Dir, Patient Financial Services

Requisition Number: 503360

About North Memorial Health

At North Memorial Health, you're part of an inclusive health family that is rooted in our values of relationships, inventiveness, and accountability. Empathy and care are at the heart of North's culture which is designed to actively support each team member's wellbeing and growth. Our strength lies in our diversity, and we embrace the unique contributions and experiences of each person. Together, we empower customers to achieve their best health.

About this position

The North Memorial Patient Financial Services Director leads, plans, and owns all aspects and results of the Patient Financial Services Revenue Cycle across North Memorial and Maple Grove hospitals, as well as the ambulatory clinics. The director reports to the Vice President of Revenue Cycle.

The Patient Financial Services Director's oversight includes, but is not limited to the following departments:
??? System Patient Financial Services: Billing, collections, transaction posting, payment variances, and system denial prevention.
??? Customer Revenue Cycle: Self pay collections, transactions posting and system denial prevention.
??? Other: Home Hospice Health: Billing, collections, transactions posting and system denial prevention
??? Other: Partnership(s) Revenue Cycle: vendor performance monitoring and management

Key areas of coordination, including but not limited to:
??? Inpatient, Outpatient and Professional Fee Coding and HIM
??? Clinical Documentation Improvement and Ambulatory Education: Inpatient and Outpatient clinical documentation chart review processes, provider education and provider relations
??? Patient Access
??? Ambulatory and Hospital Operations
??? Hospice Operations
??? Measurement and Reporting
??? Human Resources

What we'll expect from you

Leadership Accountabilities:
??? Provides overall strategic, administrative, and operational leadership.
??? Engages in regular communication with leadership across the system about Revenue Cycle performance.
??? Initiates and leads system wide efforts to drive evidence-based, cost effective initiatives across the continuum of care.
??? Serves as an internal consultant and to address Revenue Cycle quality/ efficiency issues system wide.
??? Ensures compliance with standards and requirements of all accrediting, licensing, and governmental agencies pertaining to Patient Financial Services.
??? Facilitates and ensures compliance with human resources processes and programs.
??? Develops departmental budgets, ensures successful account adjudication and exceptional collections, and promotes a high level of customer service across the Revenue Cycle.
??? Develops, leads, and directs implementation of initiatives and strategic plans for operations and department functions throughout the system.
??? Ensure compliance with Human Resources processes and programs.
??? Encourages relationships with health plans and government payers to improve payment performance and relationships.
??? Coordinates all functions of the Revenue Cycle in a manner that complies with the standards established by the Senior Leadership Team, outside regulatory and accreditation agencies, and performs duties in a manner that promotes a single Revenue Cycle team and reflects the mission, vision, and values of North Memorial.
??? Demonstrates and, through plans and actions, delivers a consistent standard of excellence to which all departmental work is expected to conform. Such a standard should be based on establishing and maintaining a constancy of purpose, focusing on continuous improvement within the director's area of influence, and delivering the highest degree of quality service possible.
??? Promotes and maintains a culture of service and operational excellence that is aligned with operational and strategic plans to achieve operational service, growth, and customer care goals.
??? Fosters an environment of teamwork that empowers our customers to achieve their best health.
??? Ensures un-matched customer service and standardized PFS functions are deployed throughout North Memorial Health
??? Develop department goals and initiatives, to include standards of performance and metric monitoring / Key Performance Indicator creation and tracking
??? Develop annual departmental FTE and operating expense budgets and monitor monthly results to ensure positive budget performance
??? Define leading and inspiring teams committed to providing the highest level of customer service
??? Create departmental culture of continuous improvement and learning by empowering all team members to problem solve and raise issues/solutions.
??? Demonstrate ability to create thorough departmental action plans and program management tracking to deliver a consistent standard of excellence.
??? Ensures departments comply with hospital established policies, quality assurance programs, safety, environmental, and infection control policies and procedures.
??? Maintains and fosters effective public relations with customers, physicians and internal team members.
??? Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in the field of expertise.

??? Partners with leadership across the system in strategic and operational planning for the quality/safety service line
??? Develops the quality/safety educational platform and drives educational outcomes
??? Other Duties as assigned.
??? Achieves key customer care, financial and/or operational outcomes as found in annual work plan.
??? Establishes systems and processes that drive accountability for customer care, financial and/or operational outcomes.
??? Works effectively with cross company partners to execute divisional and departmental initiatives and day to-day operations.
??? Acts as an effective communication conduit horizontally and vertically throughout the organization.
??? Develops talent within the team, including acquiring, engaging and retaining.
??? Staffs, organizes and schedules the team to leverage maximum labor productivity.
??? Establishes metrics that measure key business outcomes.
??? Translates business support vision and strategies to department level and engages and empowers team members meet customer's needs in innovative ways.
??? Effectively anticipates obstacles and barriers and works creatively to overcome them.

Competencies
Thought Leadership (Analysis, Strategic Thinking, Financial Acumen)
??? Exhibit Inventiveness
??? Use Insightful Judgment
??? Seek Innovative Solutions
??? Apply Financial Action

Results Leadership (Focus on Customers, Managing Execution, Results Orientation)
??? Focus On Customers
??? See Challenges as Opportunities

People Leadership (Engage and Inspire, Talent Enhancement)
??? Engage and Inspire
??? Develop Talent
??? Build Relationships

Personal Leadership (Adaptability)
??? Embrace Change
??? Accept Accountability

Compliance
??? Recognizes and complies with legal regulatory, accrediting and procedural requirements related to area of responsibility.
??? Understands and follows principles and standards as outlined in North Memorial's Corporate Code of Conduct.
??? Protects customer and team member privacy and only accesses customer and/or team member related information as needed to perform job duties.
??? Reports violations or areas of concern to supervisor or Corporate Compliance Officer via established.

Interested? Here are our requirements
Education

??? Bachelor's degree is required. Master's degree is preferred.

Experience, Knowledge, Skills, Abilities

Experience
??? At least five years of Revenue Cycle management in a multi-disciplinary healthcare environment is required.
??? Experience with Hospital and Physician Revenue Cycle is required.
??? At least five years using EMR billing systems is required. Epic is required.
??? Demonstrated experience managing an organization of 100+ employees is preferred
??? Experience with process improvement and change management Lean and/or Six Sigma is preferred.

Knowledge, Skills and Abilities
??? Possesses a balanced understanding of financial, operational, and human dimensions in health care.
??? Exercises leadership skills in Revenue Cycle that support and foster the values and the strategic goals of North Memorial Health.
??? Demonstrates ability to anticipate future consequences and trends accurately, has broad knowledge and perspective, and excellent conceptual and planning and collaboration skills.
??? Possesses good decision skills based upon a mixture of analysis, wisdom, experience, and judgment. Under tight deadlines and pressure, is able to make timely decisions with incomplete information.
??? Possesses excellent interpersonal skills and demonstrates the ability to work with a wide variety of people, both within the system and outside.
??? Demonstrates effective written and oral communications and presentation skills and the ability to communicate complex financial information to diverse audiences.
??? Possesses ability to plan and manage costs to respond to changing budget requirements. Ability to establish and communicate a clear vision.
??? Maintains professional growth and development to remain current on regulations, technology and management practices.
??? Knowledge of health insurance issues (e.g. insurance verification, service authorization, etc.) and medical terminology
??? Serves as a role model within the work environment to promote vision, mission and values of North Memorial Health Care.
??? Maintains knowledge of labor/union issues and best practices to promote positive labor relations

Licensure/Certification(s) Mandatory
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