Manager, Patient Financial Advisors

UT Southwestern Medical Center•Dallas, TX

14h•Remote

About The Position

The Manager, Pre-Arrival Patient Access Services (Financial Advisors) works under minimal supervision to lead a team responsible for pre-registration, benefit verification, prior authorization, and front-end revenue cycle operations to ensure proper billing. The manager also oversees financial planning and counseling for patients receiving services in clinical departments and the hospital. This role provides strategic and operational leadership for patient financial counseling, insurance benefit education, patient estimates, upfront collections, payment arrangements, and financial assistance referrals. It ensures efficient workflows, regulatory compliance, and a seamless patient financial experience while supporting timely access to care and revenue cycle performance. The manager partners with clinical and administrative leaders to improve operational efficiency, strengthen patient financial counseling and collection processes, reduce financial barriers to care, and drive team performance through data-driven decision-making, process improvement, and staff development. The position has four direct reports and 31 indirect reports. It is work from home, but the successful applicant must live in the Greater DFW area. The stated schedule is 8 a.m. to 5 p.m., Monday through Friday. The work environment is described as an office setting. Salary is commensurate with education, skills, and relevant experience.

Requirements

Bachelor's degree, or successful completion of the UT Southwestern supervisory training course within 12 months of employment.
Three years of related experience in clinic and/or business operations, health care management, or revenue cycle management.
Two years of supervisory experience.
Applicants without the stated degree may be considered with significant additional related experience.
Obtain the Certified Healthcare Access Associate (CHAA) credential from NAHAM within one year.
Obtain the Certified Healthcare Access Manager (CHAM) credential from NAHAM within one year.
Obtain full membership in the National Association of Healthcare Access Management within one year.
Ability to work with confidential information on a daily basis.
Working knowledge of insurance, insurance billing, and various types of health insurance plans.
Skills in building teams, clarifying roles and responsibilities, including personnel in decision-making, collaborating, building partnerships, and managing conflict constructively.
Strong communication skills, including clear written and verbal communication, attentive listening, candid exchange of ideas, and communicating a vision and issues to staff.
Ability to coach and develop employees, delegate, develop future talent, and address employee problems.
Ability to manage business operations, follow through, take accountability, solve problems, implement solutions, integrate financial understanding into solutions, and demonstrate technical proficiency.
Customer-service focus, including addressing service issues with urgency, anticipating customer needs, maintaining high service standards, resolving service breakdowns, and ensuring staff training and proficiency.
Ability to lead change, take initiative, adapt, plan strategically, articulate a vision and goals, and champion innovation.

Responsibilities

Lead a team responsible for registration quality, insurance verification, and financial clearance of inpatient and outpatient services across multiple clinics, specialties, departments, and the hospital.
Drive continuous performance improvement in areas of responsibility in alignment with revenue cycle performance improvement targets.
Develop, analyze, and interpret key performance indicators for team performance and report regularly to executive leadership and leadership committees.
Monitor payor reimbursement policies to prevent future claim denials and ensure denials are routed internally for correct and prompt resolution.
Improve health system financial health by reducing claim denials and ensuring patient balance and bad debt remediation.
Collaborate with peers and other departments to implement changes affecting Patient Financial Clearance processes.
Generate, distribute, and maintain relevant reports for stakeholders.
Develop an ongoing training curriculum to support successful patient interactions and workflow processes.
Develop and monitor detailed audit reports on staff quality, productivity, and staffing metrics.
Manage, direct, develop, and guide staff in insurance verification, patient pre-registration, and financial counseling; promote professional growth, development, accountability, and shared decision-making.
Handle patient and internal complaints in a timely and professional manner, escalating complaints to the Patient Assistance Office or leadership when appropriate.
Assist in developing, interpreting, and implementing policies and procedures.
Develop and maintain a current digital repository of applicable standard operating procedures and staff job expectations.
Report routinely to executive leadership, executive committees, and other health system groups on team performance, challenges, and opportunities.
Ensure compliance with local, state, and federal rules and regulations.
Perform other duties as assigned.

Benefits

PPO medical plan available on day one at no cost for full-time employee-only coverage.
100% coverage for preventive healthcare with no copay.
Paid time off available on day one.
Retirement programs through the Teacher Retirement System of Texas (TRS).
Paid parental leave benefit.
Wellness programs.
Tuition reimbursement.
Public Service Loan Forgiveness (PSLF) qualified employer.
On-site childcare.
Paid holidays.
Merit increases.