Responsibilities

Job Summary: The Director of Operations - ACO Business Office is responsible to develop, implement, and enhance the suite of centralized services offered to ACO participants, both internally to UHS ACOs and externally to ACO management clients. The Director of Operations will work collaboratively with the ACO Sr. Director and the ACO clients to identify opportunities for centralized services, create customized solutions, source personnel and system resources to support these services, and manage the performance of the business office providing accountability over service excellence and productivity.

The initial priorities of this role will focus on Chronic Care Management services and an outreach call center. Future service lines will include coding and billing education, referral management, Remote Patient Monitoring services, and other services as needed. The primary expectation of this role is to provide administrative and operational leadership to the teams performing each service. This is a business-oriented position managing a team of multi-disciplinary staff across varying levels of experience to deliver administrative services. The intended clientele or recipient of these services will be Primary Care Provider offices currently participating in ACO programs.

Our goal is to develop an ACO business office providing advanced and comprehensive services to Primary Care Provider practices, assisting the clients in developing and executing on value-based care initiatives within their offices. We are committed to supporting physicians in the pursuit of value-based care and providing resources to offset the administrative burden that comes with Pay-For-Performance programs. As we collaborate with our clients to solve for business needs, the providers and their staff are able to repurpose that time spent now with their patients, increasing preventive care services.

As a key contributor toward this goal, the Director of Operation - ACO Business Office serves a pivotal role in developing these service lines, optimizing the support team, and managing the success of the various programs through intentional accountability and reporting. The ideal candidate brings experience, knowledge and leadership skills to our innovative team. The individual will need to be a strong communicator, personally driven, highly organized, and operationally focused with a customer-first mentality as we continue to grow and scale the team. The right person for this position will contribute to the creation and refinement of an administrative support model while helping advance value-based care efforts and improve the patient and provider experience.

Qualifications

Duties & Responsibilities:

• Provide accountability over all business office development and functionality.
• Create and keep updated all business office policies and procedures and communicate with internal and external customers.
• Participate in quality process improvement initiatives designed to enhance the patient experience or improve workflow efficiencies for staff.
• Detailed working knowledge of medical terminology
• Detailed working knowledge of healthcare technologies (EMR, Scheduling, etc.)
• Create output reports, monitor productivity volumes and trends, and report data to leadership.
• Manage department resources as required to support customer demands.
• Develop a supervisory structure to sustain the daily functioning of the department.
• Oversee all hiring, training and supervision of staff.
• Create a training program with a focus on a positive customer experience.
• Develop department goals and ensure the team meets or exceeds all targets and goals with a focus on customer service and the creation of a positive patient experience.
• Set goals for and monitor daily, weekly, and monthly performance in productivity and quality dashboards across our clients and service lines.
• Develop and implement employee engagement strategies which result in high team morale.
• Directly handle all escalated customer queries and complaints.
• Review business office technology and make improvement recommendations.
• Assist and contribute to business development efforts to increase customer base.

Qualifications & Requirements:

• Bachelor's degree or equivalent work history.
• 7 years of experience managing health care business office functions including revenue cycle.
• Minimum of 5 years of supervisory experience
• Minimum of 5 years of customer service experience
• 3 years of experience supervising a call center
• 2 years of experience in Chronic Care Management
• Excellent communication and team leadership
• Proven ability to develop and execute on programs and processes
• Strong technological inclination
• Strong analytical problem solving