What are the responsibilities and job description for the Revenue Cycle and Client Experience Manager position at The Up Center?
POSITION DESCRIPTION
Position: Revenue Cycle and Client Experience Manager
Date: October 2024
Supervisor: CFO
Supervisees: Billing, front office, and client registration/intake team members
Position: Revenue Cycle and Client Experience Manager
Date: October 2024
Supervisor: CFO
Supervisees: Billing, front office, and client registration/intake team members
Join The Up Center, a respected nonprofit and United Way Community Partner, where we serve over 10,000 children, families, and individuals annually through comprehensive, trauma-informed programs. We seek an experienced, proactive Revenue Cycle and Client Experience Manager to oversee end-to-end revenue cycle functions across multiple locations. This key leadership role requires strategic thinking, attention to detail, and a commitment to delivering a high-quality client experience, and it also offers significant opportunities for professional growth and development.
Position Overview
At The Up Center, you will find a supportive, mission-driven environment committed to providing quality care and fostering our team's growth while directly impacting our community. The Revenue Cycle and Client Experience Manager will manage all facets of the revenue cycle, including front-office client interface, client registration, billing, coding review, collections, payment processing, payor contract management, and compliance. You will lead and develop a team across billing, front desk, and client registration functions, ensuring efficient processes and optimized revenue flow. The ideal candidate is a skilled manager capable of maintaining productive relationships with payors, clients, RCM technology vendors, and internal team members, focusing on accuracy, compliance, and quality in every aspect of revenue cycle operations.
At The Up Center, you will find a supportive, mission-driven environment committed to providing quality care and fostering our team's growth while directly impacting our community. The Revenue Cycle and Client Experience Manager will manage all facets of the revenue cycle, including front-office client interface, client registration, billing, coding review, collections, payment processing, payor contract management, and compliance. You will lead and develop a team across billing, front desk, and client registration functions, ensuring efficient processes and optimized revenue flow. The ideal candidate is a skilled manager capable of maintaining productive relationships with payors, clients, RCM technology vendors, and internal team members, focusing on accuracy, compliance, and quality in every aspect of revenue cycle operations.
Key Responsibilities
End-to-End Revenue Cycle Management:
End-to-End Revenue Cycle Management:
- Oversee the entire revenue cycle process, from client registration, insurance verification, billing, coding review, and claims management to final payment and collections. Implement revenue cycle management best practices that align with industry standards. Document and maintain updated department standard operating procedures.
- Ensure timely and accurate claims submissions, monitor denied claims, and lead resolution efforts to optimize reimbursement rates.
- Patient and Client Experience Coordination:
- Oversee the patient registration and front desk processes to provide a smooth, trauma-informed client experience from intake through billing.
- Collaborate with program directors to align client experience initiatives with operational requirements, ensuring that all client-facing roles contribute positively to billing and collections efforts.
- Support the front desk team in creating a welcoming environment and ensure alignment between client services and revenue cycle objectives.
Team Leadership and Development:
- Supervise billing, front desk, and client registration team members; provide training, support, and professional development to foster a skilled and motivated team.
- Develop and communicate job descriptions, performance expectations, and workflow processes that support accuracy and efficiency in revenue cycle operations.
- Coordinate team schedules and ensure coverage at all locations to maintain high levels of service and client satisfaction.
Process Improvement and Compliance:
- Design, document, and implement policies and procedures to optimize revenue cycle performance, reduce denials, and improve collection rates.
- Maintain up-to-date knowledge of healthcare regulations, HIPAA, and agency policies, ensuring compliance across all revenue cycle functions.
- Perform regular audits of billing and coding practices to identify opportunities for improvement and ensure regulatory adherence.
- Financial Analysis & Reporting:
- Develop, monitor, and analyze revenue cycle metrics (e.g., days in accounts receivable, denial rates, cash collections) and prepare regular reports for leadership.
- Perform month-end closing tasks, including payment and revenue reconciliation, to ensure accurate financial reporting.
- Collaborate with the CFO to establish annual budgets, track key performance indicators (KPIs), and assess the financial impact of operational changes.
Vendor and Payor Relations:
- Manage relationships with credentialing consultants, clearinghouses, and EHR vendors to ensure efficient, reliable processes.
- Oversee third-party payor contracts, including renewals and negotiations, to maximize reimbursements and ensure compliance with payer requirements.
- Participate in selecting, implementing, and optimizing electronic health record and billing software.
Qualifications
Education & Experience:
- Bachelor’s degree in Business, Healthcare Administration, or a related field (Master’s degree preferred).
- Minimum of 5 years of experience in revenue cycle management within a healthcare setting, preferably in behavioral or mental health services.
- Certification in revenue cycle management, healthcare administration, or a related area is highly desirable.
Required Skills:
- Strong knowledge of billing, coding (ICD-10, CPT), insurance verification, collections, and accounts receivable processes. Excellent understanding of healthcare regulations, HIPAA, and mental and behavioral health service payor requirements.
- Proficiency in practice management systems, EHR systems, and Microsoft Office (Word, Excel, PowerPoint).
Personal Competencies:
- Exceptional organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
- Excellent written and verbal communication skills with a solution-focused approach.
- High degree of accuracy, analytical ability, and attention to detail, paired with a demonstrated ability to lead, motivate, and develop a team committed to trauma-informed client service.
Why Work at The Up Center?
At The Up Center, you’ll find a supportive, mission-driven environment committed to providing quality care and fostering the growth of our team. By joining us as a Revenue Cycle Manager, you can lead critical financial operations directly impacting our community’s well-being. This is an exciting role for someone technically skilled and driven by a commitment to serving others.
Apply today to be part of our innovative team and help us make a lasting difference.
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