Call Center Manager

Curae Finance, LLC
reduces the risk of uncompensated care and lost revenue for providers while making care more affordable for patients, improving the overall patient financial experience, and increasing net promoter scores. As the national leader in non-recourse healthcare financing for consumers, headquartered in
Atlanta, Georgia
, Curae's Patient Financial Access platform reduces unpaid balances across all patient coverage scenarios, decreasing patient bad debt by 20% or more and delivering game-changing revenue. With over
$30MM
in funding delivered to providers to date and rapid growth to serve healthcare systems nationwide, Fortune Magazine has recognized our parent company as one of
Fortune's 100 Fastest-Growing Companies for three consecutive years: #1 in 2021, #4 in 2022, and #28 in 2023.

We are seeking an experienced
Lead EBO Call Center Manager
to oversee and optimize Curae's Extended Business Office (EBO) operations. This role ensures exceptional patient financial engagement, manages a team of call center representatives, and drives operational excellence in a healthcare finance environment. The Lead EBO Call Center Manager will report directly to the
Chief Operating Officer
.

Job Description:

The Lead EBO Call Center Manager is responsible for leading Curae's patient-facing call center operations that support health systems across the U.S. The ideal candidate is a proven call center leader with
5–10 years of management experience in healthcare finance, patient access, or revenue cycle operations
. You will own the day-to-day performance of the EBO team, ensuring agents meet service, quality, and compliance standards while improving patient financial outcomes.

You will partner with cross-functional leaders (Operations, Client Success, Compliance, and Technology) to create scalable workflows, implement best practices, and drive continuous improvement in patient financial conversations, including payment plans, financial advocacy, and eligibility support.

Objectives of the Role

• Lead Curae's EBO call center operations, ensuring high-quality patient financial interactions.
• Optimize performance to achieve collection targets, call quality metrics, and patient satisfaction scores.
• Drive operational efficiency through process improvements, technology adoption, and staff training.
• Maintain compliance with healthcare finance regulations (HIPAA, TCPA, FDCPA, etc.).
• Support strategic growth initiatives by scaling the EBO function for new health system clients.

Key Tasks

• Manage and coach team leads and call center representatives to meet KPIs: call quality, patient satisfaction, collection rate, and productivity.
• Develop staffing models, schedules, and performance dashboards to optimize resources.
• Monitor call recordings and reporting to ensure accuracy, compliance, and empathy in patient conversations.
• Collaborate with the COO to design and execute new EBO services and client onboarding processes.
• Partner with IT/Technology to implement and refine call center platforms, dialers, and CRM systems (Salesforce, HubSpot).
• Conduct root-cause analysis on call trends, escalations, and collection barriers; implement solutions.
• Prepare and present performance reviews, metrics, and recommendations to senior leadership and client stakeholders.
• Ensure strict adherence to healthcare compliance regulations (HIPAA, TCPA, FDCPA).

Required Qualifications

• 5–10 years
  of call center leadership experience in
  healthcare finance, patient access, or revenue cycle management
  .
• Proven ability to manage and scale teams (50+ agents preferred) in a fast-paced healthcare service environment.
• Strong knowledge of
  patient billing, collections, financial counseling, and reimbursement processes
  .
• Demonstrated success in improving KPIs such as average handle time, first call resolution, and patient satisfaction.
• Experience implementing call center technology platforms (e.g., Five9, NICE, Genesys) and CRM tools such as
  Salesforce
  .
• Strong data-driven decision-making, reporting, and process optimization skills.
• Excellent leadership, coaching, and change management capabilities.

Preferred Qualifications

• Bachelor's degree in business, Healthcare Administration, or related field (MBA a plus).
• Background in
  patient financing solutions
  or working with health systems to reduce uncompensated care.
• Experience in
  scaling outsourced call center models
  or Extended Business Office environments.
• Familiarity with
  healthcare compliance standards
  (HIPAA, TCPA, FDCPA) and revenue cycle operations.
• Strong collaboration skills with cross-functional teams (Operations, Technology, Client Success).