Manager Patient Financial Experience - TMCH Cancer Center

SUMMARY:Oversight of financial counselors and self-pay (patient customer service, early out vendors, and patient MyChart interactions). The Manager of Patient Financial Experience is responsible for the direction and leadership of operational, financial, programmatic and personnel activities within the Financial Counseling and Customer Service functions. This includes establishing, meeting and continuously monitoring the goals and objectives while maintaining alignment with the strategic goals and objectives. While the range of duties and responsibilities is broad and varied, the position’s major responsibility is directing operations, budgeting, financial management, human resource management, and process improvement. The Manager is also responsible for monitoring and managing the self-pay accounts receivables for the entire enterprise (professional and facility), integrating and initiating improvements in a range of programs to achieve a seamless patient financial experience and ensuring that the entire department is performing at or above industry standards in all areas of responsibility. The Manager works closely with a variety of stakeholders, coordinating the activities to create a remarkable patient financial experience across the enterprise.ESSENTIAL FUNCTIONS:Evaluates performance and effectiveness of management and staff related to the revenue cycle metrics and works to continuously improve performance, outcomes and maximize cash collections.Evaluates the performance of subordinate management, develops staff and management skills, sets goals and objectives, and performs ongoing evaluation of departmental operations to ensure maximum efficiency and effectiveness.Manages and meets the operating budget for assigned areas. Prepares departmental financial, operating and performance variance reports, and maintains internal policies and procedures.Maintains appropriate programs and infrastructure to ensure a high level of customer satisfaction that includes patient friendly billing techniques, prompt service recovery and creation of an ideal patient experience. Investigates and promptly resolves patient problems or reported service dissatisfaction.Maintains appropriate programs and infrastructure to ensure a high level of employee engagement and satisfaction. Meets engagement score targets as measured by employee engagement surveys.Recommends and facilitates the implementation of new and updated information systems specific to the needs of the revenue cycle; identifies and communicates system problems, enhancements, upgrades to all relevant staff and departments; develops partnerships with vendors to ensure the incorporation of best practices and maximization of current information system applications.Stay abreast of changing government billing regulations, new programs and revenue opportunities. Ensures that managers, supervisors, staff and any third-party vendors are current with our patient collection requirements, customer service protocols and documentation rules. Identifies performance improvement opportunities and facilitates improvement projects.Adheres to TMCH organizational and department-specific safety, confidentiality, values, policies and standards.Performs related duties as assigned.MINIMUM QUALIFICATIONSEDUCATION:Bachelor’s Degree from an accredited college or university in a related field or related experience on a year-for-year basis.EXPERIENCE: Five (5) to seven (7) years of revenue cycle experience.LICENSURE OR CERTIFICATION: None required.KNOWLEDGE, SKILLS AND ABILITIES: Comprehensive knowledge of health care operations, recognizing the uniqueness of the healthcare environment.Independent judgment and action skills in order to facilitate needed change in practice.Ability to develop, coordinate, implement and evaluate the effectiveness of programs.Well-developed project management, process redesign, and analytical skills.Leadership experience overseeing progressively complex projects and interfacing with executive leaders.Demonstrated proficiency to identify and articulate quality and process improvement opportunities and provide consultation to leadership. Excellent communication skills to interact with physicians, patients/ family, community health care system staff and external reviewers.Ability to motivate others to drive change and ability to communicate respectfully and collaboratively around improvement opportunities.Comfortable operating in a collaborative, shared leadership environment.Demonstrated ability to effectively establish and maintain working relationships with peers at all levels of the organization.