Director of Patient Financial Services

Description

POSITION: Director of Patient Financial Services

COMPENSATION: Based on experience

CLASSIFICTION: Full Time, exempt (On-site position)

BENEFITS AND PERKS:

• Competitive Compensation Package
• Comprehensive Benefit Package
• 100% Retirement Match up to 6% (403b)
• Flexible Spending with Employer Deposit
• Service Awards and Recognition Programs
• 100% Paid Tuition Assistance (for qualified employees)
• Employer Provided Training Programs
• Community Orientation: Paid by McKenzie Health
• Child Care Subsidy Program
• Options available for relocation reimbursement, housing, and student loan repayment.
• Continuing education paid or reimbursed
• Certain Branded clothing provided
• EAP available for all employees
• McKenzie Health Supports Work-Life Balance

Director of Patient Financial Services

Position Description:

The director role facilitates improved alignment with strategic vision.  Sharing of information, collaboration, and communication are essential for success. Functions as a role model for current and new staff and may perform the same duties/responsibilities as subordinates. The role demonstrates expertise and can handle multiple priorities

Under the direction of the Chief Financial Officer, or designee the PFS Director is responsible for directing Patient Financial Services to include, Patient Access, Financial Counseling, Billing, Collections, Customer Service, Denial Management, PBX Operations, and Information Desk.

Prioritizes and coordinates daily activities related to planning, implementing and maintaining all functions pertinent to the Patient Financial Services areas.  Ensures smooth patient flow to service delivery areas.  The role demonstrates expertise in handling multiple priorities. Utilizes problem solving techniques to prevent conflict and promote team development.

Assists in the development of policies and procedures for patient information, office management, patient flow, patient registration, financial screening and patient check-in processes. 

Performs and directs quality assurance and process improvement initiatives.  Manages employee performance to meet or exceed quality and productivity standards.  Administers performance evaluations and disciplinary actions.  Maintains excellent working relationships with interdepartmental peers, community providers and staff.

The Director is responsible for monitoring changes in the healthcare industry impacting the patient access, billing and collection efforts of the facility. 

Supervisory Responsibilities:

This position supervises all Patient Access and Patient Financial Services team members, which includes Patient Access Team Leads, Patient Access Registrars, Scheduling and Prior Authorization Representatives, Clinic Pre-encounter Representatives, Financial Counselors, and PBX Operations.

Duties/Responsibilities:

• Leads and provides operational directives for all activities related to registrations, claims management and collections of accounts receivables and ensures timely, efficient cash collections to support overall financial goals of facility.
• Prepares and analyzes all statistical reports to monitor trends and determine operational deficiencies and implements corrective-action plans as necessary.
• Supports PFS activities related to claims management and collections of Accounts Receivables (AR) with timely, efficient cash collections to support overall financial goals of facility.
• Routinely reviews accounts receivable dashboards (Aged Trial Balance) to monitor reimbursement patterns and investigate any cash-flow issues for needed corrective actions to assure timely collection of accounts and achievement of established department or agency goals.
• Monitors all external billing and collections services and works with external billing and collection services to ensure adherence to timely resolution of encounters.
• Maintains days in accounts receivable at or below industry standards.
• Monitors unbilled account activity to determine necessary actions required to minimize number and dollar-value of accounts being held for bill production.
• Develops, in concert with external agencies, other department heads, corrective actions necessary to clear accounts held for bill release.
• Prepares statistical, analytical and management reports as requested by CFO or Revenue Cycle Director including but not limited to Revenue Cycle key performance indicators.
• Responsible for recruitment, placement, scheduling and continued development of patient access staff and patient financial services staff.
• Strong commitment to ensuring formalized orientation, onboarding and training of staff on an on-going basis.
• Determines qualifications and competence of departmental personnel evaluating employee performance to ensure consistency with the facility performance review process.
• Maintains knowledge of current regulations and policies of Federal, State and private payers; keeps impacted departments informed of changes, revisions, and updates.
• Ensures Pricing Transparency adherence including annual update to machine readable file posted on McKenzie Health website.
• Prioritizes, coordinates and ensures smooth patient flow to service delivery areas. 
• Assists in the development of policies and procedures for patient information, office management, patient flow, patient registration, patient check-in processes, scheduling, prior authorization, financial counseling and PBX operations. 
• Ensures timely and accurate scheduling, pre-registration, registration, and authorization for all applicable services at the hospital and or clinics. 
• Supports Patient Access team in providing estimates for services and collection of all copays, deductibles and coinsurances prior to services being rendered. 
• Ensures team adheres to documentation standards within facility EHR. 
• Maintains excellent working relationships with community providers and their staff. 

