Position Responsibilities
- Demonstrates the ability to work independently to ensure Revenue Cycle operations are managed efficiently and effectively
- Makes day-today leadership decisions by analyzing information from multiple sources to identify issues; commits to developing action plans after weighing alternative solutions against reliable data points. Effectively communicates decisions to identified staff and teams holds stakeholders accountable and drive results.
- Oversees daily activities of site to ensure timeliness and accuracy of revenue cycle processes for assigned client accounts;
- Through training, leadership and motivation, ensures performance, production and quality targets are met or exceeded consistently;
- Works closely with the management team to build and maintain high-performance teams that are committed to delivering quality and timely service and promoting GetixHealth as a premier service organization.
- Engages in open communication with the Operations Managers and Supervisors and effectively and efficiently deals with any issues which could affect productivity/quality while ensuring both individual and team compliance with regulatory, legal and audit standards;
- Recommends and conducts ongoing training, education and development of management staff;
- Provides assistance/resolution to external and internal inquiries around revenue cycle service functions;
- Promotes, supports and facilitates teamwork and harmony between all staff members by promoting and fostering a positive, visible teamwork attitude among all employees. Recognizes, addresses and resolves issues/problems among/between Managers/Supervisors and team members and reports all such issues to the VP of Operations.
- Understands, follows and enforces all federal, state, and local healthcare requirements, as well as GetixHealth policies and procedures.
- Communicates effectively and regularly with Site Director on work progress, staffing issues/concerns, disciplinary issues, etc.
- Coordinate and direct daily operations ensuring:
o Front end billing processes are efficient and meet client expectations
o Adequate staffing levels to meet performance targets;
o An appropriately skilled workforce is in place; and
o Issues are escalated appropriately
- Govern Supervisory and Managerial staff’s weekly and monthly performance resulting in increased productivity and engagement;
- Partner with clients to ensure highest quality service and ensure successful resolution of client concerns.
- Ensure staff is trained to provide superior revenue cycle management services to clients.
- Ensure regulatory compliance to healthcare revenue cycle and company policies.
- Analyze and provide accurate information for the department’s Monthly Operations Report;
- Recruit, select, orient and manage appropriate staff to ensure operational objectives are met;
- Meet established budgeting and staffing parameters;
- Maintains a high state of integrity and professionalism in carrying out the duties and responsibilities of this position.
- Supports all other special assignments as directed by the SVP, PBS.
- Provide input and assistance to the SVP in budgeting and forecasting tasks
- Other duties as assigned.
- Manage facility needs
Key Working Relationships:
Has a continuous and consistent presence working with all vertical leaders both internal and external. Promotes a culture of collaboration between assigned PBS staff and client contacts. Serves as a positive role model for GetixHealths Revenue Cycle Deliver model.
Successful accomplishments and primary accountabilities of this position will depend upon establishing and maintaining effective working relationships with a variety of people both inside and outside of the functional area. Such people may include, but are not limited to: interdepartmental leadership, education and development, the patient, client staff, government, insurance company representatives, vendors, compliance, finance, decision support and contact management as well as GetixHealth’s officers, senior management and staff.
Supervisory Responsibilities
Directly supervises 2 or more Supervisor/Managers. Also, provides indirect supervision for up to 50 billing, credentialing, and cash posting personnel supporting multiple projects. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Travel Requirements
The Director of Operations may be required to travel to the Company offices, as well as visit clients throughout North America.
Education and Experience
- Bachelor's degree in business or related discipline and a minimum of 10 years of industry experience in medical revenue cycle management with diverse and progressive levels of responsibility, or equivalent combination of education and work experience.
- Minimum of 5 years’ experience as a manager of a medium to large team within the revenue cycle management industry.
- Proven understanding of the medical revenue cycle and KPI performance monitoring
o billing and collection processes;
o credentialing;
o Regulatory accounts receivable management.
- Demonstrated strong knowledge of relevant Federal, State and local laws and regulations and requirements.
- Excellent communication (written, verbal and listening) and interpersonal skills in order to interface with and influence all levels of personnel from hourly employees to senior management in order to build or create their support or commitment.
- Demonstrated ability to manage multiple projects to successful completion.
- Proven strong attention to detail with a focus on quality.
- Demonstrated ability to perform in alignment with company mission and values.
- Proven PC proficiency in MS Office Suite (Word, Excel, PP, Outlook).
- Experience in Ontario system products and telephony software preferred
- Experience in patient financial systems preferred
- Ability to build trust, gain support, and influence other managers and staff to implement change without direct supervisory control.
- Strong understanding and sensitivity to confidential matters.
- Strong negotiation skills with a commitment to reaching mutually desired outcomes.
- Strong ability to negotiate and resolve conflict between people.
- Demonstrated competency in coaching for business results, empowerment of others, leading/managing change, relationship building/coaching, and problem solving.
- Proven ability to build, coach and maintain high performance teams.
- Demonstrate initiative, exercises good judgment, exhibits strong profit orientation, and has the ability to achieve results through others.
- Ability to analyze data, evaluate situations and identify problems or opportunities, including likely causes. s.
- Supports and fosters the professional development of subordinates.
- Strong attention to detail and the ability to prioritize work and meet deadlines.
- Demonstrates concern for meeting internal and external customers' needs in a manner the provides satisfaction for the customer within the resources that can be made available.
- Ability to adapt quickly to change and open to considering new approaches to solving problems and work processes.
- Strong organizational skills with ability to multi-task in a fast-paced work environment.
- Strong commitment to continuous self- improvement.
- Proven ability to effectively collaborate in multi-departmental projects.
- Must be team oriented with a commitment to working effectively with the Operations group or those outside formal lines of authority to accomplish both departmental and organizational goals.
Work Environment / Physical Requirements
- Work environment is an office location. The position requires the dexterity to operate office equipment such as a personal computer, keyboard, mouse and telephone
- Occasional lifting may be required up to 25 lbs.
- Must be able to sit for extended periods of time with frequent bending and stooping
Additional Notes
- This role profile is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position