JOB SUMMARY

The Manager of Centralized Business Operations provides leadership and strategic direction for Centralized Clinic Business Operations teams. This position oversees the day to day operations of the Centralized Scheduling call center and Patient Financial Services teams. The Patient Scheduling team is responsible for centralized scheduling, pre-registration of scheduled patients including verification of benefits, notification of out-of-pocket liability estimates, and financial agreements. The Manager of Centralized Business Operations will also oversee the Patient Financial Services team which is responsible for check-in of pre-registered patients, registration for walk-in patients, point-of-service collections and customer service for patients arriving at our PCMH locations. The Manager of Centralized Business Operations works in partnership with the Director of Claims Administration and Director of Eligibility and Enrollment in the formulation and implementation of strategies for patients to access services.

This position works to appropriately integrate operations, facilitate best practices, achieve efficiencies, and align with CBI’s strategic plan while maintaining quality and customer service standards and ensuring the department is operating under CBI’s policies and procedures.

The Manager of Centralized Business Operations is responsible for making sure that all patient/client data is accurate and kept secure and will also ensure HIPAA compliance. The Manager of Centralized Business Operations originates, implements, and leads department objectives that will provide an employee-oriented, customer service focused, high performance culture that emphasizes empowerment, quality, productivity and standards, goal attainment, and the recruitment and ongoing development of a superior workforce. 

This role requires an individual with strong analytical and problem-solving and metadata skills. The ideal candidate will be a self-starter comfortable with ambiguity, with strong attention to detail, and an ability to work in a fast-paced environment.

ESSENTIAL JOB DUTIES OR RESPONSIBILITIES

• Directs all billing functions for the Patient Centralized Scheduling and Patient Financial Services teams while ensuring we are providing excellent customer service to our patients.
• Plans, develops, and implements projects, strategies, processes, and technology to continuously improve and manage the Centralized Clinic Business Operations department.
• Collects, organizes, analyzes and disseminates significant amounts of information from various data sources with attention to detail and accuracy, including timeliness.
• Develop, implement, and monitor department quality and production goals.
• Develops and maintains department dashboards and distributes reports to the appropriate audience. This includes department KPIs and reports, staff productivity, and quality reports, etc.
• Provides data driven insights and actionable information to drive improvement, increase efficiency, and implement best practices in centralized operations 
• Monitors key performance indicators and escalates issues to senior management as appropriate.
• Reports on daily operational statistics as requested by leadership.
• Assists in the development and implementation of policies, priorities, and procedures relating to billing and collections.
• Develops staff that can analyze and recommend ongoing improvements to processes, procedures, scheduling, financial services and reports.
• Motivates and leads high-performing teams.
• Interdepartmental collaboration to achieve business objectives and implement strategies to improve overall outcomes.
• Works closely with Clinical teams to ensure consistency with patient care.
• Analyzes and resolves barriers that affect patient care, both inside and outside of the agency.
• Develops and maintains appropriate internal controls.
• Audit current procedures to monitor and improve efficiency of billing and collections operations.
• Review and interpret operational data to assess need for procedural revisions and enhancements; participate in the design and implementation of specific systems to enhance scheduling, monitoring and operating efficiency.
• Keep up to date with carrier benefit changes and distribute the information within the practice.
• Maintain a working knowledge of all health information management issues such as HIPAA and all health regulations.
• Conducts performance evaluations, recommends salary increases and initiates appropriate disciplinary action when required.
• Staffs and maintains adequate levels of personnel according to the staffing plan.

• Perform other miscellaneous job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has supervisory responsibilities.

MINIMUM EDUCATION & EXPERIENCE REQUIRED

• Bachelor’s Degree in Business Administration, Accounting or Finance, and / or 5-7 years leadership experience and 5-10 years related experience specific to behavioral health

operations, or equivalent combination of education, training, and experience

LICENSES, CERTIFICATIONS, CREDENTIALS, REGISTRATIONS

• Valid AZ Driver’s License in good standing

OTHER SKILLS AND KNOWLEDGE REQUIRED

• Serves as a member of the billing leadership team; experienced leader and financial executive with appropriate industry experience
• Participates in key decisions pertaining to strategic initiatives, operating model, and operational execution
• Energetic, forward-thinking and creative individual with high ethical standards and an appropriate professional image
• Strategic visionary with sound technical skills, analytical ability, good judgment and strong operational focus
• Well-organized and self-directed with a team player approach
• Intelligent and articulate in relating to people at all levels of an organization with excellent communication skills
• Trustworthy with willingness to share information and to serve as a mentor
• Excellent negotiation skills with experience in billing
• Decisive with a big picture perspective as well as versed in systems
• Able to read, analyze, and interpret the most complex documents
• Able to respond effectively to the most sensitive inquiries and complaints
• Able to make effective and persuasive speeches and presentations on controversial or complex topics

COMPLEXITY AND SCOPE OF POSITION

This is a management position. Demonstrates expertise in a variety of field’s concepts, practices, and procedures; relies on extensive experience and judgment to plan and accomplish goals; performs a variety of tasks; leads and directs the work of others; a wide degree of creativity and latitude is expected.

PERFORMANCE METRICS:

First 90 days

• Implements a successful patient scheduling call center within the first quarter

• Implements a new phone system complete with call center functionality, monitoring and tracking
• Implements a collection process to monitor benefit changes and balances due by patients

Ongoing performance Metrics:

• Average speed of answer: 5 seconds
• Abandonment rate: <10%
• 100% of overflow and after hour calls/messages are returned within 1 business day
• 85% of requests for services are scheduled during call
• 90% follow up completed on no shows
• 20% decrease in no show rate
• 90% follow up on canceled appointments
• 90% completion of appointment reminders
• 20% increase in show rate
• 50% increase in patient responsibility collections
• 90% retention of AHCCCS coverage (AHCCCS renewals)
• 100% AHCCCS eligibility screening for NTXIX members
• 10% increase in patient portal enrollment
• Appointment time is within 72 hours of request

WORK ENVIRONMENT/CONDITIONS AND PHYSICAL REQUIREMENTS