• Attends daily operations huddle and provides updates as appropriate.
• Serves as back up for daily POS Cash Report.
• Completes daily review of Registration metrics including but not limited to:
• Front Desk Timing
• Warnings Ignored Per Reg Workflow
• MSPQ Completion Rate
• Front-End Opportunity to Collect
• Overall Payment Collection Success Rate
• Patient Access Top Billing Errors
• Staff Productivity/Quality At A Glance – Patient Access
• Completes monthly productivity and quality review for hospital and clinics.  Ensure educations scheduled with team and or individual team members as needed based on results.
• Maintains highest confidentiality; adheres to all HIPAA guidelines/ regulations.
• Pursues and participates in education opportunities to remain current with changes in the Healthcare industry.
• Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to insure a professional, responsible, and courteous environment.
• Attends on-site/off-site community engagement activities and on-site/off-site clinic events as needed.
• Performs other duties as assigned.

Nothing in this job description restricts MH ability to assign, reassign or eliminate duties and responsibilities of this job at any time. MH does not restrict the tasks that may be assigned. Critical features of this job have been described; those features may be changed at any time due to reasonable accommodation or other reasons deemed appropriate by MH.

Qualifications

Physical Requirements:

• Physically demanding, high-stress environment
• Sitting for extensive periods of time
• Ability to lift, move, push or pull a minimum of 15 pounds. 

Required Skills/Abilities:

• Ability to define problems, collect data, establish facts, and draw valid conclusions to assist with resolutions to issues and problems.
• Must possess excellent written and verbal communication skills, excellent language, grammar and spelling skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages and decimals with accurate, efficient, key-boarding skills.
• Extensive decision making and analytical skills to work independently and perform most work activities utilizing guidelines and policies as standards of performance. 
• High-level of accuracy and attention to detail, flexibility, and ability to attend to competing priorities in an effective and timely way and prioritize effectively in team environment.
• Excellent interpersonal and communication skills required to deal with internal and external customers, departments and facilities, associates and physicians, various committees, vendors and governmental agencies.
• Must possess a strong understanding of scheduling, prior authorization, insurance verification, pre-registration and registration processes.
• Possess a high-level understanding of financial counseling, billing and collections.
• Requires analytical ability and strong knowledge of system analysis and data gathering techniques.
• Ability to work independently towards specific goals and objectives and provide recommendations for improvement.
• Strong organizational and multi-tasking skills to apply toward high-priority assignments to meet established deadlines
• Proficient computing skills, specifically healthcare related billing platforms, and MS Office Products.  EPIC experience preferred.
• High-level of accuracy and attention to detail, flexibility, and ability to attend to competing priorities in an effective and timely way and prioritize effectively in team environment.
• May work beyond normal working hours and on weekends holidays when necessary.
• Must be able to pass a background check and drug screening.

Education/Experience:

• Bachelor's degree in business administration or related field preferred. 
• Five years of progressive experience in the health care industry with emphasis in scheduling, registration and prior authorization.
• Experience in providing an elevated level of customer service.

Licenses/Certifications:

• None

NON-DESCRIMINATION STATEMENT

It is the policy of McKenzie Health not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.