REVENUE CYCLE MANAGER Kinston Community Health Center, Inc. Revenue Cycle Manager Position Announcement October 21, 2014 Kinston Community Health Center, Inc. seeks an accomplished revenue cycle expert to fill the position of Revenue Cycle Manager. Kinston Community Health Center, Inc. is a federally qualified health center (FQHC) in downtown Kinston, NC. Kinston Community Health Center, Inc. serves all persons regardless of ability to pay (insured and uninsured) in an effort to provide equal access to healthcare to anyone in need of our services which include primary care, pediatrics, OB/GYN, and dental. The Revenue Cycle Manager will promote the financial viability of Kinston Community Health Center, Inc. (KCHC) by effectively managing all aspects of the center s Patient Access, Pre-Services and Patient Financial Services, Medical Records and Scheduling/Call Center operations. This responsibility maintains a high priority focus on achieving outstanding customer service at all times ensuring the patient experience is consistently exceptional. This responsibility includes modifying and maintaining policies; continually seeking mechanisms to streamline and automate processes; enhancing net cash collections, reducing costs and building and maintaining external and internal customer relationships to ensure that KCHC s financial and customer service goals are optimally accomplished. This position is responsible for implementing systematic approaches that contribute to the capture, management and collection of patient service revenue, as well as maximizing the organization s net patient revenues, while maintaining strong regulatory and legal compliance, and high levels of customer service. This position is required to perform extensive analysis and reporting on the organization s revenue cycle and implement corrective actions as needed to maximize collections. DUTIES AND JOB RESPONSIBILITIES Manage patient experience ensuring excellent customer service and complaint resolution. Ensure that all areas under direct report exhibit an outstanding positive image to the public. Directly supervise Patient Services Supervisor and Call Center Supervisor ensuring processes are continually reviewed and improved to improve patient access and provide excellent customer service in every encounter. Develops strategic plans and programs for the Revenue Cycle team and ensures that goals and objectives of the team are properly defined and clearly established Develops policies, guidelines, implements procedures and ensures consistent company-wide implementation Performs high level and detailed analysis demonstrating the ability to develop reporting based on the audience Provides projections and reports as required, for development and management of budget; produce and analyze monthly reports that assist in the monthly forecast process Monitors effectiveness of collection efforts and maintains insurance billings are current within the established time frame specified in the department policy. Compiles and prepares various status reports for management in order to analyze trends and make recommendations. Page 1 of 4
Kinston Community Health Center, Inc. Revenue Cycle Manager Position Announcement October 21, 2014 Enhance and standardize our work-flow processes throughout the revenue cycle to assist in achieving consistency in maintaining the critical success factors outlined in standard operating procedures. Designs and develops the appropriate organization structure for the Revenue Cycle team. Delineates, defines, and streamlines its various functional activities, thereby ensure its effectiveness in maximizing the utilization of both asset and people resources. In collaboration with Human Resources Department, conducts in depth assessment interviews to determine the technical and behavioral competencies of job candidates to ensure that the best from among the qualified candidates are being hired in the company. Adheres to, and implements the philosophy of hiring the best fit and ensures that prospective employees personal values are aligned with the company s corporate values. Conducts regular and periodic meetings with the financial services team, to ensure the following: Implementation of all Revenue Cycle team plans, programs, and projects strictly adhering to prescribed deadlines and schedules All communications and relevant information pertaining to the team are cascaded to the proper channels within the team in particular, and the organization in general. Conducts and implements Performance Improvement Program, through the following: Performance coaching for the staff who failed to perform and deliver the prescribed and committed level of performance output and standards. Performance counseling staff with behavioral/attitudinal problems. Implements the necessary guidelines on discipline management for erring employees, in accordance with company policies, rules and regulations, due process, and government regulations. Performance mentoring for high potential staff, capable of assuming bigger responsibilities in the future. Performs training and development functions, as follows: Designs and develops training programs that are relevant and necessary for the continuous development of the technical competencies of the team. Recommends and implements for appropriate training programs that will further enhance and hone the technical competencies of the staff. Conducts training programs, and acts as subject matter expert on training programs pertaining to the Revenue Cycle team. Develops and formulates performance measures and standards for the team, as basis for the conduct of annual performance management review program. Reviews and evaluates the performance of the team, on regular and periodic basis, and ensures that the overall performance of the team is on track, and well within the pre-established goals and objectives. Manages and oversees the patient services and billing staff in handling patient relations. Page 2 of 4
Kinston Community Health Center, Inc. Revenue Cycle Manager Position Announcement October 21, 2014 Handles complex patients complaints and issues by explaining company policies and guidelines as well as those involving compliance issues with state and federal regulations. Ensures that HIPAA regulations are complied with at all times HIPAA privacy and security regulations, if applicable. Implements state and federal regulations on clinic records management. JOB REQUIREMENTS Bachelor s degree in healthcare or Business Administration, Finance or Accounting, or a related field, or an equivalent combination of education and experience. Master s degree preferred. Coding certificate required. MGMA and/or Healthcare Financial Management Association (HFMA) certification desired. Five or more years of experience managing patient services, patient support, and patient financial services functions including revenue cycle (billing), front office, call center, scheduling, and patient engagement in a complex environment. Demonstrated knowledge of process improvement techniques are essential to success, as is the ability to be a self-starter and work independently to move projects successfully forward. Strong leadership and management skills with the ability to attract, develop, deploy and retain a world-class revenue cycle team, capable of performing as a team and of evolving with the organization s vision and with cutting-edge technologies. Strong analytical skills in order to detect and resolve problems related to revenue cycle and system implementations. Ability to address complex problems with multi-level impacts and with solutions not readily apparent Ability to prioritize and deliver on key initiatives; demonstrated success in achievement of key performance metrics targets within time and budget constraints. Strong written and verbal communication skills to effectively manage department and communicate with a wide-ranging audience. Displays a demonstrated understanding of healthcare operations, project management, revenue cycle terminology infrastructure, medical coding and related issues. Possess a minimum of 5 years revenue cycle management experience Demonstrated ability to review and interpret payer contracts Excellent interpersonal skills, both oral and written Strong analytical and problem-solving skills Displays high level of proficiency in MS Office applications including MS Access and advanced Excel (VLOOKUP, pivot tables/charts) skills Ability to prioritize effectively, work independently, and drive results Demonstrated healthcare information technology expertise Demonstrates in-depth knowledge in coding systems including ICD 9, ICD 10, HCPCS and CPT4 Maintains a strong working knowledge in medical terminology Demonstrated ability to work effectively across the revenue cycle, clinical, operations and IT environments to affect positive change Page 3 of 4
Kinston Community Health Center, Inc. Revenue Cycle Manager Position Announcement October 21, 2014 HOW TO APPLY Interested candidates should forward a cover letter, salary requirements and resume to Daphne Betts- Hemby, CFO at daphne.hemby@kinstonchc.org. Responses that fail to include a cover letter, salary requirements, and resume will not be considered. Candidates selected for interview should arrive prepared to demonstrate proficiency via work samples (analytical reports, policies, procedures, work plans, strategic plans, etc.) developed by the candidate. Position closing date: November 4, 2014 Page 4 of 4