Senior Manager of Cash Pay Services

Job Description

Job Description

[This is an on-site position, requiring travel to practice locations in the Metro Detroit Area]

Overview:

We are seeking an energetic, growth-minded, and detail-oriented Senior Manager of Cash Pay Services to lead our Patient-Pay Program and and total Joint Program. This role assists with the program development, management, and process improvement of the total joint and spine service lines, and to build and manage the organization’s cash pay program. The Senior Manager of Cash Pay Services oversees the patient’s experience, report generation, outcome development, and administrative activities within the total joint and spine service lines, and is fully responsible for the development and ongoing success of the cash pay program.

This position serves as the direct connection between the clinical care team and the administrative/growth team, ensuring that the clinical pathways and protocols governing the total joint and spine service lines are consistently and accurately translated into the organization’s cash pay offerings. The Senior Manager develops, maintains, and enforces clinical pathways and protocols in partnership with the clinical and administrative teams, with a central focus on standardizing treatment pathways across the total joint and spine programs and building corresponding cash pay bundles that follow the same clinical protocols.

The Senior Manager establishes a relationship with patients and families through the total joint and spine surgery process, collaborating with providers and support staff to provide an exceptional care experience for patients and families. This position is the primary party responsible for data collection, aggregation, and submission for the assigned practice area, and serves as the primary liaison for patients and clinicians related to total joint and spine surgeries. The Senior Manager also maintains, improves, and builds out cash pay bundles through the HealthMe software platform, and is fully responsible for maintaining that platform and its ongoing success, with support from the clinical and administrative teams.

Job Duties:

• Serves as the day-to-day patient navigator of the assigned practice area.
• Facilitates an integrated approach among all members of the care team along with the patient and families/caregiver. Assists with appropriate pre- and post-operative preparation for each patient prior to surgery.
• Coordinates and conducts pre-operative and post-operative patient communication.
• Serves as the patients’ point of contact for non-clinical needs and incoming patient inquiries. Ensures appropriate follow-up with documentation of all interactions in support of continuity of care.
• Contributes as a key stakeholder in the redesign of the Total Joint Class. May be asked to present the class as needed.
• Oversees the development and updating of clinical pathways, program forms, and patient education materials in collaboration with the clinical team and marketing.
• Coordinates with other disciplines which may be involved in the episode of care (physical therapy, providers, home care, DME, etc.). Facilitates team collaboration based on evidence-based medicine/best practices.
• Under supervision, manages program data and tracking related to protocol adherence, surgical outcomes, and patient satisfaction. Identifies areas that require improvement.
• Under supervision, oversees quality and performance indicators related to the total joint program, including clinical and financial outcomes, complications, denials, etc. Initiates process improvement based on outcomes and evidence-based practice.
• Monthly, organizes and leads all total joint meetings, collaborating with surgeons, clinical staff, key disciplines (physical therapy, home care), and administrators regarding the total joint program protocols.
• Assists in quality management through an advisory role (e.g., historical clinic and ASC processes), manual data abstraction as needed (e.g., MIPS), and as alternate Clinical Data Abstractor (CDA) for value-based reimbursement programs (i.e., MARCQI, MSSIC).
• Under the guidance of leadership, actively participates in continuous improvement efforts, including use of the PDCA (Plan-Do-Check-Act) cycle, to lead process improvement initiatives related to the total joint program.
• Participates in quarterly ASC quality improvement meetings.
• Serves as the direct link between the clinical care team and the administrative/growth team to ensure clinical flow and messaging remain aligned across both teams.
• Develops, maintains, and enforces clinical pathways and protocols in partnership with clinical and administrative leadership, standardizing treatment pathways across the total joint and spine service lines.
• Builds and maintains cash pay bundles that mirror the clinical protocols and treatment pathways established for the total joint and spine programs, ensuring consistency of care and messaging across both patient populations.
• Maintains, improves, and builds out cash pay bundles through the HealthMe software platform. Fully responsible for maintaining the platform and driving its ongoing success, with support from the clinical and administrative teams.
• Partners with the administrative and growth teams on the marketing, packaging, and presentation of cash pay bundles, ensuring clinical accuracy and protocol compliance in all materials.
• Monitors performance, utilization, and outcomes of the cash pay program, identifying opportunities for improvement and growth in partnership with clinical and administrative leadership.
• Additional duties as assigned or as they become necessary.

Qualifications:

• Bachelor’s degree or equivalent work experience.
• Current BLS CPR certification.
• Demonstrated knowledge of perioperative processes and patient flow in the ASC environment.
• Demonstrated ability to work independently with minimal direction and lead projects with confidence.
• Significant experience and expertise with the Office365 platform; experience with the HealthMe platform preferred.
• Strong organizational skills and the ability to positively manage several projects with various teams of people.
• Ability to communicate professionally to all levels of an organization.
• Ability to problem solve using data and root cause analysis, with experience doing so to drive change.
• Demonstrated ability to build and manage cross-functional relationships between clinical and administrative/growth teams.
• Concierge-level hospitality or VIP client service experience encouraged, given the hands-on, high-touch service expectations of patients self-paying for care.
• Sales experience encouraged.

Experience:

• Minimum of five years’ experience in clinical roles related to orthopedic surgery.
• Experience developing or managing bundled/cash pay service offerings preferred.
• Clinical and sales experience encouraged.

Synergy Health Partners is a healthcare management organization at the forefront of patient care. We work with our physicians, nurses, and other clinical staff to maintain the highest quality of care centered on patient-focused outcomes. With respect for the person and their health as the driving mindset behind our practice, we aim to provide cutting-edge compassionate treatment to each and every one of our patients. We partner with healthcare practices large and small and use over forty years of experience in medicine in the Metro Detroit area to ensure peace of mind to all of those in our care.

Synergy Health Partners is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Company Description

Synergy Health Partners is a healthcare management organization at the forefront of patient care. We work with our physicians, nurses, and other clinical staff to maintain the highest quality of care centered on patient-focused outcomes. With respect for the person and their health as the driving mindset behind our practice, we aim to provide cutting-edge compassionate treatment to each and every one of our patients. We partner with healthcare practices large and small and use over forty years of experience in medicine in the Metro Detroit area to ensure peace of mind to all of those in our care.\r\n\r\nSynergy Health Partners is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.