The Business Services Manager will be responsible for the leadership and management of 12 or more Business Service Supervisors, their associated responsibilities, and a variety of other patient business services in the 29 regional multi-disciplinary medical offices. The Business Services Manager forms effective and collaborative working relationships with the onsite Medical Office personnel, as well as the Regional Health Plan Executive Team, to ensure superior service and efficient administrative delivery to both internal and external customers in the areas of account management, billing and collections, payments, financial assistance programs and balance resolution. Also, serves as the subject matter expert in Revenue Cycle best practices in the medical office/professional setting and collaborates closely with the Senior Director of Revenue Cycle to operationalize Regional and National initiatives. The Business Services Manager ensures standardization in operating procedures across all sites, and proactively identifies areas of opportunity to improve the efficiency and effectiveness of the member experience in the course of their interactions during intake, financial clearance, and collections while at the Medical Offices. He/she will be responsible for building a high-performance team to achieve operational excellence in key metrics while optimizing patient service revenues.
Essential Functions:
- Provides leadership, mentoring and training to Business Service Supervisors, as well as their direct and indirect reports, to improve job competencies and drive performance to achieve operational goals in the areas of customer service, quality, and collections. Develops a high performance team as measured through achievement of benchmark process outcomes, audit and compliance results, financial goals and employee satisfaction.
- Partners with a broad range of National and Regional leadership, and staff including Medical Group operations and Patient Financial Services to provide leadership, coordination, guidance, and influence to ensure seamless, effective and patient-friendly onsite operations. Establishes and maintains effective working relationships with peers, superiors and subordinates, clinicians, and other internal/external clients to promote a collaborative environment.
- Ensures effective standardized operating procedures are in effect across all sites, taking the initiative to propose process improvements, when necessary. Creates, plans and manages implementation of projects to re-engineer and optimize processes to maximize patient service revenue in a compliant manner.
- Provides subject matter expertise in the functional areas of customer service, registration, point of service collections, payment posting and payment plan creation, and charity care application processing to Medical Office Building staff, Patient Financial Service peers and other departments.
- Perpetuates ongoing communication strategy for the Business Office Supervisors throughout the Region for delivery of regular updates, ensuring sharing of knowledge and implementation of business and technology systems in a timely, consistent and accurate manner.
- Performs audits and reconciliations as required by internal and external compliance/regulatory groups, including but not limited to monthly Pharmacy reconciliations, month end close, and SOX validation.
Qualifications:
Basic Qualifications:
- Bachelor's degree in Healthcare Administration, Business or related field.
- Minimum of 7 years Patient Financial Services, Customer Service and/or self-pay collections experience in a healthcare setting (hospital, physician's office or insurance company).
- Minimum of 2 years in leadership capacity in a healthcare setting with 5 or more direct reports.
- Consistent achievement of objectives and targets, with measurable results.
- History of successful implementation of technical and operational improvement initiatives across multiple sites.
- Advanced knowledge of healthcare technology applications and bolt-on tools.
- Mastery of Microsoft Office applications (Word, Excel, etc.).
- Effectively utilizes time management techniques to ensure successful completion of competing priorities.
- Advanced knowledge of healthcare Revenue Cycle processes.
- Previous experience with routine use of financial and audit reporting in daily operations.
- Able to effectively recruit, train and manage teams.
- Capable of comfortably working in a matrix organization.
Preferred Qualifications:
- Epic experience, specifically Resolute and Prelude.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.