JOB TITLE: Manager of Patient Financial Services DEPARTMENT: Patient Financial Services REPORTS TO: Director of Revenue Cycle JOB SUMMARY It is expected that this position serves as a leader to the Patient Financial Services staff, and thus functions in the same capacity as the Revenue Cycle Director. Under the direction of the Revenue Cycle Director, the PFS Manager provides direction and support for staff, promotes staff development and collaboration, and assists staff with customer service when needed. Problem solving and resolution are expected of the PFS Manager at any point in the patient experience when needed. The PFS Manager will conduct himself/herself in a professional manner during each encounter with a patient, staff member, visitor, or any other person who presents for assistance. The PFS Manager will serve as a liaison between the PFS staff and all others, thus exhibiting a leadership quality and attitude. JOB REQUIREMENTS: High School Diploma/GED or equivalent is required. Associate degree or equivalent combination of education and experience is preferred. EXPERIENCE: Five years working experience in a medical facility, demonstrating excellence in his/her work. Customer service experience. SKILLS: Knowledge of procedures and patient flow. Knowledge of medical terminology. Knowledge of medical insurance plans. Knowledge of Billing processes and requirements. The employee will demonstrate the ability to manage time, maintain a safe and clean environment, practice confidentiality, treat all persons with respect and professional courtesy, be a change champion, support the mission and vision of the facility, accept and provide constructive feedback, promote a sense of team and be a team player to all, adhere to the infection control, fire and safety, disaster and hazardous waste policies. Adhere to facility Code of Business Conduct and expectation of personal service excellence. The employee must demonstrate the competencies for position, and adhere to policies and procedures for the department. Maintain skills in effective staff management, training and delegation. Strong computer and keyboarding skills. Demonstrate knowledge and competency in Microsoft Office Suite products including Outlook, Word and Excel, and the ability to use them proficiently. REQUIRED CERTIFICATIONS Certifications from HFMA encouraged. ESSENTIAL FUNCTIONS Under the leadership of the Revenue Cycle Director, the PFS Manager is responsible for managing all aspects of the PFS functions. This includes the following: Direct reporting responsibilities for all staff employees of the Billing/Follow-up, Posting, Patient Access, Customer Service and Pre-Authorization. Supervise staff to support the organization#s mission, vision and core values through education, demonstration, meetings, and results. Assist with staff scheduling as needed. Coordinate with Quality and Revenue Cycle Director to create, implement and enforce written policies and procedures for all processes involved with the PFS job functions. Update all P#P yearly or as an update is needed. Demonstrate outcomes as measured through establishing metrics and patient satisfaction survey as well as ensuring that PFS staff provide consistent and superior customer service. Ensures, coordinates and leads department efforts for up front collections, and works with clinics and other departments on collection efforts and metrics. Performs monthly productivity reporting for all PFS areas. Reports results to the Revenue Cycle Director. Follows up and develops action plan with staff falling outside of predetermined productivity standards. Participates in departmental revenue cycle monitoring, meetings, and data analytics. Assists director and department leaders with trended denial patterns and all other areas of revenue integrity. Ensures and coordinates that all front staff verifies demographic and insurance information via real time eligibility or utilizing the payer website, and notates on patient accounts. Participates in the interview process, and is responsible for onboarding and creating training for the new PFS staff member. Assesses the staffing needs for all areas of the PFS department. Manages and resolves complaints in consultation with the Revenue Cycle Director. Addresses daily concerns with the Revenue Cycle Director regarding workflow, staffing, patient needs, etc. Assesses staffing ratios to ensure the PFS runs efficiently while providing exemplary patient care. Participates in regular scheduled one on one meetings with staff to provide coaching and development through real time feedback, reinforce positive behavior and correct any inappropriate behavior. Responsible for ordering office supplies and equipment as needed, following CRH policies and approval by the Revenue Cycle Director. Directs all billing/follow-up functions, including invoicing all client services accounting and working with all vendors. Ensures reimbursement by all government payers, insurance providers and clients are in compliance with standards and meet the contractual agreements. Provides feedback to vendors on areas of improvement including customer service, patient satisfaction, and revenue integrity issues. Maintains the petty cash fund. Identify and manage areas of improvement within the EMR and participate in meetings to resolve issues including meeting with external parties and consulting with Revenue Cycle Director. Participates in the QI programs. Maximizes office productivity through proficient software applications. Approves A/R adjustments, refunds, and uncompensated care adjustments. Coordinates educational opportunities for PFS staff, and track completion of courses. Maintains current knowledge of government requirements. Seek educational opportunities to stay abreast of changes in healthcare as it pertains to A/R management. Agreeable to travel out of state and overnight when necessary for additional training. May attend meetings in place of Revenue Cycle Director. Assists with annual staff evaluations. SECONDARY FUNCTIONS: Other duties as assigned by the Revenue Cycle Director.