Director of RCM EPIC Optimization Patient Financial Services -Corporate 42nd Street- Full-Time-Days (Hybrid)

GENERAL SUMMARY :

The Director of EPIC Workflow Optimization for the Mount Sinai Health System (MSHS) and the Icahn School of Medicine at Mount Sinai (ISMMS) (which includes the MSHS and the Faculty Practice Plan) is responsible for identifying, designing, and implementing automation solutions, workflow enhancements, and new RCM initiatives that drive measurable improvements in financial performance, operational efficiency, and patient experience. The Director will collaborate closely with operational, clinical, and IT stakeholders to ensure optimization strategies align with organizational goals and industry best practices.

The Director of RCM EPIC Optimization will lead strategic and operational workflow initiatives to maximize the effectiveness of Mount Sinai Health System’s EPIC electronic medical record (EMR) platform for Revenue Cycle Management. This leader will focus on automation, workflow standardization, and adoption of new EPIC capabilities to enhance operational efficiency, financial performance, and patient satisfaction.

This position aligns directly with Mount Sinai Health System’s goals to reduce cost-to-collect, accelerate cash flow, decrease denials, and improve patient engagement through technology-enabled transformation.

The Director will partner cross-functionally with internal RCM leaders, IT, Finance, Legal, and external partners to ensure vendor-delivered services meet or exceed contractual obligations and support enterprise revenue cycle transformation initiatives.

The Director will report to the System Vice President of RCM Operations.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Strategic Leadership & Optimization

1. Develop and execute the EPIC optimization roadmap for Revenue Cycle functions, aligning with Mount Sinai’s strategic objectives and regulatory requirements.
2. Lead the design, testing, and implementation of workflow improvements, automation tools, and new RCM capabilities within EPIC.
3. Champion the adoption of EPIC functionality, ensuring end-user proficiency and maximizing system capabilities for front, middle, and back-end revenue cycle operations.

Automation & Innovation

1. Identify automation opportunities across registration, coding, billing, denial management, and patient collections to reduce manual work and improve accuracy.
2. Partner with IT, vendors, and internal teams to develop and deploy AI-driven and robotic process automation (RPA) solutions within EPIC and related applications.
3. Evaluate emerging EPIC features and revenue cycle technologies to recommend strategic adoption and integration.
4. Identify bottlenecks and implement rapid-cycle improvements.

Operational Excellence

1. Conduct current-state workflow assessments and implement standardized best practices across all RCM functions.
2. Establish KPIs, dashboards, and analytics tools to monitor performance, identify bottlenecks, and guide continuous improvement.
3. Collaborate with revenue cycle leadership to ensure optimized processes deliver measurable improvements in cost-to-collect, clean claim rates, denial reduction, and cash acceleration.
4. Workflow Standardization: Assess and redesign current-state workflows for maximum efficiency and compliance.
5. Establish and maintain standardized processes across all revenue cycle operations.

Stakeholder Collaboration

1. Act as the primary liaison between Revenue Cycle, MSHS IT (DTP), and operational leaders to ensure alignment of priorities and system changes.
2. Facilitate governance processes for EPIC change requests, prioritizing initiatives based on ROI and operational impact.
3. Provide leadership, training, and guidance to staff and managers to foster a culture of optimization and innovation.

Performance Metrics for Role Success

1. Reduction in cost-to-collect.
2. Improvement in clean claim rate and first-pass resolution rate.
3. Reduction in initial and final denial rates.
4. Increased automation adoption and productivity gains.
5. Enhanced user satisfaction with EPIC RCM functionality.

Essential Functions of Position

1. Maintain strong understanding of revenue cycle metrics and build processes to enhance analytical capabilities, process improvement identification, and technology enhancements.
2. Maintain strong understanding of various system functionalities and lead team in identifying and implementing improvements for performance, workflow, and cost-to-collect reduction.
3. Build effective, collaborative relationships with key stakeholders across departments.
4. Resourceful in creating or fine-tuning the processes necessary to complete the work along with the ability to organize people and activities.
5. Challenge existing norms or courses of action to facilitate fully informed decision-making. Help institute balanced decision-making by identifying risks and opportunities.
6. Establish and maintain strong working relationships with revenue cycle leaders, key stakeholders, and foster a strong working relationship with key strategic partners.
7. Provide leadership and support governance processes to result in effective, efficient, standardized, and compliant practices.
8. Create feedback loops and enhancement pipelines informed by stakeholders and data.
9. Maintain strong understanding of revenue performance metrics and payer mix.
10. Ensure compliance with all HIPAA privacy and security standards.
11. Conform to the established policies/ procedures/ processes/ Standards of Behavior.
12. Performs other duties as required by the System Vice President of RCM.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED :

1. Demonstrated success in a large not-for-profit/academic health system facility or multi-entity revenue cycle environment.
2. Deep familiarity with Full End-to-End RCM, EHR/EMR systems (e.g., EPIC), and business intelligence tools (e.g., Tableau, Microsoft Excel).
3. Excellent interpersonal skills and experience working with senior management and other leaders, along with the ability to communicate concepts to others without an IT background.
4. Strong leadership skills to motivate cross-departmental teams’ performance towards excellence using team concepts and consensus-building management styles.
5. Demonstrated ability to engage in positive, powerful persuasion with individuals or groups with diverse opinions and/ or agendas, leading to outcomes that meet identified goals.
6. Ability to analyze and resolve complex problems necessary to develop and administer multifaceted revenue processes, regardless of whether issues originate in an area under direct or indirect control.
7. Ability to enlist cooperation and build teams committed to carrying out initiatives in environments that may be resistant to change and not under the incumbent’s direct authority.
8. The ability to maintain a high level of positive energy/ creativity during periods of elevated work demands.
9. Ability to prioritize multiple objectives in a rapidly changing environment and deliver quality outcomes.
10. Ability to develop and maintain effective relationships at all levels throughout the organization.

WORKING CONDITIONS :

Normal corporate office environment in an academic health system.

Education Requirements

• Bachelor’s degree in business administration, Healthcare Administration, Information Systems, or related field (master’s degree preferred).
• EPIC certification(s) in relevant RCM modules (e.g., Resolute Professional Billing, Hospital Billing, Claims, Contract Management) strongly preferred.

Experience Requirements

• Minimum 7–10 years of progressive experience in healthcare revenue cycle management, with at least 5 years in EPIC optimization or related EMR optimization leadership roles.
• Proven track record of leading automation and workflow redesign initiatives that improve RCM performance metrics.
• Strong knowledge of front, middle, and back-end revenue cycle processes and best practices.
• Experience with data analytics, KPI tracking, and business intelligence tools.