Director, Patient Financial Experience

Ann & Robert H. Lurie Children’s Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children’s Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location

680 Lake Shore Drive

Job Description

• Manage the day-to-day operations of the Cash and Customer Service departments.
• Promote a customer service culture through appropriate education and management of staff.
• Ensure customer service issues are resolved in a timely manner.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Serve as the initial point of contact for operations leadership to manage customer service and cash posting concerns.
• Consistently model our Service Principles in internal and external interactions.
• Contribute customer service information and recommendations for continues improvement.
• Develop and implement productivity, quality, and customer-service standards.
• Monitor status of staff workload using ad hoc and system produced reports that identify weekly activity performed, trends in activity and impact of unworked accounts.
• Provide feedback to staff regarding the status of assignments and instruction in processes that will resolve balances and meet or exceed best of practice standards.
• Ensures all cash is posted accurately and timely for both patient and non-patient accounts.
• Manages the daily reconciliation of the cash. Coordinate with Finance to assure all deposits related to Accounts Receivable are in balance.
• Implementation and testing of regulatory requirements affecting payment processing and cash posting. This includes adherence with the most current version of following X12 HIPAA mandated transactions. EDI 835 Health Care Claim Payment/Advice Transaction Set utilizing HIPAA-compliant ANSI standard Claim Adjustment Reason Codes and accompanying Remittance Advice Remark Codes, when appropriate.
• Coordinate with RCM PMO resources to identify process improvements, and coordinate activities for areas including, but not limited to remittance information for all RMO’s and changes pertaining to payment posting functions as well as review and test build of system upgrades or changes that effect payment processing, cash posting and refunds.
• Monitor self pay credit inventory and ensure resolution is occurring within regulatory requirements.
• Manage PLB accounts within established time frames.
• Investigate adjustments and refunds as necessary to assure that all appropriate efforts to resolve were successfully exhausted. Provide feedback to staff regarding errors in refund and adjustment transactions
• Aligns department goals and manages department resources and budgets to meet Lurie Children’s strategic objectives.

Knowledge, Skills and Abilities:

• Bachelor’s Degree in Health Care, Management or Information Technology related field.  A combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job.
• Minimum five (5) years of experience with revenue cycle operations.  Excellent analytical, written and oral communication skills. 
• Ability to articulate facts and ideas clearly and concisely.
• Working knowledge of personal computers and Microsoft Windows OS and applications.
• Ability to maintain a high level of integrity and confidentiality relating to employee/patient and hospital.

Education

Bachelor's Degree (Required)

Pay Range

$130,000.00-$214,510.40 Salary

At Lurie Children’s, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children’s offer a comprehensive rewards package that may include differentials for some hourly employees, leaders