JOB PURPOSE:

Responsible for executing the strategic vision and leading operational performance for Customer Service and Patient Liability (CS&PL) functions for the entire Piedmont Healthcare Service Area to include all Hospital based and Physician Based accounts with self-pay A/R totaling over $300M annually. Challenging assumptions and standards of business in an effort to improve overall operational effectiveness and service to Piedmont’s customers. Providing leadership and oversight of key operational and financial decisions pertaining to all underlying functions. Functional areas that report to the Director include proactive Patient Liability/Self Pay follow-up and Customer Service. Additional responsibilities include oversight of all vendor performance management including Early Out Agencies, Primary Bad Debt, Secondary Bad Debt, Financing programs, Agency Workflow Systems and the Patient Payment Platform.

KEY RESPONSIBILITIES:

1. Provide execution of the strategic vision, leadership, coordination, guidance, ideas, and influence to implement world class Patient Liability follow-up and Customer Service functions across Piedmont Healthcare; share vision and thought leadership with Revenue Cycle and overall corporate leadership

2. Develop, implement, and oversee ongoing operations of a standardized self-pay strategy that prioritizes accounts appropriately and collects on accounts in the most effective and efficient way possible

3. Develop, implement, and manage efficient and effective operational policies, procedures, processes and performance monitoring across all patient liability/customer service functions

4. Utilize pre-defined goals, and provide appropriate feedback and guidance to ensure that all employees are in compliance and customers are treated professionally and expeditiously

5. Optimize revenue collection and direct department operations to ensure that financial, quality, and customer service goals are met

6. Provide oversight and ensure Performance Achievement for vendor activities related to guarantor accounts receivable and customer service

7. Develop “super user” capabilities in Epic, Patient Payment Systems & Agency Manager applications and all other related information systems, tools, technologies, and processes; assist other employees as needed to ensure all tools are fully utilized to create an efficient and effective department

8. Maintain a clear understanding and working knowledge of all information systems required for job scope

9. Monitor and facilitate service level agreements (SLAs) between Patient Liability / Customer Service and other related functions, within both Revenue Cycle and Clinical operations as necessary

10. Collaborate with key PFS stakeholders to communicate, anticipate, and prevent common patient issues

11. Build strong relationships and facilitate productive communication among key revenue cycle stakeholders, including peer leaders of revenue cycle services and core support departments (e.g., human resources, business support services, finance)

12. Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance; encourage and support employee decision-making within his or her scope of responsibilities

13. Complete any duties and special assignments as requested

MINIMUM EDUCATION REQUIRED:

A Bachelor’s degree from a recognized college or university

MINIMUM EXPERIENCE REQUIRED:

At least seven (7) years Revenue Cycle experience and five (5) years of management experience in a patient accounts receivable and/or customer service function for a healthcare provider.

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:

ADDITIONAL PREFERRED QUALIFICATIONS:

Revenue cycle operations, consulting and/or project management experience for at least eight (8) years. Leader or member of a Revenue Cycle transformation effort where key functions were reviewed for standardization and centralization. Revenue cycle leadership in a multi-hospital and employed physician environment. Previous experience using or implementing Epic. A Master’s Degree from a recognized college or university in Health Systems, Engineering, Business Administration.