Global Patient Call Center Manager

Establish patient and referral calling operations from Guyana to support our comprehensive revenue cycle management model for HME, infusion, and home health providers. Develop and optimize workflows from the ground up (including creation, documentation, training and monitoring), and identifying key areas for success. Collaborate closely with country managers to establish and integrate Prochant’s company culture in the new location. Aim to expand the workforce to over 100 FTEs by the end of 2024 through rigorous training and development initiatives.

Requirements

• Educating, coaching, and auditing operational team toward production, quality, and other KPI outcomes
• Be a client advocate and collaborator, working as a partner
• Keep informed on regulatory and compliance obligations
• Work closely with country manager and on-site resources to build Prochant culture, expanding to 100+ FTEs by end of 2024
• Be a subject matter expert in patient and referral calling and/or patient collections
• Travel internationally for a few weeks a month
• Participate in hire of core staff with country leader
• Identify and coach trainers within the core team
•  Define competency, grading, or certification levels for the team
•   Build SOPs and lead discovery/implementation for initial services
•   Perform complex work until team is ready to execute
• 3-5 years of experience in HME/Home Health/Infusion Patient Contact preferred
• 3-5 years of experience working with an international/global team preferred
• Familiarity with HME/Home Health/Infusion billing systems such as: Brightree, TIMS, Niko, WeInfuse, Caretend
• Must have patient call center experience

Benefits

Prochant offers some of the best benefits in the industry! We take great care of our employees. Prochant’s Fortune 500 level benefits package includes:

• Health Insurance
• Gap Insurance
• Dental Insurance
• Vision Insurance
• Short Term / Long Term Disability (company paid)
• Term Life Insurance (company paid, employee can elect additional)
• Full suite of CHUBB supplemental insurance plans, including: Disability Income, Level Term Life, Accident Insurance, & Critical Illness Insurance
• Floating holidays and paid time off
• 401K with company match