Revenue Cycle Performance & Staffing Lead

Mary Free Bed Rehabilitation Hospital•Grand Rapids, MI

2d•$25

About The Position

The Revenue Cycle Performance & Staffing Lead is responsible for coordinating, monitoring, and driving improvement in Revenue Cycle functions including, but not limited to, training, staffing, financial performance, operational efficiency, and patient satisfaction. The person in this role is also responsible for oversite of the onboarding and all training functions of Revenue Cycle staff, maintaining positive relations, providing employee engagement opportunities, administering proper training & coaching, and monitoring of departmental key performance indicators including patient satisfaction, operational efficiency, and departmental budgets.

Requirements

Bachelors Degree in Health/Business/Human Resources or related field or Bachelors Degree and relevant experience managing people, processes and customer experience.
At least 1 to 3 years in a healthcare related organization or other dynamic staffing and customer service setting.

Nice To Haves

Master’s degree in related field.
Lean certification.
Project management experience/certification.

Responsibilities

Leads the performance improvement initiatives with Revenue Cycle Leadership related to staffing, financial performance, operational efficiency, and patient satisfaction.
Updates and maintains departmental policies, educational standards, standard operating procedures, and reference materials.
Assists in developing staffing models and monitoring staffing efficiency.
Acts as a key liaison along with the Revenue Cycle Leadership, Human Resources, Education, Clinical Leads and Professional Services departments.
Benchmarks industry standards and identify emerging technology to benefit Revenue Cycle performance.
Lead on-boarding & training functions of Outpatient Access Staff: Ensures standardized on-boarding and training for new and existing staff.
Provides and updates training materials for Outpatient Access staff including all Epic training materials and classes and other department resources.
Ensures completion of new hire staff competencies and annual competencies for existing staff.
Provides additional training for staff as needed.
Travels to existing and new offsite locations to train Revenue Cycle functions as necessary.
Facilitates customer service and conflict resolution training modules.
Provides training on MFB and departmental policies and procedures, revenue cycle workflows and documentation.
Creates a culture that reflects Mary Free Bed’s values and enhances accountability and collaboration equally.
Facilitate employee engagement initiatives across all Revenue Cyle teams.
Monitor departmental performance including: Assists department leaders with performance audits on workflows and employees within the department and consolidate results in meaningful and actionable formats.
Reviews and analyzes patient satisfaction survey results to continuously improve patient experience and outcomes.
Monitors, reports and analyzes departmental operating KPIs to enhance operational efficiency and accountability.
Monitors financial KPIs including departmental budgets, continuing education spend and turnover costs to budget and trends.
May participate in performance management and disciplinary actions, as appropriate.
Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members.
This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.
Contribute by identifying problems and seeking solutions.
Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.