The Director is responsible for effectively leading and directing the work of assigned staff within the parameters of designated performance standards and metrics. The Director is expected to support Patient Access leadership and to motivate staff to achieve the highest levels of customer satisfaction and to meet the organizational goals for customer service and financial performance. The Director is responsible for ensuring the department meets key metrics established by the client and sets targets to meet and exceed performance standards. This position leads the team through the change management process and focuses on identifying gaps within registration to improve deficiencies where opportunity exists. This role serves as a representative of the corporate Patient Access Revenue Cycle Operations department. The Director works to build relationships with client administration and works in tandem with local leadership to interact with other departments including internal customers within the revenue cycle team. The incumbent attends managerial meetings as required and supports the core values of Optum360, which is an integral part of this position.
Although this position is primarily focused upon the provision of service at Mercy Redding, the position has frequent contact with the Regional Patient Registration Directors and the Corporate Patient Registration Directors and Managers, as well as facility-based clinical and administrative leadership.
Primary Responsibilities: - Provides facility level oversight of the following areas:
- Financial Clearance (as assigned)
- Registration / Check-in, including Point-of-Service Collections
- Financial Counselling
- Patient Satisfaction / Customer Service
- Other duties as assigned by the local client, including but not limited to Patient Scheduling, Bed Management / Patient Placement, and MPTL
- Development of processes and initiatives designed to improve Revenue Cycle performance in assigned areas which includes:
- SLA and MSA compliance
- CHAN and other regulatory audit follow-up and compliance
- Client Liaison (i.e., Relationship development, program coordination)
- Customer Engagement (Patient Experience and Client Satisfaction):
- Participates in targeted customer engagement improvement initiatives
- Collaborates with and actively coaches assigned management and frontline staff in the implementation of strategies to improve the satisfaction and experience levels
- Monitors and evaluates the results of various service / satisfaction surveys and conducts analysis of data to identify and operationalize opportunities for improvements
- Communications (i.e., Patient Access Newsletters, CFO Presentations, Monthly Operational Reports, etc.)
- Department status report compilation and presentation
- Facility budget maintenance
- Workforce Management oversight (Staffing plan, work schedules, position requisitions, productivity and quality monitors, disciplinary actions, staff orientation, evaluation feedback, etc.)
- Facility-based vendor relations and support (i.e., Self-Pay Medicaid Eligibility staff)
- Process improvement initiatives, either facility-based or corporate
- Other duties as assigned
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications: - 5+ years of experience in a Supervisory/Management role and/or Consulting and Project Management role (specifically working in a hospital Patient Registration Department, physician office setting, healthcare insurance company, revenue cycle vendor, and/or other revenue cycle role)
- Willing to work onsite within a hospital client facility setting
- Proven flexibility of schedule for 24/7 shift coverage when necessary, sometimes at a moment's notice (covering call outs, schedule gaps, etc.)
- Ability to commute daily to a facility location in Redding, CA
Preferred Qualifications: - Certification within Healthcare Financial Management Association (HFMA) and/or the National Association of Healthcare Access Management (NAHAM)
- Managing in a Union experience
- Experience in a client facing role
- Experience leading or participating in large Patient Access-related IT and/or Contact Center program implementation
- Experience with the major Patient Access technologies currently in use, and/or other "like" systems
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
