Director of Front Desk Revenue

Introduction

Do you have the career opportunities as a Director of Front Desk Revenue you want with your current employer? We have an exciting opportunity for you to join Urgent Care - Practice Ops which is part of the nation's leading provider of healthcare services, HCA Healthcare.

Benefits

Urgent Care - Practice Ops, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
  
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
  
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
  
• Family support through fertility and family building benefits with Progyny and adoption assistance.
  
• Referral services for child, elder and pet care, home and auto repair, event planning and more
  
• Consumer discounts through Abenity and Consumer Discounts
  
• Retirement readiness, rollover assistance services and preferred banking partnerships
  
• Education assistance (tuition, student loan, certification support, dependent scholarships)
  
• Colleague recognition program
  
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
  
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

Note: Eligibility for benefits may vary by location.

Our teams are a committed, caring group of colleagues. Do you want to work as a Director of Front Desk Revenue where your passion for creating positive patient interactions are valued? If you are dedicated to caring for the well-being of others, this could be your next opportunity. We want your knowledge and expertise!

Job Summary and Qualifications

GENERAL SUMMARY OF DUTIES:

The Director of Front Desk Revenue reports directly to the Chief Financial Officer, and leads the strategic execution of service line front office strategy across the enterprise via dotted line oversight of the Regional Front Desk Managers (RFDM) imbedded within the markets/divisions. The Director of Front Desk Revenue will be a subject matter expert on all components of the front desk to ensure revenue optimization and owns all functions related to revenue integrity within the service line markets.

DUTIES INCLUDE BUT NOT LIMITED TO:

• Partners collaboratively with the UCC service line finance, operations, and training team to align on core strategies and identify new training content needs, and drives accountability of market level execution of all front desk initiatives via RFDM and other applicable market-level resources.
• Works directly with market level operations and RFDMs to drive standardization across all markets within the UCC service line and ensure financial metrics and strategies are achieved.
• Accessible and approachable to all service line departments, RFDMs and market leadership.
• Monitor and analyze revenue cycle performance metrics to identify areas for improvement
• Develop and implement any revisions or new policies and procedures to ensure compliance with regulatory requirements and industry standards.
• Works closely with PCA and finance teams as indicated.
• In partnership with markets, manages the Accepted Insurance List (AIL) to ensure alignment with PCA on recent contract negotiations, timely iPlan establishment, and most recent guidance on patient responsibility collections.
• In partnership with PSC Account Managers, holds team accountable for various KPI reports to ensure accurate and timely billing and collections.
• Liaises with recruitment, provider liaisons and operations on enrollment challenges with new providers to drive front desk awareness and develop appropriate contingency plans to reduce any anticipated claims risk for new providers and/or those re-enrolling.
• Develops best practice models for scalability to drive performance.
• Guides RDFMs and other applicable front desk support resources to ensure best practices and standardization across the organization.
• Subject matter expert in practice management system, claims process and reporting capabilities to enhance accountability and drive process and workflow improvements continuously.
• Lead enterprise strategy meetings with all RFDMs or other application market resource teams to drive connectivity and alignment, and to share best practices, across the enterprise.
• Actively participates and/or leads project teams associated with front desk enhancement opportunities within practice management system and front desk workflows.
• Keep the Front Desk Training Manual and training plan updated, in partnership with the UCC service line training department.
• Ensure comprehensive program to evaluate front desk trainers and ensure quality of care and excellence in customer service across the enterprise, in partnership with RFDMs, with the goal of maintaining a competent and engaged preceptor pool for the front office within all markets.
• Partner directly with the finance team and other UCC service line departments to audit all aspects of the front desk to maintain revenue integrity and address opportunities.
• Partner with market operations as needed to assist in recruitment and selection of RFDMs or other applicable front desk market leadership (I.e. Front Desk Coordinators (FDCs) if market scale does not currently support RFDM).
• Ensure appropriate infrastructure support, standardization and accountability for front desk operations across all markets and divisions within enterprise.
• Leverage multiple communication tools and platforms to drive transparency and communication across the enterprise (i.e. Memos, SharePoint, IntelliBoards, WebEx chat…).
• Drive customer service excellence and patient satisfaction scores for front desk operations.
• Partner with quality to ensure UCA accreditation requirements are achieved. Subject matter expertise in front desk mock surveys and quarterly center review requirements.
• Expert in occupational medicine (OM) workflows and procedures. Partners with OM service line team on enhancement and execution of client’s protocols, tools and procedures. Strives for excellence in service to OM clients.
• Drives accountability for required front desk training completion within defined timelines. Assesses remediation and training needs in partnership with service line training team and RFDMs.
• Ensures quality of customer service is a training priority.
• Functions as a subject matter expert and resource for all RFDMs and FDCs.
• Partners with market operations on performance reviews for RFDMs and/or performance improvement needs to deliver constructive feedback and mentor positive relationships. Makes reasonable recommendations for disciplinary action and personally initiates in-services for below-standard work performance when indicated.
• Monitors virtual care workflows and ensures front office colleagues are engaged in promoting virtual care service options when applicable, in collaboration with Telehealth leadership team.
• Strong focus on leadership and building the front office teams internally for succession planning.
• Acts as liaison between UCC service line leadership/departments and market operations/RFDMs to promote a strong sense of teamwork and collaboration.

EDUCATION:

• Bachelor’s degree in finance, healthcare administration, or related field preferred

EXPERIENCE:

• 5 years of Revenue Cycle Management and/or applicable medical office experience
• Knowledge of regulatory requirements and industry standards related to revenue cycle management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to manage multiple projects and priorities.

CareNow delivers quality, convenient, patient-centered urgent care with unparalleled service. We are in more than 100 urgent care clinics around the United States. We are committed to staffing our clinics with the most qualified and experienced providers. Our providers are dedicated to improving lives and leading the charge in urgent care medicine. Our physician-guided focus is centered on providing extensive resources. And we provide support to our growing CareNow® physician team. Our doctors and medical staff are trained in family practice, emergency medicine or internal medicine. We offer a wide range of primary and urgent care services for the entire family. CareNow is an affiliate of HCA Healthcare.

HCA Healthcare has been recognized as one of the World's Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Bricks and mortar do not make a hospital. People do."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

If you are looking for an opportunity that provides satisfaction and personal growth, we encourage you to apply for our Director Front Desk Operations opening. We promptly review all applications. Highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.