Avp, Single Billing Office Operations

At Memorial Hermann, we pursue a common goal of delivering high quality, efficient care while creating exceptional experiences for every member of our community. When we say every member of our community, that includes our employees. We know that when our employees feel cared for, heard and valued, they are inspired to create moments that exceed expectations, while prioritizing safety, compassion, personalization and efficiency. If you want to advance your career and contribute to our vision of creating healthier communities, now and for generations to come, we want you to be a part of our team.
Job Summary
Provides strategic leadership and direction for the Single Billing Office Operations (SBO) which includes hospital inpatient and outpatient departments and Physician Enterprise. The SBO consists of customer service, cash applications, refunds, correspondence, self-pay receivables, and vendor management. Provides leadership for the SBO which includes system-wide collaboration, integration, and performance improvement activities with hospital and physician revenue cycle and clinical operation managers to achieve strategic, financial, and operational performance goals. Provides key insights and recommendations to the Vice President of Revenue Cycle Management. This leader will create consistent customer relationship management (CRM) standards which provide an exceptional customer service experience. This position will report to the VP, Hospital Revenue Cycle Operations.Job Description
MINIMUM QUALIFICATIONS
Education: Bachelor's degree in Business Administration, Finance, Health Services, or related field required; Master's degree preferred.
Licenses/Certifications: (None)
Experience / Knowledge / Skills:

• Eight (8) years revenue cycle management experience within a large hospital or integrated healthcare delivery system.
• Five (5) years in a leadership/management role coaching and developing leaders and leading large teams.
• Experience documenting and evaluating processes and procedures for process improvements and efficiencies.
• Exceptional strategic thinking, problem solving and analytical skills.
• Thorough knowledge of cash applications, customer service, account receivables management, and customer service.
• Demonstrated experience developing and maintaining effective working relationships across a large organization at varying position levels.
• Strong verbal and written communication skills.
• Epic experience preferred.

PRINCIPAL ACCOUNTABILITIES

• Collaborates with the Customer Experience Strategy Team and the Digital Channel Experience Team to align communication messaging designed to drive the desired customer experience.
• Coordinates the resolution of all patient complaints received through social media, risk management, corporate compliance and legal. Ensures exceptional customer service is provided in accordance with Memorial Hermann Standards and Behavior.
• Communicates with the Legal Department and Corporate Compliance, facilitating patient complaints from governmental agencies such as OIG, OAG, HHSC, TDH and BBB. Ensures all complaints are addressed in a timely and appropriate manner, and in compliance with state and federal regulation.
• Overseas the management and collection activities for self-pay and balance after insurance accounts. Coordinates collection activities within the revenue cycle and with the Digital Channel Experience Team to maximize the use of MyChart (Epic).
• Oversees the Financial Assistance Program of the Memorial Hermann Financial Assistance Policy. Ensures Memorial Hermann is adhering to federal and state regulations with regards to Internal Revenue Code 501r and other financial assistance programs and meet internal and compliance requirements.
• Provides direct oversight of Eligibility Vendors to secure financial sponsorship for patients through Medicaid, SSI, Cobra and other governmental assistance programs. Collaborates with Patient Access and Financial Counseling Leadership Teams to ensure timely screening of patients to maximize qualification for federal and state programs.
• Provides direct oversight of Cash Management in excess of $7 Billion annually, which includes cash posting, cash reconciliation, and refunds. Collaborates with Finance and Government Reporting for general ledger reconciliation.
• Designs and implements a strategic Vendor Management program to effectively manage outsourced accounts receivable to improve cash flow and income statement improvement from revenue cycle operations.
• Drives operations in a manner such that results are achieved while ensuring inclusion and engagement of team members and partners. Effectively manages complex issues/processes applying good judgment and relationship management skills to realize strategic, financial, and operational goals.
• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann's service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.
• Other duties as assigned.