Under the direction of the Vice President of Revenue Cycle, the Director of Patient Revenue Services is responsible for the self-pay portion of the accounts receivables for Renown Health, including self-pay call center, patient billing and follow-up, customer service inquiries, payment plans, patient financial assistance, processing return mail, and bad debt. Additionally, this position is responsible for managing vendor partnerships for statement processing, bad debt, financial assistance and patient financing.

The Director of Patient Revenue Services will champion the patients financial experience. This position is expected to review and seek feedback on the patients financial experience, and lead revenue cycle improvement projects to ensure we have patient focused revenue cycle operations with a metric driven, performance-based culture of accountability at all levels.

The Director of Patient Revenue Services works within the Revenue Cycle Leadership team to manage all activities related to self-pay follow up and will provide coordination across the revenue cycle to ensure streamlined, patient-centric operations. The incumbent is responsible for ensuring all patients without a payor source are screened and assisted with application for government or local assistance or charity application, wherever applicable. This position will lead improvement initiatives to improve the patients financial experience, reduce risk, improve efficiency, improve patient cash collections, reduce accounts receivable, and increase team member engagement. This position will track and benchmark financial and experience metrics.

Key responsibilities and activities include the following:

Responsibility for the strategic vision for Patient Revenue Services

Coordinates various activities associated with the collection of self-pay balances, customer service call center, legal proceedings, and the use of collection agencies

Manages legal workflows related to bankruptcy, deceased, and develops special arrangements for delinquent accounts

Ensures department goals, including but not limited to, net promotor scores, cash collections, and employee retention are met, as well as ensures that subordinate team members are motivated and meet or exceed performance expectations

Supervises roles supporting self-pay collections, including direct oversight of the Self Pay Call Center supervisors and operational analyst

Analyzes and presents data for monthly performance reports regarding patient feedback, cash collections, financial assistance approvals, bad debt agency management and employee productivity

Provides vendor management and monitoring to ensure performance and productivity

Builds professional connections and manages, coordinates, and champions multiple revenue cycle initiatives across the organization to optimize and support the patients financial experience

Establishes quantitative and qualitative measures to monitor results of revenue cycle improvement projects, departmental processes, and identify areas of improvement

Leads monthly meetings with key internal stakeholders to share critical information regarding patient issues and attends any required internal or external meetings to ensure ongoing success

Responsibility to plan, organize and implement process and business improvements on designated strategic initiatives

Directs ongoing programs for staff development

Coordinates with Information Resources in the development, evaluation and maintenance of information systems for electronic billings and follow up for peak performance and reporting

Supports the corporate compliance efforts through investigation, policy/procedure development and monitoring

Develops the budget for the assigned departments, allocating funds within budget limits to accomplish departmental and health network objectives and goals, as well as monitors variances against budget on an on-going basis

Possesses expert knowledge of federal, state, and local regulations and programs available to uninsured patients

Ensures compliance with relevant regulations, standards and directives from regulatory agencies and third-party payers

Performs regular market research to stay on top of industry best practices, technological innovations and strategies to remain competitive

This position does not provide patient care.

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Name

Description

Education:

Must have knowledge of the English language, including reading, writing and speaking English.

Bachelors degree in healthcare administration, business administration, finance, hospital administration, public health, informational technology, or related field required. Masters degree in a related field is preferred. Applicants with an MBA, MPH, or MHA will be given preference. Successful experience in a similar role may be substituted for education.

Experience:

5 + years of progressive management experience in healthcare, revenue cycle operations, analytics, business administration, finance or related field.

License(s):

None.

Certification(s):

Nationally accredited certification in Coding and Compliance preferred.

Computer / Typing:

Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel and Word and have the ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.