Operations Director

JOB SUMMARY

This position has leadership responsibility of multiple teams. The primary purpose of the Director is to execute efficient and cost effective methods towards accounts receivable resolution for our client base. Comprehensive duties include leveraging technology and talent to ensure client service level agreements (SLAs) and organization performance metrics are consistently met. Additionally, provide both vision and voice towards the overall direction of the department and associated teams. The Director must have the ability to manage both personnel and workflows that support department efficiency, facilitate meetings with business stakeholders and implement and maintain 'best practice' revenue cycle management approaches. A demonstrated leader with effective strengths in team development, goal setting, strategic planning and problem resolution is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Leads a large department of multiple teams
• Manages outstanding accounts receivable and monitors key performance indicators including but not limited to days in AR, aging, collection rates and denial resolution to ensure client service level agreements and organization performance metrics are consistently met
• Establishes goals, expectations and clear measurements to achieve optimal business results
• Authors written policies and procedures as changes and/or new procedures are implemented
• Produces Visio diagrams to visually demonstrate department workflows that support the written policies and procedures
• Analyzes data to trend and benchmark metrics for process and performance improvement
• Formulates strategic, actionable plans to achieve department objectives
• Introduces methodologies and process redesign to maintain quality service
• Keeps abreast of all federal, state and local regulations related to billing procedures, ensuring appropriate HIPAA and compliance guidelines are met
• Recruits and develops a highly skilled, diverse work force through interviewing, training, monitoring, auditing, disciplining, coaching and completing performance evaluations
• Conducts consistent internal team meetings to discuss accounts receivable performance and strategy
• Participates in external meetings with clients and other key business stakeholders including sales, site assessments and vendor demonstrations as needed
• Acts as leadership spokesperson in the absence of the department's Executive Management as needed
• Maintains strong relationships with client base, providing prompt attention to their issues and/or needs
• Presents feedback related to accounts receivable management and process workflows, demonstrating best practice approaches
• Monitors insurance carrier updates by attending conferences, reviewing carrier announcements and list serves. Communicates changes with appropriate parties and initiates updates related to policies/procedures, systems and company education
• Completes other related leadership duties as assigned

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Compliance with Laws, Policies and Procedures: Adheres to company handbook and policies. Demonstrates behavior consistent with Code of Conduct. Adheres to compliance program and guidelines.
• Communicates Effectively: Expresses ideas clearly and succinctly with small or large audiences.  Listens attentively to speaker's message without interruption.  Tailors writing to audience using correct grammar and spelling.
• Develops Self: Seeks opportunities for continuous learning. Modifies behavior in response to feedback. Knows personal strengths and weaknesses and demonstrates ownership for personal development.

• Drives for Results: Delivers high quality work and attains results. Demonstrates personal drive and pushes self and others for results and quality work. Responds appropriately to urgent situations.

• Plans and Organizes Effectively:Prioritizes the importance of tasks and goals. Manages time efficiently in order to accomplish priorities and overcome obstacles. Effectively manages resources and schedules to meet goals. Organizes information so it can be easily found.

• Analyzes Information:Determines information necessary to solve a problem. Avoids getting bogged down in unnecessary detail.  Identifies the root cause of problems.
• Displays Adaptability: Performs well in high pressure or stressful situations.  Works effectively when direction is unclear or rapidly changing.  Demonstrates persistence in the face of obstacles.
• Focus on the Customer/Client: Ensures that clients have a positive experience.  Responds to clients in a timely manner.  Demonstrates tact and empathy when responding to clients.
• Builds Effective Teams:Selects team members effectively.  Fosters an environment of trust among team members. Encourages employees to work together to accomplish goals.
• Empowers Others:Delegates effectively based on skills and workload. Encourages and supports independent decisions. Provides Employees with necessary information and resources.
• Holds Others Accountable:Establishes clear expectations for employees and team. Follows-up with Employees to ensure deadlines are met. Provides feedback that is timely, clear, and honest. Identifies and manages unacceptable performance.
• Manages Conflict:Does not avoid conflict situations. Effectively conveys a difference of opinion. Resolves conflict in a constructive manner.
• Motivates Others:Inspires others to work toward goals. Modifies motivational approach based on the individual. Recognizes individual accomplishments and team successes.
• Thinks Strategically:Considers the long-term impact when making decisions. Weighs fiscal responsibility when making decisions.
• Makes Sound Decisions: Generates multiple solutions to problems. Evaluates the benefits and risks of alternatives. Uses sound judgment to select a course of action. Makes decisions in the face of uncertainty.
• Provides Vision: Determines a vision and mission for the team. Communicates the impact of employee's work on team success. Provides clear direction and priorities for the team
• Influences Others:Gains respect and support from employees and management. Persuasively sells ideas and plans. Influences the decisions of peers and management.
• Advanced knowledge with Microsoft Office applications (Outlook, Excel, Word, Power Point, Visio)
• Ability to work effectively under tight deadlines, high volumes and multiple interruptions

• Strong aptitude with trend analysis and independent decision making

• Excellent communication and interpersonal skills with ability to influence others from diverse backgrounds and orientations

• Proven track record of achieving revenue targets and workflow enhancements

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Bachelor's degree preferred
• Minimum of 10 years healthcare experience with fluent knowledge of revenue cycle
• Minimum of 7 years in a leadership role including staff management, mentorship and development
• Experience working in an organization of size and complexity
• Previous experience with practice management systems preferred; EPIC or GE Centricity experience a plus
• Proven track record of achieving revenue targets and workflow enhancements