Director, Patient Financial Experience

Summary:
Directly manages all Patient Billing, Follow-up Collections, Single Billing Office (SBO), Financial Assistance and Customer Service Call Center activities. Responsible for the oversight and timely response time to:

• MyChart billing related patient inquiries
• Bad Debt and vendor performance management
• Oversight of Financial Advocates and timely processing of Financial Assistance applications

Promotes professionalism as a patient advocate and adheres to Summa’s Billing and Collection Policies. Responsible for the oversight of HCAP and works collaboratively with Finance on charity audits. Responsible for the timely update of Summa’s Financial Assistance Policy for annual Board approval, statement revisions, and updates to Summa’s website and MyChart with annual revisions based on AGB and Federal Income Poverty Levels. Supports Summa’s Internal Revenue Cycle departments by managing the team that processes all mail correspondence into the document management storage system. Supports the System Director, Patient Access and Financial Experience in achieving annual goals, Key Performance Indicators (KPIs) strategic patient financial experience and consumer engagement initiatives, and is responsible for achieving favorable budget variances.

Minimum Qualifications:

1. Formal Education Required:
a. Bachelors in Business/Finance related field or equivalent combination of education and/or experience.

2. Experience and Training Required:
a. Five (5) years of Revenue Cycle experience with a focus on Patient Billing, Self-Pay Collections, Customer Service, and Follow-up management experience.
b. Epic SBO and vendor management experience required.

3. Other Skills, Competencies and Qualifications:
a. Maintains strong executive presence, is a proficient meeting leader, sets realistic objectives and key results, can work with autonomy
b. High energy, with the capacity to successfully manage many projects and responsibilities
c. Capable of quantifying the financial impact of revenue cycle application and process-related issues, presenting them to executive teams and tying them to KPIs
d. Capable of leading vendor and operational stakeholder engagements
e. Exceptional presentation skills, ability to present report outs to executive team: reporting on Goals, Key Accomplishments, core RCM KPIs, areas of opportunity and recommendations moving forward
f. Team builder with good interpersonal skills, including the ability to persuade others to change their minds or behavior and effectively work with all levels of an organization
g. Proficient in Microsoft Office products, such as Excel, Word and Power Point
h. Knowledge of current healthcare trends, regulations, and KPIs
i. Population Specific Competency: Ability to effectively interact with patients/customers with the understanding of their needs for self-respect and dignity

4. Level of Physical Demands:
a. Sedentary: Exerts up to ten pounds of force occasionally and/or a negligible amount of force frequently.

Summa Health System is recognized as one of the region’s top employers by a number of third party organizations, including NorthCoast 99. Exceptional candidates gravitate to Summa because of its culture, passion for delivering excellent service to our patients and families commitment to our philosophy of servant leadership, collegial working relationships at every level of the organization and competitive pay and benefits.