will be paid.

Role Description Anesthesia Dynamics Management is seeking a detail-oriented Operations Intern to support operational documentation, knowledge organization, and Revenue Cycle Management (RCM) process support within a growing healthcare services organization. This paid internship offers practical exposure to healthcare operations, process improvement, and operational workflow management. - Organize meeting recordings, transcripts, and operational files within shared operational files and documentation repositories - Apply consistent naming conventions and improve file organization - Assist with tracking spreadsheets and repository cleanup - Review RCM Standard Operating Procedures (SOPs) for clarity, readability, and onboarding usability - Identify missing information, undefined acronyms, inconsistent formatting, or process gaps - Provide feedback to help improve operational documentation and knowledge accessibility Qualifications - Rising Junior or Senior in business or healthcare administration track - Strong organizational skills and attention to detail - Strong written communication and proofreading abilities - Comfortable working independently - Proficient in Microsoft Office, particularly Word and Excel - Interest in healthcare operations, administration, or process improvement preferred Requirements - Paid internship - $21.00 per hour – estimate of 30 hours per week for 6 weeks - Although this position is fully remote, candidates must reside in a state in which the company currently employs staff. - Eligible states currently include: AZ, FL, GA, KS, MS, NC, SC, TN, TX, VA - Flexible schedule based on student availability Benefits - The intern will work closely with Operations leadership and gain hands-on exposure to healthcare operations, documentation management, and process improvement initiatives within a professional healthcare environment.

Description Revenue Cycle Analyst (Epic) Reports to: Revenue Cycle Manager Position Summary The Revenue Cycle Analyst supports the financial performance of Anesthesia Dynamics’ client practices by executing and monitoring core revenue cycle activities within Epic Systems, under the direction of the Revenue Cycle Manager. This role focuses on analyzing accounts receivable performance, supporting collection workflows, reinforcing revenue cycle protocols, and providing accurate reporting and insights to internal stakeholders. The Revenue Cycle Analyst operates within established revenue cycle processes, leverages Epic to research claim statuses, denials, and unpaid balances, collaborates closely with internal teams and outsourced A/R partners, and escalates complex, non-routine, or systemic issues to management for review. This position requires strong attention to detail, working knowledge of anesthesia billing, proficiency navigating Epic revenue cycle workflows, and the ability to translate data into actionable operational insight. Essential Duties and Responsibilities - Monitor accounts receivable performance within Epic Systems to support timely collection of insurance and patient payments in alignment with established A/R benchmarks. - Analyze payment trends, denial patterns, and aging reports using Epic reporting, workqueues, and account-level details to identify risks, delays, or improvement opportunities. - Support A/R Managers in implementing, reinforcing, and maintaining revenue cycle protocols and workflows as executed within Epic. - Collaborate with outsourced A/R teams to ensure alignment with internal processes, expectations, and performance standard, including consistent documentation and follow-up practice within Epic. - Prepare and distribute accurate A/R status reports, payment trend summaries, and supporting data derived from Epic for the Client Engagement team and internal leadership. - Assist in identifying root causes of underperformance related to payers, coding, documentation, or workflow gaps through Epic account review and analysis. - Provide guidance and subject-matter support to the Patient Advocate team on billing-related inquiries and escalation trends by researching Epic billing records and claim history. - Track follow-up activities and ensure required actions are completed timely and documented appropriately within Epic. - Escalate complex, non-routine, or high-risk revenue cycle issues identified through Epic review to the Accounts Receivable Manager. - Stay informed on payer rules, industry trends, and regulatory changes impacting anesthesia revenue cycle performance. - Ensure revenue cycle activities remain compliant with applicable regulations, payer requirements, and internal policies. - Maintain accurate documentation of analyses, findings, and actions taken. - Perform other related duties as assigned. Working Conditions and Physical Requirements This position is performed in a remote, home-based office environment. Essential physical requirements include: - Ability to sit for extended periods of time while working at a computer workstation. - Frequent use of hands and fingers for typing, keyboarding, and operating standard office equipment. - Ability to view computer screens and read printed and electronic documents. - Ability to communicate effectively in verbal and written English, including the ability to read, write, speak, and comprehend