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The Director of Revenue Cycle Customer Service leads all patient-facing aspects of Inova Health System's financial services by ensuring clients receive excellent customer service as they interact with staff throughout our Revenue Cycle. Oversees the Call Center and strategic use of technologies to support patient communication and collection efforts. Transforms the delivery of departments as a key member of a Revenue Cycle leadership team dedicated to evolving with the changing healthcare marketplace and resulting complex contracting strategies that impact our patients. Works closely with other revenue functional areas including Patient Access, Hospital and Physician Billing, Cash Posting, Reimbursement, Payer Contracting, Utilization Management, and Coding.
Job Responsibilities
- Oversees customer service, self-pay collections, financial assistance/charity, patient payment plans, and bad debt collections.
- Ensures a continuous focus on patient experience throughout all aspects of the Revenue Cycle.
- Manages and improves workforce, processes, policies/procedures, and technologies to ensure that they are developing, building, and complying with clearly defined/effective revenue management approaches.
- Takes ownership of optimal collections, financial yield, cost of collection, and accounts receivable management.
- Provides regular reports to the Senior Director, Revenue Cycle leadership, and other members of Inova Health System's leadership team.
- Contributes to strategic transformation to improve performance through the development of processes, policies, procedures, and technologies in conjunction with EMR upgrades.
- Works closely with hospital leadership and other Finance leaders to address local and system-wide Revenue Cycle opportunities.
- Represents departments to all levels of executive leadership and garners appreciation for Revenue Cycle from non-finance functions including the operational departments at each Inova hospital.
- Oversees assigned department or functional area to ensure it is performing effectively, which may include but is not limited to, preparing and implementing business strategy to achieve the organization's goals, ensuring legal compliance, communicating and collaborating with stakeholders, managing employment decisions and contributions of supporting team members, and managing departmental budget and fiscal success.
Minimum Requirements
Experience - Five years of progressive leadership in customer collections, call center, or equivalent experience
Education - Bachelor's degree or eight years of equivalent experience.
As a recipient of federal financial assistance, Inova Health System (“Inova”) does not exclude, deny benefits to, or otherwise discriminate against any person on the basis of race, color, national origin, sex, sexual orientation, disability, or age in admission to, participation in, or receipt of the services or benefits under any of its programs or activities, whether carried out by Inova directly or through a contractor or any other entity with which Inova arranges to carry out its programs and activities.
This policy is in accordance with the provisions of Title VI of the Civil Rights Act of 1964, Section 504 of the Rehabilitation Act of 1973, the Age Discrimination Act of 1975, Section 1557 of the Affordable Care Act, and regulations of the U.S. Department of Health and Human Services issued pursuant to these statutes at 45 C.F.R. Parts 80, 84, 91 and 92, respectively.