Collections Manager

About SHERLOQ Solutions

Established in 1916, SHERLOQ began as a member-owned cooperative in Tampa, Florida. The founding mission was to facilitate the sharing of credit information, promote the equitable principles in trade and give back to the community. Over 100 years later, SHERLOQ continues as a vibrant company serving hospitals, healthcare systems, physician practices and utilities nationwide.

Position Summary

We are seeking an experienced and results-driven Collections Manager to lead our healthcare revenue cycle collections team within a fast-paced third-party collections environment. This role is responsible for overseeing daily collection operations, driving team performance, ensuring compliance with all applicable regulations, and developing staff through coaching, accountability, and continuous improvement initiatives.

The ideal candidate is a hands-on operational leader with strong healthcare collections experience, a data-driven mindset, and a passion for developing high-performing teams while delivering exceptional client and consumer experiences.

What You'll Do

• Lead, coach, mentor, and develop a team of collections representatives to achieve individual and departmental performance goals.
• Oversee day-to-day collection operations, workflows, and staff productivity to ensure service level expectations and recovery goals are met.
• Monitor and evaluate employee performance through quality assurance reviews, call monitoring, productivity metrics, and coaching sessions.
• Recruit, interview, hire, onboard, and train new team members.
• Address employee relations matters, corrective actions, and performance management in accordance with company policies.
• Analyze collection trends, operational data, and key performance indicators (KPIs) to identify opportunities for improvement.
• Partner with leadership to develop and execute collection strategies aligned with company objectives.
• Oversee and optimize TCN dialing campaigns, call strategies, and agent utilization.
• Partner with leadership, IT, vendors, and internal departments to support operational initiatives, system enhancements, and process improvements.
• Resolve escalated consumer and client concerns professionally and compliantly.
• Prepare and present operational and performance reports to leadership.
• Ensure all collection activities comply with FDCPA, FCRA, HIPAA, and applicable state and federal regulations.
• Support client service initiatives and special projects as needed.
• Perform other related duties as assigned.

Qualifications

• Prior supervisory, team lead, or management experience in a collections or call center environment.
• Strong knowledge of FDCPA, FCRA, HIPAA, and applicable consumer protection laws.
• Experience managing performance metrics, quality assurance processes, and employee coaching.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite and related business systems.
• Experience in a third-party healthcare collections environment.
• Experience with Finvi (Ontario Systems) FACS platform, preferred.
• Experience using TCN or similar dialing systems.
• Bachelor's degree in business administration, Healthcare Administration, or related field.
• Experience with operational process improvement and change management initiatives.

Pay Range: $65,000-$75,000 annually

Schedule: Monday - Friday, generally 8:00 AM – 5:00 PM. Additional hours may occasionally be needed to support department.

We value our employees and offer a comprehensive benefits package including medical insurance, 401(k), paid time off, paid holidays, tuition reimbursement, and additional supplemental benefits.

SHERLOQ is an Equal Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected status.

If you feel this is the right opportunity for you, we encourage you to apply. We look forward to meeting you!