Director, Cash Application and Customer Service

Trinity Health - Farmington Hills, MI3.5

Full-timeEstimated: $94,000 - $130,000 a year
EducationSkills
POSITION PURPOSE
Directs, manages and oversees cash application and customer service for centrally managed teams responsible for performing cash posting and customer service activities in order to achieve a world class revenue cycle team for an assigned Patient Business Services (PBS) location. Collaborates with other PBS locations, System Office, and Regional Health Ministry (RHM) leaders to identify opportunities for workflow improvements, set department goals, measure process effectiveness and productivity, and identify any need for policy and procedure updates. This position reports to the Vice President of Patient Business Services (PBS) (one of three regions).

ESSENTIAL FUNCTIONS
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.

Provides leadership and direction of overall cash posting and customer service functions and responsibilities.

Directs, manages and oversees processes, protocols, and daily cash posting reconciliation activities to ensure accurate billing, collections, and posting processes are followed. Responsible for understanding complexities involved in supporting cash posting and customer service activities spanning multiple states, regional health ministries, payer environments, and technologies to direct teams accordingly.

Oversees and responsible for increased patient satisfaction and decreased patient complaints through the development of a well-trained customer service team.

Manages and monitors staffing allocation in alignment with customer service goals and cash posting goals.

Provides leadership and administrative and technical direction over cash posting and customer service activities.

Provides effective decision-making, communications and interpersonal relations to ensure a positive image of Revenue Excellence, and PBS satisfaction by supporting and portraying strong customer service philosophies in all encounters through timely and professional follow-up, problem resolution, corrective action and long-term solutions to customer complaints and issues and by coordinating such efforts across intra and inter-departmental channels.

Reviews and analyzes data to access operational services and determines need for changes. Oversees and manages the development and communication of policies/procedures and other business documentation, as well as the development and implementation of special projects, studies and initiatives. Develops and manages plans of action for those areas not meeting expectations.

Provides leadership over projects to improve cash posting and customer process improvements in collaboration with peers at the other PBS locations.

Provides and accountable for effective decision-making, communications and interpersonal relations to ensure RHM satisfaction, supporting and portraying strong customer service philosophies in all encounters.

Creates and maintains a culture supportive of personnel by fostering individual motivation, teamwork and high levels of performance and accountability utilizing a participative management style to ensure staff retention. Identifies action plans to improve the quality of services in a cost-efficient manner and facilitates plan implementation.

Maintains professional development and growth through journals, professional local, regional and national affiliations, continuing education programs, seminars, and workshops to keep abreast of trends in revenue cycle operations and healthcare in general:

Develops and implements an annual plan of personal and professional development.
Serves in a leadership role and promotes positive Human Resource Management skills by fostering teamwork between business and clinical stakeholders and by recruiting, retaining, training, mentoring developing and managing staff to achieve strategic objectives.

Other duties as needed and assigned by the Vice President.

Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program and Code of Conduct, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

MINIMUM QUALIFICATIONS
Must possess a comprehensive knowledge of revenue cycle functions and systems, as normally obtained through a Bachelor’s degree in Business, Accounting or Healthcare Administration or a related field, and a minimum of seven (7) years of experience within the area of revenue management, specifically experience with Cash Applications and Customer Service or other management functions related to revenue cycle activities or an equivalent combination of education and experience. Experience at a complex multi-entity healthcare organization or large complex revenue cycle services. Must possess CPA certification with relevant accounting experience.

Exhibits superior management skills that emphasize team‑building and strong leadership with the ability to provide clear direction to the department

Ability to create and maintain a culture supportive of personnel by fostering individual motivation, teamwork and high levels of performance and accountability utilizing a participative management style to ensure staff retention. Identifies action plans to improve the quality of services in a cost-efficient manner and facilitates plan implementation.

Ability to continuously learn and seek professional development and growth through journals, professional local, regional and national affiliations, continuing education programs, seminars, and workshops to keep abreast of trends in revenue cycle operations and healthcare in general.

Demonstrated experience serving in a leadership role and promoting positive Human Resource Management skills by fostering teamwork between business and clinical stakeholders and by recruiting, retaining, training, mentoring and managing staff to achieve strategic objectives.

Demonstrated ability to interpret 3rd party payer contract requirements and recommend, design and implement procedures for compliance with regulations and standards.

Managerial and supervisory experience.

Ability to deliver consistent services utilizing subject matter knowledge and expertise to address culture, people, process, structure and technology related issues.

Must demonstrate strong organizational skills leading a combination of direct and dotted‑line reporting relationships. Exhibits strong, collaborative leadership qualities that can bridge across multiple disciplines.

Ability to be the front-line change leadership agent to enable and deliver long-lasting and sustainable organizational changes while minimizing disruption to the patients, colleagues, and business. Seeks innovative ways to deliver higher value programs and services more efficiently and effectively.

Proven ability to effectively lead and manage team(s), including direct report(s), in ongoing operations and services against targeted performance indicators and budget. Proven ability to manage projects independently and to effectively lead team members by leveraging their contributions to accomplish project success.

Strong leadership, integration, and execution skills. Considerable experience in planning, formulating, and executing strategies. Ability to define programs, processes or business objectives and scope. Demonstrated proficiency and expertise to identify, evaluate and articulate operational opportunities, and risks, business needs/gaps, and understand customer/stakeholder interests.

Excellent written and verbal communication skills to effectively identify, assess and facilitate improvements and resolution and to present advisory, persuasive and authoritative recommendation to all levels.

Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Trinity Health.

Must demonstrate strong organizational skills leading a combination of direct and dotted‑line reporting relationships. Exhibits strong, collaborative leadership qualities that can bridge across multiple disciplines.

Proficiency in Microsoft Office, including Outlook, Word, PowerPoint, and Excel.

Must be comfortable operating in a collaborative, shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS
This position operates in a typical office environment. The area is well lit, temperature controlled and free from hazards.

Incumbent communicates frequently, in person and over the phone, with people in all locations on product support issues.

Manual dexterity is needed to operate a keyboard. Hearing is needed for extensive telephone and in person communication.

The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects at the same time and adapt to interruptions.

Must be able to set and organize own work priorities and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Must possess the ability to comply with Trinity Health policies and procedures.