information. - Occasional standing, walking, bending, and reaching may be required. - Ability to lift and carry up to 10 pounds occasionally. A quiet, secure, and distraction-free remote work environment with reliable wired internet connectivity is required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role, in accordance with applicable law. Target Pay - $24.00 - $28.00 per hour Requirements Knowledge, Skills, and Abilities - Solid understanding of anesthesia revenue cycle operations, including billing, collections, and follow-up workflows. - Three or more years working of hands-on experience using Epic Systems within a revenue cycle or billing environment, including regular use of Epic billing and A/R workflows to research, analyze, and resolve accounts. - Working knowledge of ASA, CPT, and ICD-10 coding systems. - Strong analytical skills with the ability to interpret A/R data and identify trends and variances. - High attention to detail and commitment to accuracy. - Ability to follow established procedures and apply judgment within defined parameters. - Professional written and verbal communication skills. - Ability to collaborate effectively with internal teams and external partners. - Proficiency with medical billing systems and standard office software. - Ability to manage multiple priorities and meet assigned deadlines in a remote work environment. Education and Experience - High school diploma or GED required - Associate’s or Bachelor's degree in healthcare administration, finance, business, or a related field preferred. - Two or more years of professional experience in anesthesia billing or revenue cycle management required. - Prior experience supporting A/R reporting, analysis, or performance monitoring strongly preferred.

Description Patient Advocate Manager Location: Remote (U.S.-based) Position Overview Anesthesia Dynamics Management is seeking an experienced Patient Advocate Manager to lead and actively manage our Patient Advocate Department (PAD). This is a hands-on leadership role for someone who is comfortable operating in the details while maintaining accountability for team performance and operational outcomes. The right candidate will bring structure, consistency, and clear expectations to a function that directly impacts patient experience and client satisfaction. Our Patient Advocates regularly support patients with billing, insurance, and service-related questions. These interactions are often time-sensitive and can involve frustrated or upset callers. This role requires a leader who can coach a team to handle these conversations with professionalism, composure, and empathy—while maintaining efficiency and performance standards. Key Responsibilities - Lead, train, and develop Patient Advocate staff, including onboarding, coaching, and performance management - Maintain direct involvement in daily operations to ensure consistency, quality, and accountability - Monitor and adjust workflows and staffing to meet business and client needs - Manage and resolve escalated patient interactions, including complex or sensitive situations - Analyze call data, performance metrics, and operational trends to identify gaps and drive improvement - Provide clear, accurate, and actionable reporting to internal stakeholders - Develop, maintain, and enforce SOPs and operational workflows - Partner with internal teams and external stakeholders to address issues and improve processes - Support system setup, troubleshooting, and operational readiness for the team What You Bring You are a disciplined, detail-oriented leader who is comfortable setting expectations and holding a team accountable. You are not looking for a purely supervisory role—you are willing to step in, assess issues directly, and ensure work is completed to standard. You are able to: - Navigate difficult conversations with professionalism and composure - Balance empathy for patients with the need for clarity and accuracy - Identify operational gaps and take ownership of resolving them - Communicate clearly with both frontline staff and leadership - Maintain consistency in a fast-moving, sometimes ambiguous environment This role is likely a strong fit for candidates who: - Prefer being directly involved in operations rather than overseeing from a distance - Are comfortable working with performance metrics and holding themselves and others accountable - Can maintain composure and professionalism when dealing with frustrated or upset individuals This role is not likely to be a good fit for candidates who: - Prefer purely strategic or high-level leadership roles without day-to-day operational involvement - Are uncomfortable addressing performance issues directly or holding team members accountable - Prefer highly structured environments with minimal ambiguity or change Work Environment This is a remote, office-based role requiring extended periods of computer use, phone communication, and coordination across teams. The role requires sustained focus, strong organizational skills, and the ability to manage competing priorities. Additional Information This role is expected to operate as a hands-on manager, with direct involvement in daily operations as needed to support team performance and departmental objectives. Why This Role This role is best suited for someone who takes ownership of