Job Summary

This position is responsible for the overall system-wide management responsibility of the Customer Service (MyUNCChart, Bankruptcy, Estates, Sodca, Patient Relations, Patient Correspondence) and Call Center (Inbound) team within Patient Financial Services for UNC Health Care including program planning, operational analysis, financial analysis, problem resolution, personnel management and performance improvement. This position is responsible for coordinating the Customer Service and Call Center functions with appropriate personnel (Patient Financial Services Reps, PFS - Call Center Reps, Patient Relations Specialists, Team Leads, Analysts, Supervisors, Managers, etc.) in addition to Early-out and Collection Agency vendors to meet the overall needs of the department and health care system, while ensuring compliance with state/federal requirements, and CMS guidelines. Additionally, the Director is responsible for ensuring processes are conducted in an efficient and high quality manner to meet system service level agreement (SLA) expectations and regulatory standards for Patient Financial Services.

Description of Duties, Modified

1. Patient Financial Services - Responsible for planning, directing and controlling daily operations of the Customer Service/Call Center team. Directs patient accounting functions including inbound call center, patient walk-ins, patient correspondence, estates, bankruptcies, Sodca, patient relations and Early-out and Collection Agency vendor management. Coordinates with Reimbursement, IT and Collection agencies to meet the data requirements for the annual Medicare Cost Report. Monitors revenue cycle metrics to ensure of adherence to departmental and organizational goals and objectives through partnership with Revenue Cycle Analytics team and Enterprise Analytics Group where/when appropriate. Identifies trends and root causes that impact accounts receivable, collections and customer satisfaction. Leads initiatives to improve call center answer rates/wait-times, reduce outstanding self-pay and self-pay after insurance accounts receivable as well as patient correspondence and MyUNCChart turnaround times. Ensure Self-Pay A/R related work queues (Delinquent Payment Plans, Level 4 Accounts, Statement Holds) are monitored and maintained in a current status and any impacts to aged A/R resolved.

2. Leading People - Leads people toward meeting the organization's vision, mission, and goals. Provides an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Ensures that team treats sensitive or confidential information appropriately. Works to improve and reinforce performance of others. Delegates assignments, clarifies expectations and holds others accountable for achieving results related to their area of responsibility. Encourages workforce engagement by building a commitment to excellence. Works collaboratively toward solutions that accomplish organizational objectives. Develops effective staff professional development plans

3. Leading Change - Initiates and manages the change process, taking steps to remove barriers or accelerate its pace. Communicates a compelling vision and need for change that generates excitement, enthusiasm, and commitment to the process. Clearly communicates the direction, required performance, and challenges of change to all involved parties. Identifies and enlists the support of key individuals and groups to move the change forward. Obtains and provides resources to implement change initiatives. Serves as a role model by demonstrating commitment to innovation and continuous improvement in organizational performance.

4. Results Driven - Exceeds departmental and organizational goals and customer expectations. Makes decisions that produce high-quality results by applying knowledge, analyzing problems, and calculating risks. Delivers high-quality services and is committed to continuous improvement. Understands the overall financial performance of the organization and applies financial concepts and practices to establish and maintain realistic budgets. Uses financial information to monitor overall financial status of operations.

Other Information

Education Requirements, Modified

Requires a Bachelor's degree in an appropriate discipline.

Licensure/Certification Requirements, Modified

No licensure/certification required.

Professional Experience Requirements, Modified

Seven (7) years of related experience, with at least five (5) years of management experience.

Prior experience in a multi-location health system environment preferred.

Knowledge, Skills, and Abilities Requirements, Modified

Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to specialized expertise.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Revenue Cycle Patient Accounting

Work Type: Full Time

Standard Hours Per Week: 40.00

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.