Revenue Cycle Manager

We have the great privilege of helping patients and families re-build their lives. It’s extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients “Ask for Mary,” they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes. The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Diversity, Equity, and Inclusion. Our Commitment to providing an inclusive environment for patients, families, staff, and community, through embracing Diversity, Equity, and Inclusion T.O.G.E.T.H.E.R.
• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

Manage the following outpatient service functions and/or staff: Referral Management, Scheduling, Registration, Patient Experience processes for all Mary Free Bed Rehabilitation locations.

Essential Job Responsibilities

• Responsible for the overall function and management of the outpatient access service staff and processes at all MFB system locations
  • Achieve success by meeting performance indicators, standards, and annual performance targets
  • Monitor monthly financial reports and provide input into the annual budget
  • Develop, revise and implement work area policies and procedures to ensure efficient operations and compliance with regulatory standards
• Work with Outpatient leadership to communicate with referral sources and encourage innovation of processes and growth of programs
• Provide direction of staff and team leads responsible for the supervision of Patient Service Representative (PSR) staff or of essential PSR functions
  • Ensure staff orientation, training and competency assessments are scheduled and documented in an organized, accurate and timely manner
  • Monitor staff work time, productivity and attendance for adherence to MFB policies
  • Create a positive environment conducive to professional development of coworkers that is demonstrated on an ongoing basis including, but limited to, perception, mentoring, teaching, orienting, role modeling and team participation
• Investigate, document and resolve problems and complaints from patients and families
  • Ensure problem are investigated thoroughly and in a timely manner, with minimal assistance
  • Provide effective and positive systems improvements as part of problem resolution
• Communicate and facilitate rapport with staff that secures a highly engaged team who consistently achieves patient satisfaction score goals
  • Maintain an active presence using monthly leadership rounds
  • Promote interdepartmental partnerships, collaborating with other departments and institutions to facilitate optimal patient care at Mary Free Bed
• Assume responsibilities for professional development of self and contributes to and assists with the professional development of others
  • Assure and promote the professional growth and development of staff
  • Ensure annual mandatory training activities are completed within established time frames
• Leadership Must-Haves will be followed for patient and staff interactions:
  • Embrace Diversity, Equity and Inclusion, by:

Treating everyone with dignity and respect

Opening more doors to opportunities for underrepresented cultures

Growing talent and people

Evaluating and eliminating disparities

Taking action against injustices, bias and racism

Honoring our differences and how to collaborate

Educating staff, patients and the communities we care for

Restoring Hope and Freedom, together

• Rounding
• Thank You Notes
• Employee Selection/Peer Interviewing
• Key Words at Key Times
• AIDET® Promise
• Standards of Behavior

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• Bachelor’s degree in health-related field or other field with relevant experience in large customer-facing industry
• 3 years supervisory experience
• Demonstrated experience and success with customer service principles
• Proven excellence in organizational, communication and problem-solving skills
• Experience and ability to learn large-scale complex software systems, Epic experience a plus
• Requires information management skills to communicate, explain, interpret, and present data
• Ability to exercise independent judgment

Preferred Job Qualifications

• Master’s degree in relevant field including; MBA, MPH, MHA or similar
• Epic certifications in CBO, Cadence or similar applications

Compensation based on experience, starting from $75,000.

The above statements are intended to describe the general nature and level of work being performed by employees in this classification. If you require a reasonable accommodation to perform the essential functions of this position, you must request accommodation in writing, within 182 days after you know or should know of the need for accommodation.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.