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Job Summary

The Engagement Manager serves as a key leader within the Consumer Engagement Center, supporting two core operational wings: Appointment Scheduling & Provider Template Design and Financial Clearance. This role acts as a bridge between front-end revenue cycle operations and clinical departments, identifying opportunities for workflow optimization, supporting standardization, and driving improvements in patient access and financial performance. This position requires a deep understanding of front-end revenue cycle functions and a collaborative, solution-oriented approach. The Engagement Manager will serve as the primary liaison for clinical partners, ensuring alignment between clinical operations and Consumer Engagement Center objectives.

Essential Functions

• Responsible for managing the revenue cycle for several clinical departments. The primary focus is identifying revenue opportunities in all aspects of the revenue cycle including Registration, Charge Capture/Reconciliation, Charge Edits, Denials Management, and Write-offs
  * Identification of revenue opportunities leading to project management and solution implementation
• Prepares and delivers monthly presentations to clinical department Chairs, Administrators, finance directors on key performance indicators including:
  * Performance to budget, A/R Days/Aging, Charge Lag, Unsigned Encounters, Denial rates
  * Completes presentation deliverables on time
  * Able to communicate driving factors behind each key performance metric
  * Documents and completes meeting follow up items
• Create, runs, and analyzes AR reports identifying commercial and government denial trends, reporting findings and results to identify and drive process improvement within claims follow up teams
  * Clear communication of AR issues and project plans supported by data
• Work with clinical departments and Professional Services Analytics team to develop accurate revenue budgets. Assist client departments with quantifying budget impact of new programs or clinical hires. Reports on driving factors of variances to budget throughout the year to FPG leadership
  * Creates accurate revenue forecasts for upcoming year driven by historical payment performance, volume targets received from departments and taking into account any revenue cycle improvements or headwinds expected.
• Works with clinical departments, business development and strategic planning teams to develop revenue projections on proposed expansion sites and innovative clinical services
  * Prepares financial models to accurately predict incremental revenue that will be added
  * Develops strong relationships with key stakeholders within clinical departments and FPG leadership
  * Excellent data analysis skills to come up with accurate revenue forecast
• Monitor, analyze and present key provider productivity metrics with comparisons to internal and external benchmarks – audience includes departmental (unified) administrators, chairperson and other senior clinical faculty
  * Clear presentation of provider productivity metrics
  * Explanation of variances to reported cFTE
• Develop and present tailored supplemental metrics to support provider productivity performance – audience includes departmental (unified) administrators, chairperson and other senior clinical faculty
  * Creation of clear an relevant ad hoc reports based on provider specialty/department
  * Example: number of surgeries completed or shift in number of new patients vs established patients
• Monitor, analyze and present key patient access metrics as part of reporting suite and monthly meetings with departments
  * Clearly present changes in no show, cancellation rates
  * Report on metrics related to appointment availability for each specialty/doctor
  * Make recommendations on provider template setup accordingly
• Respond to any patient complaints in a timely manner. Analyze and report any consistent trends in patient billing inquiries to clinical department leadership. Assist in implementing operational changes to prevent.
  * Response to billing inquiry in a timely manner
  * Appropriate escalation of issues to clinical and professional services leadership

Qualifications

• Bachelors Degree Required - Masters Preferred
• 5+ years of experience within Access Templates and Analytics Required
• Knowledge of health care industryRequired
• Strong working knowledge of applications required: Microsoft Excel, Access, Word, PowerPoint Required
• Experience with EPIC Preferred
• Experience in front-end revenue cycle functions, including scheduling, prior authorizations, patient access, or financial counseling Preferred.
• Previous experience working with or supporting clinical departments strongly Preferred.
• Strong understanding of patient access operations Preferred.
• Ability to analyze complex workflows and data to drive actionable insights Preferred.
• Excellent communication and interpersonal skills with the ability to influence across roles and departments Preferred.