Manager Patient Financial Experience - TMCH Cancer Center

Essential Functions

• Evaluates performance and effectiveness of management and staff related to the revenue cycle metrics and works to continuously improve performance, outcomes and maximize cash collections.
• Evaluates the performance of subordinate management, develops staff and management skills, sets goals and objectives, and performs ongoing evaluation of departmental operations to ensure maximum efficiency and effectiveness.
• Manages and meets the operating budget for assigned areas.
• Prepares departmental financial, operating and performance variance reports, and maintains internal policies and procedures.
• Maintains appropriate programs and infrastructure to ensure a high level of customer satisfaction that includes patient friendly billing techniques, prompt service recovery and creation of an ideal patient experience.
• Investigates and promptly resolves patient problems or reported service dissatisfaction.
• Maintains appropriate programs and infrastructure to ensure a high level of employee engagement and satisfaction.
• Mets engagement score targets as measured by employee engagement surveys.
• Recommends and facilitates the implementation of new and updated information systems specific to the needs of the revenue cycle; identifies and communicates system problems, enhancements, upgrades to all relevant staff and departments; develops partnerships with vendors to ensure the incorporation of best practices and maximization of current information system applications.
• Stay abreast of changing government billing regulations, new programs and revenue opportunities.
• Ensures that managers, supervisors, staff and any third-party vendors are current with our patient collection requirements, customer service protocols and documentation rules.
• Identifies performance improvement opportunities and facilitates improvement projects.

Knowledge, Skills And Abilities

• Comprehensive knowledge of health care operations, recognizing the uniqueness of the healthcare environment.
• Independent judgment and action skills in order to facilitate needed change in practice.
• Ability to develop, coordinate, implement and evaluate the effectiveness of programs.
• Well-developed project management, process redesign, and analytical skills.
• Leadership experience overseeing progressively complex projects and interfacing with executive leaders.
• Demonstrated proficiency to identify and articulate quality and process improvement opportunities and provide consultation to leadership.
• Excellent communication skills to interact with physicians, patients/family, community health care system staff and external reviewers.
• Ability to motivate others to drive change and ability to communicate respectfully and collaboratively around improvement opportunities.
• Comfortable operating in a collaborative, shared leadership environment.
• Demonstrated ability to effectively establish and maintain working relationships with peers at all levels of the organization.