Director, Customer Service & Self-Pay Collections- PRMO

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

The Director is responsible for the management and oversight of Customer Service, Self-Pay Collections, Executive Inquiry, and Payor Relations, in support of revenue cycle operations provided within the Patient Revenue Management Organization (PRMO) for all Duke Health entities. Responsibilities include planning, directing and assigning work; addressing complaints and resolving problems; proactively managing operational production and quality control efforts; recruitment, hiring, onboarding and performance evaluation of employees; oversight of outsourced vendor performance. 

Duties and Responsibilities of this Level:

A. Plan, direct, and coordinate all activities within Customer Service, Self-Pay Collections, Executive Inquiry, and Payer Relations
?    Maintain full knowledge of departmental operations and act as resident expert on issues affecting department. Ensure policies and procedures for department are updated and executed. Ensure departmental internal controls are established and routinely tested. Ensure compliance with state and federal laws and compliance plans.
?    Identify and communicate overall strategy for departmental improvement. Develop department strategies to meet PRMO and Duke Health goals and performance metrics
?    Ensuring staff compliance with documented and established workflow guidelines and procedures
?    Review productivity and quality monitoring; providing timely and consistent feedback to staff and designated leadership
?    Actively manage entity and vendor relationships. Monitor cost and utilization of any vendor  relationships assigned to department cost centers.
?    Complete monthly trending analysis of issues impacting financial performance and patient      service.
?    Take leadership role in any technology implementations affecting department. Assist in identification of new technologies that will improve performance.
?    Lead the development of policies and procedures, and manage enforcement of such policies and procedures
?    Serve as an internal consultant and revenue cycle champion on patient review and revenue cycle performance issues

B. Serve as part of the overall leadership team of the Patient Revenue Management Organization as  it relates to providing input on the overall strategy and vision for the Revenue Cycle

?    Effectively define goals and objectives for management and staff. Develop trending tools and communication plan for departmental staff related to department customer service measures.
?    Incorporate measurable customer service standards as part of every employee's expected job results. 
?    Identify specific projects or actions that will improve customer service.
?    Develop and promote PRMO strategic vision, mission, and purpose while emphasizing teamwork and results.
?    Strive for excellence in Diversity and Inclusive behaviors. Invest in growth and development of staff by encouraging and modeling behavioral expectations on a daily basis     while continuing to keep Diversity and Inclusion at the forefront.
?    Create and foster a department culture that provides a satisfying and enriching environment in which staff can be. developed and retained. Support the PRMO's Work Culture initiatives to improve reward and recognition programs.
?    Maintain liaison with clinical and departmental staff, and DUHS entities as it relates to Customer Service, Self Pay Collections, and Payor Relations.
?    Develop and achieve Balanced Scorecard goals.
?    Generate entity specific reports relating to department performance, staff performance, and financial performance. Execute appropriate action plans.

C. Administrative functions including: budget development and management, departmental work culture development/maintenance; mentoring, coaching of direct reports
?    Develop and manage departmental budget. Minimize use of temporary labor and overtime
?    Establish and maintain accountability controls for supplies and inventory. Communicate budget results to management staff and train them to assist in budget management. 
?    Assisting in identifying and implementing process improvements to decrease costs and improve service for applicable stakeholders.
?    Ensure provision of education and training to staff.
?    Monitor and provision of information on local, national, and international trends in healthcare delivery.
?    Monitoring and provision of information regarding changes in legislation and accreditation standards.

Education: BA/ BS required. MBA or MHA preferred.

Experience: 10 years progressive management experience in healthcare environment required and/or consulting experience in a healthcare environment is required, of which 5 of those years should be in management of people or projects.

Degrees, Licensure, and/or Certification: N/A

Knowledge, Skills, and Abilities: 

Knowledge of:

?    Principles and practices of Customer Service, Self Pay Collections, and
Payor Relations

?    Federal, state and local regulations governing list area/ department or 
Function

Ability to:
?    Analyze and evaluate work flows, data and information
?    Solve problems within established regulations/standards
?    Develop and install new/revised process or workflows to enhance efficiency and effectiveness
?    Provide leadership and vision for department
?    Work closely with hospital leadership and physicians
Systems:
?    Epic experience preferred
?    MS Office Applications (Word, Excel, PowerPoint, Visio)

All job performance relates to the strategic goals of DUHS and its entities. All DUHS staff  are expected to live Duke's Core Value: Caring for our patients, their loved ones and each other. Demonstrating commitment to excellence, safety, integrity, diversity and teamwork.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.