Director - Financial Services

Overview

FLSA Status: Exempt Original Date: December 2014 Last Revision: February 2021 JOB SUMMARY: Responsible for the daily operations of all Customer Service and Cash Posting functions. Coordinates initiatives and operations with hospital leadership representatives. Interprets policies and procedures, recommends changes as appropriate, and provides relevant feedback to the Vice President Patient Financial Services, assigned IT staff and Revenue cycle leadership. Serves as a key promoter of the Patient Financial Services as a service organization which strives to meet and exceed the needs of its customers. EDUCATION/EXPERIENCE: Bachelor?s degree in Business or related field required; equivalent work experience may substitute degree requirement. Five years? experience in PFS required. Three years previous management experience required. Experience in healthcare financial operations or similar service environments required. LICENSURE, CERTIFICATION, and/or REGISTRATION: Certification as a Certified Patient Account Manager (CPAM) by the American Association of Healthcare Administrative Management or certification as a Certified Financial Healthcare Professional (CFHP) by the Healthcare Management Association preferred. ESSENTIAL FUNCTIONS: 1. Oversees Customer Service and Cash Posting personnel and coordinate initiatives to ensure standardization and sharing of best practices. 2. Communicates issues or potential issues involving Customer Service and Cash Posting process improvements to Executive Leadership. 3. Provides leadership in the development and implementation of all workflows and processes, recruitment and hiring activities and annual budget process for PFS. 4. Provides relevant guidance to staff in order to resolve internal and external issues. 5. Collaborates with Patient Financial Services Leadership and provides leadership in communicating consistent information and data regarding performance. 6. Manages and oversees development of technology solutions to improve inefficiencies and minimize delays in appealing rejected claims. 7. Develops, evaluates, monitors, and communicates performance data for the department via dashboards and performance tools for ongoing reporting to Senior Leadership. 8. Informs VP of Patient Financial Services of any significant issues in the area. 9. Develops, deploys, and monitors all training activities both for new employees and for ongoing change management. 10. Develops, implements, and monitors plans for individual employee performance and productivity, and reports on that activity on a regular basis 11. Develops, coordinates, and manages an annual budget and completes or oversees all fiduciary responsibilities for the department. 12. Informs Customer Service and Cash Posting management and staff regarding payer requirements, significant changes and developments. 13. Ensures quality review measurements are established, monitored and addressed for all staff and services. 14. Reviews key performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in approved Patient Financial Services Service Level Agreements. 15. Coordinates and promotes implementation and monitoring of standard master files, processes, reporting and education programs. 16. Develops specific strategic objectives, budgets, and performance standards for each area of responsibility. 17. Identifies and implements processes to improve efficiency, effectiveness and improve services to customers. 18. Sets expectations for and demonstrates innovation, knowledge sharing and leading practices identification within the Patient Financial Services team and among peer group. 19. Performs staff reviews and prepares performance documents for direct reports. 20. Performs other duties as assigned. SKILLS & QUALIFICATIONS: Exceptional leadership, interpersonal and communication skills are fundamental requirements Requires strong knowledge of all aspects of the Patient Financial Services including hospital billing, collections, denial management and related to insurance dynamics Advanced knowledge of third-party insurance in regard to plan types, HMO, PPO, POS and indemnity as related to hospital and physician practice Full knowledge of HIPAA regulations Detail oriented Ability to make critical decisions when dealing with patients, insurance companies, employees, and any other contacts including other PFS Directors Excellent customer service WORK ENVIRONMENT: Clean, comfortable, office environment Requires prolonged sitting, some bending, stooping and stretching Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports Requires lifting papers or boxes up to 25 pounds occasionally Contact may involve dealing with angry or upset people Staff must remain flexible and available to provide staffing assistance for any/all disaster or emergency situations Ability to manage exposure to potentially infectious material per OSHA guidelines effectively PHYSICAL REQUIREMENTS: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum X 100 lbs. maximum PHYSICAL REQUIREMENTS: Amount of time spent performing the following activities: 0% 35% 65% to to to 35% 65% 100% N/A Activity X Standing X Walking X Sitting X Bending X Reaching with arms X Finger and hand dexterity X Talking X Hearing X Seeing Lifting, carrying, pushing and or pulling: X 20 lbs. maximum X 50 lbs. maximum x 100 lbs. maximum