Patient Financial Experience Director

3 weeks ago

New York, New York, United States HSS Full time

Hospital for Special Surgery is seeking a Manager of Patient Financial Experience to lead day-to-day operations, striving for maximum reimbursement of care and reducing financial barriers for patients through efficient management of assigned operational areas which may include prior-authorization, insurance verification, financial assistance and pre/post service collections.

In this role, you will partner with administrative and clinical leadership to increase patient access by ensuring operational excellence, team performance, and patient satisfaction.

Key Responsibilities:

  • Lead operations through effective management of assigned work queues and dashboards, ensuring efficient patient access to surgical, diagnostic and/or infusion services across multiple locations.
  • Identify potential denial trends and partner with service line and administrative support leadership to establish root cause and implement plans to address identified issues.
  • Collaborate with external vendors to enhance operational efficiency and maintain compliance as needed for assigned revenue cycle areas.
  • Conducts administrative and supervisory tasks, such as time and performance management, creation and management of work plans, and provides coaching to the team.
  • Create and maintain a positive environment that provides an exceptional patient and provider office experience during interactions with our authorization team.
  • Monitor daily productivity and quality, deliver timely performance discussions on a consistent basis, fostering a culture of continuous improvement and ensuring the team is meeting personal and departmental targets.
  • Manage project schedules, team assignments, and third-party deliverables, ensuring adherence to contractual obligations and scope of work documents.
  • Implement and refine workflows to improve and streamline processes, improving patient and provider experiences.

Qualifications:

  • Bachelor's degree in Healthcare Administration, Business Administration, or related field.
  • Minimum 2 years of demonstrated experience leading and inspiring teams committed to providing the highest level of customer service and quality.
  • Familiarity with health insurance and medical terminology.
  • Familiarity with healthcare information systems, such as Epic, and proficiency in MS Office Suite.
  • Superior oral, written and non-verbal communication skills; ability to forge and maintain strong professional relationships.
  • Ability to lead meetings, prioritize issues, resolve conflicts, manage project plan and communicate with all levels of the organization.
  • Ability to proactively identify issues and implement solutions.

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