Collections Manager

Collections Manager

Location: Phoenix Metro (Hybrid)
Department: Revenue Cycle
Reports To: VP of Revenue Cycle
Status: Full-Time, Exempt

Position Overview

Horizon Recovery is seeking a compassionate, process-driven Collections Manager to lead our patient collections function while serving as the primary financial point of contact for families. This role is responsible for managing post-service patient accounts receivable, ensuring all required financial documentation is completed and audit-ready, and providing clear, empathetic financial guidance to families navigating treatment costs and insurance-related questions.

The ideal candidate combines strong collections and revenue cycle expertise with exceptional customer service skills. This individual understands that financial accountability and compassionate family support are equally important and can effectively balance both priorities.

Key Responsibilities

Patient Collections & Accounts Receivable

• Manage post-service patient AR, including deductibles, coinsurance, and patient balances.
• Oversee payment plans and collection strategies within established policies.
• Monitor AR aging and identify trends, risks, and opportunities for improvement.
• Prepare accounts for agency placement or legal escalation when necessary.

Financial Documentation & Compliance

• Ensure all required financial documents are completed, signed, and properly executed prior to admission.
• Maintain audit-ready records and documentation standards.
• Support organizational compliance and risk mitigation efforts.

Family Financial Support

• Serve as the primary point of contact for family financial questions.
• Explain insurance benefits, EOBs, denied claims, balances, and payment options in a clear and compassionate manner.
• Provide financial counseling while maintaining Horizon's commitment to exceptional service.

Leadership & Operations

• Lead a team of offshore Virtual Assistants supporting collections activities.
• Develop workflows, scripts, quality standards, and operating procedures.
• Drive process improvements and automation initiatives to increase efficiency.
• Collaborate with Admissions, Billing, and Revenue Cycle leadership to resolve account issues and improve processes.

Qualifications

Required

• 5 years of healthcare collections, patient financial services, or revenue cycle experience.
• Previous leadership or team management experience.
• Strong knowledge of patient accounts receivable, payment plans, and collections practices.
• Excellent communication and conflict-resolution skills.
• Experience working with financial documentation and compliance requirements.
• Strong process orientation and attention to detail.

Preferred

• Behavioral health or healthcare experience.
• Experience managing remote or offshore teams.
• Experience implementing workflow automation or process improvement initiatives.

Ideal Candidate Traits

• Empathetic and patient-centered
• Calm and professional under pressure
• Highly organized and detail-oriented
• Process-driven and compliance-focused
• Technology and automation minded
• Strong communicator with a customer-service mindset

What Success Looks Like

• Patient AR remains within established benchmarks.
• Financial documentation is complete, accurate, and audit-ready.
• Families receive timely, compassionate, and professional support.
• Service-level commitments are consistently met.
• Collections operations run efficiently through strong processes and automation.
• Cross-functional partnerships with Admissions and Billing are effective and productive.

Compensation and and Benefits includes:

• 401(k)
• Dental, Health, Vision, Life Insurance
• Employee Assistance Program
• Health Saving Account
• PTO
• Life
• Tuition Reimbursement

We are an equal opportunity employer and comply with the Americans with Disabilities Act (ADA). We are committed to providing reasonable accommodations to qualified applicants and employees with disabilities, unless doing so would cause an undue hardship. This job description outlines the essential functions of the position; individuals must be able to perform these functions, with or without reasonable accommodation, to be considered for this role.

EOE/M/F/V/D