Director, Patient Financial Experience

Job Description

Join a world-class academic healthcare system, UChicago Medicine, as the Director, Patient Financial Experience.  We are seeking an experienced professional to direct and lead operational, financial, programmatic and personnel activities within the Financial Counseling and Customer Service functions. This includes establishing, meeting and continuously monitoring goals and objectives while maintaining alignment with the strategic focus. While the range of duties and responsibilities is broad and varied, the successful candidate will be responsible for directing operations, budgeting, financial management, human resource management, and process improvement. The Director is also responsible for monitoring and managing the self-pay accounts receivables for the entire enterprise, 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 Director works closely with a variety of stakeholders, coordinating activities to create a remarkable patient financial experience across the enterprise.

 

The Director of Patient Financial Experience serves as the programmatic and operational leader for the Financial Counseling and Customer Service departments. Reporting to the Vice President of Revenue Cycle, this Director is a strategic business partner with accountability to revenue cycle leadership, as well as other key stakeholders involved in the patient financial experience. Working in a “team” management environment, this position will have 3 direct reports and influence high standards of performance over 30+ indirect reports. They must actively manage human, capital, and operational resources using well-developed metrics and KPIs.

 

Who you are:

• Bachelor’s Degree preferred in Business, Finance, Accounting, or Healthcare.
• Minimum 8 years of progressively increasing management and operational experience in a large hospital financial or financial systems department.
• Extensive knowledge of general hospital software systems, including EPIC.
• Strong knowledge of hospital financial operations required including reimbursement requirements according to managed care contract interpretation.
• Solid understanding of EPIC Single Billing Office structure and best practices, as well as basic insurance industry reimbursement standards.
• Proven ability to interpret, evaluate and communicate policies and procedures as they relate to hospital operations. Must be able to adhere to State, Federal and local requirements.
• Excellent verbal, written, and presentation skills. Ability to speak articulately in high-level forums and to answer difficult questions with confidence.
• Proven ability to lead change, organize teams, and delegate responsibility appropriately – using data to drive continual improvements and positive performance.
• Must be able to deal with difficult situations with a high level of tact and diplomacy.

What you’ll gain as Director, Patient Financial Experience: 

• Opportunity to work at a world-class organization, engaging numerous stakeholders, with the mission of providing a strategic, enterprise-wide vision for a superb patient financial experience.
• Chance to make an impact from a total system perspective, focusing on system-wide integration, coordination, and seamless execution by offering technical advice and expertise to help the organization achieve high performance outcomes.
• Transform the patient financial experience in an academic medical center and make a difference in the lives of patients and their families by addressing concerns and service delivery with a relentless pursuit for excellence.

What you’ll do as the Director, Patient Financial Experience: 

• Define and meet revenue cycle performance goals and metrics. Evaluate the performance and effectiveness of management and staff related to the revenue cycle metrics and work to continuously improve performance, outcomes and maximize cash collections. Manages and meets the operating budget.
• Allow documented standards and practices to ensure timely and accurate patient financial experience. Approves write-offs, adjustments, financial assistance and refunds within limits of UCM Policy.
• Maintain 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 any patient problems or reported service dissatisfaction in a timely manner.
• Maintain appropriate programs and infrastructure to ensure a high lev