Director of Hospital Patient Access Operations

Mercyhealth Wisconsin and Illinois•Janesville, WI

2d•$98,393 - $157,429

About The Position

Essential Duties and Responsibilities Establish a multichannel strategy for patients to access scheduling and financial service needs at optimal service delivery levels.Plans, directs and manages operational activities of all hospital patient access areas within Mercyhealth in support of the mission, goals, and objectives of Mercyhealth.Revises, develops and implements changes in service, policies and procedures, if needed, to improve the department performance and productivity. Ensures overall quality and accuracy of front end registration and access process to ensure timely billing, cash flow and improvement of accounts receivable.Identifies and implements strategies to improve processes, promote operational efficiency, enhance the patient experience and meet regulatory compliance guidelinesSupervise, hire, train and evaluate staff. When deficiencies are noted, develops performance improvement plans and monitors employee performance to assure that corrective action is taken.Reviews data and develops reports and other tools to identify areas for improvement and to set and track benchmarks. Meets goals set by leadership related to the revenue cycle.Revises, develops and implements policies and procedures to maintain proper workflow within the revenue cycle. Develops and remains accountable to budgets related to assigned cost centers. Maintains a collaborative, supporting relationship with other leaders and management staff at all system facilities to ensure integration of patient processes that will achieve optimal financial outcomes.Coordinate special projects related to improved processes within the revenue cycle. Lead or participate in other system-wide committees to improve quality, compliance or other initiatives.Responds to common inquiries or complaints from patients, or members of the community.Ability to multitask and remain calm under pressure.Works closely with Sr. VP/CFO in overseeing the assigned areas and takes a senior leadership role in strategic planning and decision making for the revenue cycle operational areas. Culture of Excellence Behavior Expectations To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals. Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue. Education and Experience Bachelors Degree required in a related field. In lieu of education, 7-10 years experience within revenue cycle operations and 3-5 years supervisory experience with proven ability to oversee subordinates. Certification and Licensure N/A Skills and Abilities Ability to think independently and have a high degree of analytical and trouble-shooting skills required. Special Physical Demands The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations. While performing the duties of this job, the employee is regularly required to sit; use hands to operate a keyboard repetitively, talk, and hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus, particularly as it relates to computer screens. Level of Supervision Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; employee adherence to annual education and certification requirements. Supervises Reviews and may coordinate the work of other financial staff, including managers and supervisors. Supervisory responsibilities are conducted in accordance with directives of management, the organization's policies, and applicable laws.

Requirements

Bachelors Degree required in a related field.
In lieu of education, 7-10 years experience within revenue cycle operations and 3-5 years supervisory experience with proven ability to oversee subordinates.
Ability to think independently and have a high degree of analytical and trouble-shooting skills required.

Responsibilities

Establish a multichannel strategy for patients to access scheduling and financial service needs at optimal service delivery levels.
Plans, directs and manages operational activities of all hospital patient access areas within Mercyhealth in support of the mission, goals, and objectives of Mercyhealth.
Revises, develops and implements changes in service, policies and procedures, if needed, to improve the department performance and productivity.
Ensures overall quality and accuracy of front end registration and access process to ensure timely billing, cash flow and improvement of accounts receivable.
Identifies and implements strategies to improve processes, promote operational efficiency, enhance the patient experience and meet regulatory compliance guidelines
Supervise, hire, train and evaluate staff.
When deficiencies are noted, develops performance improvement plans and monitors employee performance to assure that corrective action is taken.
Reviews data and develops reports and other tools to identify areas for improvement and to set and track benchmarks.
Meets goals set by leadership related to the revenue cycle.
Revises, develops and implements policies and procedures to maintain proper workflow within the revenue cycle.
Develops and remains accountable to budgets related to assigned cost centers.
Maintains a collaborative, supporting relationship with other leaders and management staff at all system facilities to ensure integration of patient processes that will achieve optimal financial outcomes.
Coordinate special projects related to improved processes within the revenue cycle.
Lead or participate in other system-wide committees to improve quality, compliance or other initiatives.
Responds to common inquiries or complaints from patients, or members of the community.
Ability to multitask and remain calm under pressure.
Works closely with Sr. VP/CFO in overseeing the assigned areas and takes a senior leadership role in strategic planning and decision making for the revenue cycle operational areas.

Benefits

Mercyhealth offers competitive pay and a comprehensive benefits package including:
Medical, Dental, Vision
Life & Disability Insurance
FSA/HSA Options
Generous, accruing paid time off
Paid Parental and caregiver leave
Career advancement and educational opportunities
Tuition and certification reimbursement
Certification Reimbursement
Well-being Programs
Employee Discounts
On-Demand Pay
Financial Education
Annual recognition/awards events
Partner appreciation days
Family entertainment/attractions discount
Community service/improvement opportunities