outcomes, values structure and accountability, and is motivated to improve both team performance and the patient experience. You will have the opportunity to influence processes, develop a team, and play a key role in a growing organization. Requirements Qualifications (Experience & Skills) - Experience in healthcare operations, patient advocacy, call center leadership, or a related environment - Demonstrated leadership experience with responsibility for staff performance and development - Strong understanding of workflow management, reporting, and operational processes - Experience with call center systems and reporting tools preferred - Strong analytical skills and attention to detail - Ability to communicate clearly, professionally, and effectively across a variety of stakeholders - Ability to manage multiple priorities and adapt in a fast-paced, evolving environment

Description Patient Advocate Manager Location: Remote (U.S.-based) Position Overview Anesthesia Dynamics Management is seeking an experienced Patient Advocate Manager to lead and actively manage our Patient Advocate Department (PAD). This is a hands-on leadership role for someone who is comfortable operating in the details while maintaining accountability for team performance and operational outcomes. The right candidate will bring structure, consistency, and clear expectations to a function that directly impacts patient experience and client satisfaction. Our Patient Advocates regularly support patients with billing, insurance, and service-related questions. These interactions are often time-sensitive and can involve frustrated or upset callers. This role requires a leader who can coach a team to handle these conversations with professionalism, composure, and empathy—while maintaining efficiency and performance standards. Key Responsibilities - Lead, train, and develop Patient Advocate staff, including onboarding, coaching, and performance management - Maintain direct involvement in daily operations to ensure consistency, quality, and accountability - Monitor and adjust workflows and staffing to meet business and client needs - Manage and resolve escalated patient interactions, including complex or sensitive situations - Analyze call data, performance metrics, and operational trends to identify gaps and drive improvement - Provide clear, accurate, and actionable reporting to internal stakeholders - Develop, maintain, and enforce SOPs and operational workflows - Partner with internal teams and external stakeholders to address issues and improve processes - Support system setup, troubleshooting, and operational readiness for the team What You Bring You are a disciplined, detail-oriented leader who is comfortable setting expectations and holding a team accountable. You are not looking for a purely supervisory role—you are willing to step in, assess issues directly, and ensure work is completed to standard. You are able to: - Navigate difficult conversations with professionalism and composure - Balance empathy for patients with the need for clarity and accuracy - Identify operational gaps and take ownership of resolving them - Communicate clearly with both frontline staff and leadership - Maintain consistency in a fast-moving, sometimes ambiguous environment This role is likely a strong fit for candidates who: - Prefer being directly involved in operations rather than overseeing from a distance - Are comfortable working with performance metrics and holding themselves and others accountable - Can maintain composure and professionalism when dealing with frustrated or upset individuals This role is not likely to be a good fit for candidates who: - Prefer purely strategic or high-level leadership roles without day-to-day operational involvement - Are uncomfortable addressing performance issues directly or holding team members accountable - Prefer highly structured environments with minimal ambiguity or change Work Environment This is a remote, office-based role requiring extended periods of computer use, phone communication, and coordination across teams. The role requires sustained focus, strong organizational skills, and the ability to manage competing priorities. Additional Information This role is expected to operate as a hands-on manager, with direct involvement in daily operations as needed to support team performance and departmental objectives. Why This Role This role is best suited for someone who takes ownership of outcomes, values structure and accountability, and is motivated to improve both team performance and the patient experience. You will have the opportunity to influence processes, develop a team, and play a key role in a growing organization. Requirements Qualifications (Experience & Skills) - Experience in healthcare operations, patient advocacy, call center leadership, or a related environment - Demonstrated leadership experience with responsibility for staff performance and development - Strong understanding of workflow management, reporting, and operational processes - Experience with call center systems and reporting tools preferred - Strong analytical skills and attention to detail - Ability to communicate clearly, professionally, and effectively across a variety of stakeholders - Ability to manage multiple priorities and adapt in a fast-paced, evolving environment