Job Description

GENERAL SUMMARY : The Vice President of Revenue Cycle Consumer Operations is accountable for all strategy and daily execution associated with their area. The indirect areas of oversight include, but are not limited to, Patient Access including Pre-Access and Registration and Digital Consumer Engagement tools. The VP of Revenue Cycle Consumer Operations is a key member of the Revenue Cycle team and is looked at to provide key insights as organizational strategies are reviewed and developed to further drive the engage the consumer strategic imperative. Key to the role is the leader’s ability to look beyond industry norms and create new initiatives that can shape the future of Revenue Cycle consumer engagement operational practices nationwide. The executive is expected further establish the culture of high accountability and performance on all key metrics of their assigned areas, while looking to what the next set of key metrics that will drive the next cycle of improvement. The VP is responsible for managing relationships with many external business partners that support various aspects of the revenue cycle and assess when changes or modifications to those services and consumer facing procedures are required. The leader is expected to communicate effectively to staff and executives alike and navigate the complexities of a matrix management environment.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES :

1. Responsible for all activities of personnel engaged in providing management activities surrounding digital consumer engagement tools, including significant expertise in workflows designed to optimize customer experience and maximize reimbursement.
2. Responsible for providing direction for consumer engagement and pre-access and registration functions and providing the stakeholders and manager(s) with the necessary tools to ensure the department operates effectively and further strategic imperatives around consumer engagement.
3. Responsible for formulating reporting and analytics strategies that can be applied consistently across the organization and collaborating with relevant stakeholders to determine priorities for the development of additional consumer engagement opportunities and formulating analytics around pre-service patient access and time of service registration.
4. Monitor, analyze and assess consumer engagement opportunites and coordinate activities with opportunities for improvement in automating patient access and registration.
5. Participate in digital health and consumer revenue cycle task forces and committees to provide updates on and make decision around issues and remediation plans. Devise new methods, procedures, and approaches to across the organization and be able to introduce and gain support for these process improvements.
6. Responsible for understanding the interdependencies of the AH structure and defending AH’s interests to both internal and external stakeholders.
7. Empowers team leadership and staff to develop methods of process improvement, including planning, setting priorities, conducting systematic performance assessments, implementing improvements based on those assessments and maintaining achieved improvements.
8. Translates AH and revenue cycle divisional vision into meaningful and effective responses and results. Provides direction for complex business decision making to support outcomes aligned with established strategic, operational, and financial goals/targets.
9. Serves as the primary contact to Senior Vice President, Revenue Management for implementation of key Patient Access tools, facilitation of Point of Service collection improvement and enhancements of core consumer pre-access and patient registration process.
10. Responsible for working with other AH stakeholders to implement system-wide initiatives across people, process, technology, and strategy considerations to optimize and streamline proactive denial & follow up processes and well as promote consistency/standardization.
11. Consistently demonstrates and encourages a commitment to quality, customer-centeredness, productivity and continuous improvement. Consistently, demonstrate comprehensive and thorough understanding of all elements of health care delivery, including strategy, business planning, employee and third party agreements, operations and financial conditions.
12. Performs other duties as assigned by leadership

KNOWLEDGE AND SKILLS REQUIRED :

• Strong organization skills and Excellent analytical and problem-solving skills
• Expert in Revenue Cycle processes and understanding of key integration points.
• Effective oral and written communication skills, with the ability to articulate complex information in understandable terms to all levels of staff and Senior Leadership
• Effective computer skills, particularly Microsoft Office Outlook, Word, Excel
• Ability to work in a matrix-management environment to achieve organizational goals
• Superior leadership experience, particularly in cultivating a high-performing team, and in developing and maintaining excellent relations with physicians and staff at all levels.
• Ensures collaboration with patient access, revenue cycle and patient financial services leaders to implement best practices and improve overall revenue cycle performance
• Able to identify latent skills in Directors and provide opportunities for personal and professional development.
• Proven to inspire high performance and foster a climate of collaboration; initiate creative approaches to solving problems or tapping potential; coach effectively; attempt to model balance in life and work.
• Ability to use data to inform and develop improvement strategies.

KNOWLEDGE AND SKILLS PREFERRED:

• Previous ambulatory or institutional revenue cycle management experience highly preferred.
• Experience with Cerner preferred
• Knowledge of and experience using revenue cycle and other healthcare financial performance metrics.
• Vendor and Contract Management Experience

EDUCATION AND EXPERIENCE REQUIRED :

• BS in Business Administration (or equivalent).
• Minimum (3) years’ experience in Patient Access/Patient Financial Services Department or related area.
• Minimum (5) years of related team leadership experience

EDUCATION AND EXPERIENCE PREFERRED:

• BS in Finance, Accounting, or Healthcare Administration
• Master's in Business, Finance, or Healthcare Management
• Minimum (7) years’ experience in Patient Access/Patient Financial Services Department or related area.
• Minimum (5) years of related team leadership experience

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED :

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

• Certified Revenue Cycle Representative (CRCR) – HFMA
• Certified Revenue Cycle Executive - AAHAM
• American College of Healthcare Executives - ACHE

RESPONSIBILITIES

1. Establishes and maintains courteous, tactful and professional level of interpersonal skills necessary to deal effectively with:

• Patients
• Guests
• Medical staff
• The public
• Co-workers
• External business associates
• Insurance company representatives

1. Exhibits positive ICARE Values & Workforce behaviors:

• Integrity: I am honest and ethical in all I say and do!
• Compassion: I will exceed my customer’s expectations by providing spiritually driven, compassionate care.
• Accountability: I hold myself accountable for all my actions.
• Respect: I treat every individual as a person of worth, dignity and value.
• Excellence: I will exceed the expectations of the patients and family we serve and measure this service through continuous surveying of patient satisfaction.

1. Demonstrates effective communication skills; is able to report and convey required information either verbally or in writing; maintains required level of confidentiality; consults with and/or advises appropriate personnel of situations requiring follow-up or attention.

1. Conforms to all Adventist Health System and regional/facility specific policies and procedures including but not limited to:

• Mission
• Vision
• Values
• AH Code of Conduct as outlined in the “Guidelines for Employees” handbook.

1. Establishes and maintains a history of regular attendance; makes appropriate use of PDO, and observes department call-in procedures for absence; establishes and maintains punctual work habits. Exhibits timely arrival and departure and dependable time habits including meal and other breaks.

1. Attends/participates in mandatory facility-wide and department training/meetings as required (including but not limited to: Net Learning, safety training, etc.). Is able to demonstrate and apply knowledge of fire, safety, security and disaster procedure regulations as presented in orientation and as pertains to each work area.

1. Supports departmental and organizational Mission through:

• Appropriate use of resources
• Providing assistance to team members
• Accepting work or schedule assignments
• Participating in process and performance improvement as required

1. Required to respond to emergency situations (i.e., disasters, hurricanes, etc.) by reporting to department and staying until the crisis is over or your position is covered by incoming personnel. This is a mandatory requirement. Refusal to respond may result in termination

1. Contributes to the successful achievement of department-stated goals and objectives and will facilitate staff cohesiveness and communication.

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