Manager, Patient Financial Services

Position Overview:

The incumbent will be responsible for all of the day-to-day operations and oversight of the Patient Financial Engagement Specialist (PFES) Team and support the Director of Patient Financial Services. As the Manager, you will collaborate with the Director of Patient Financial Services, Vice President of Revenue Cycle Mgmt., Vice President of the Mission Center, Call Coach Manager, VOB Director, Regional Leaders, and other department leadership to ensure all targets are exceeded and 100% compliance is achieved in all aspect of the operation.

 

Specific Responsibilities:

• Support enterprise revenue and EBITDA targets through managing collection of patient financial responsibility (PFR) via upfront collections
• Responsible for ensuring that 80% of incoming admissions have down payments collected if full expected patient responsibility is not collected by Mission Center. Ensure proper escalation is followed if the minimum amount of patient estimated patient financial responsibility is not secured
• Oversee the customer service function, All Voices complaint hotline for revenue cycle related calls and supervise the refund process on patient overpayments
• Work with the Director of Patient Financial Services and the Finance department to update operating cost/profitability assumptions and design, implement, and manage automated financial decision-making flow
• Responsible for design, implementation, and generation of regular reports to give insight into financial performance of the PFES team to identify areas for opportunities or improvement
• Responsible for interviewing, hiring, onboarding, and training new team members
• Responsible for managing performance of team members, providing continuous coaching, instruction and development. Responsible for issuing corrective action when appropriate, up to and including termination
• Responsible to ensure team is following documented workflow, scripting, processes, etc. specific to individual patient case with which they are assisting
• Responsible for identification of new opportunities or areas for improvement, and designing, implementing and managing operational enhancement and continuous improvement initiatives
• Responsible to Demonstrate leadership, professionalism, and uncompromising ethical behavior always
• Listen to and Audit minimum of 10 calls per week from the PFES team. Regular meetings to coach and mentor the PFES team proper procedures and techniques on collection of monies due
• Complete all timecards and expense reports by deadlines
• Responsible for ensuring all Relias training completed for all direct reports by the necessary deadlines
• Identifying challenges impacting your team's performance and training them accordingly
• Collaborate with facility leadership, billing leadership, and operations leadership to optimize and enhance all processes and procedures
• Follows all RCA and department-specific policies and procedures
• Performs other duties as assigned
• Must be coachable and work well with all levels of management

Education and Experience:

• Bachelor's Degree preferred, High School Diploma required
• Excellent verbal and written communication skills required
• Excellent organizational skills with the ability to prioritize workload and meet deadlines.
• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
• Exceptional analytical and problem-solving skills.
• Proficiency in MS Office software
• Must be proficient in Excel and Powerpoint

 

Preferred:

 

• Experience working in a substance abuse facility, Crisis Center, Emergency Room, Triage unit, EMT, or 911 Call Center environment
• Excellent interpersonal skills with the ability to provide constructive feedback to staff, strong analytical, problem solving, decision-making and time management skills
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