Director, Patient Accounts

Job Type Full-time Description

 

Why work at nimble?

This is a great opportunity to join a well-established and market-leading brand serving a high-growth end market while gaining valuable experience working closely with Executive leadership. As an organization, we are in high-growth mode through acquisition with a laser focus on positive culture building! 

Who we are!

nimble solutions is a leading provider of revenue cycle management solutions for ambulatory surgery centers (ASCs), surgical clinics, surgical hospitals, and anesthesia groups. Our tech-enabled solutions allow surgical organizations to streamline their revenue cycle processes, reduce administrative burden, and improve financial outcomes. Join more than 1,100 surgical organizations that trust nimble solutions and its advisors to bring deep insights and actionable intelligence to maximize their revenue cycle.

nimble solutions (“nimble,” formerly National Medical) is seeking an experienced Director of Patient Accounts to lead our multi-client Patient Financial Services operations. This role oversees all patient-facing account management activities, including inbound customer service, outbound patient collections, account resolution, payment plan management, and bad debt placement.

The Director will manage teams operating across the United States, the Philippines, and India, ensuring consistent performance, quality, and service excellence in a remote environment. This leader will also partner closely with clients nationwide, delivering performance insights, operational strategy, and best practices that drive measurable financial and service outcomes.

This position requires a forward-thinking, data-driven operator who can manage a high-volume call center, elevate the patient experience, ensure compliance, and deliver strong cash and AR performance across a diverse client base.

Key Responsibilities

Leadership & Department Management

• Lead the Patient Accounts organization across multiple geographies, including managers, supervisors, customer service representatives, and collection specialists
• Oversee remote workforce operations across U.S., Philippines, and India, ensuring consistent training, communication, performance standards, and quality control
• Develop team structure, hiring plans, productivity models, and workflow assignments that support multi-client needs and call volume distribution
• Establish departmental goals and ensure accountability through performance reviews, KPI management, and effective coaching

Call Center Operations

• Oversee daily operations of the inbound patient call center, ensuring timely service, accurate resolution, and achievement of service-level agreements (SLAs)
• Manage outbound collection strategies, including call cadence, scripting, quality assurance, and conversion optimization
• Serve as the subject matter expert for call center technology, telephony platforms, QA systems, and dashboards
• Monitor quality, handle escalations, and implement continuous improvement initiatives to enhance patient satisfaction and operational efficiency
• Ensure compliance with all federal, state, and local regulations related to patient billing, communications, and collections, including FDCPA, TCPA, and HIPAA

Patient Accounts & Collections Strategy

• Develop and execute strategies to improve patient collections, reduce A/R days, and optimize cash flow
• Implement and monitor payment plan programs and patient outreach initiatives
• Oversee placement of accounts with bad debt agencies; work with the client success team, ensuring client approvals are tracked
• Analyze account activity trends to identify root causes and design corrective strategies

Vendor Management

• Oversee relationships with all third-party vendors supporting patient accounts, including call center technology providers, merchant vendors, and bad debt agencies
• Establish clear performance expectations, KPIs, and SLAs for each vendor, ensuring alignment with organizational goals and client requirements
• Conduct routine performance reviews, develop vendor scorecards, and escalate issues when performance gaps are identified
• Implement structured governance routines with vendors, including monthly/quarterly business reviews, action plan follow-ups, and continuous improvement initiatives
• Monitor vendor productivity, response times, service quality, and patient experience metrics to ensure consistent delivery
• Collaborate with procurement and legal teams to manage contracts, renewals, negotiations, and service modifications