Director Patient Pay & Payment Applications Hybrid/Troy

The Director Patient Pay Services and Payment Applications is responsible for the effective functioning of the patient billing, collection, and payment application processes for Henry Ford Health Corporate Business Office (CBO). This director is responsible for billing and collection of all facility and professional services across Henry Ford Health. Henry Ford Health is a multi-facility integrated healthcare delivery system, including inpatient and outpatient hospital services and outpatient clinics, which include over 3,000 employed physicians. This position leads through sharing knowledge, motivation and empowerment of the patient pay and payment application services teams to provide high quality services, which meet or exceed customer expectations. Through collaboration with members of the team and revenue cycle leadership, identifies departmental and business unit priorities, establishes goals and implements strategies designed to foster a culture of innovation, employee engagement, patient satisfaction, and exceptional business performance.

PRINCIPLE DUTIES AND RESPONSIBILITIES:
* Responsible for the policies and procedures to effectively manage the patient billing cycle that includes but not limited to:
o Timely and accurate generation of patient statements and communications, including both paper and paperless statements, and
other digital notifications, and ensuring communication is complete in a manner that promotes a positive lasting impression and experience for our patients.
o The collection of patient balances for all hospital and employed physicians, including coordination and management of patient payment plans, and collection agency vendors, and other vendors as needed.
o Development and reporting of various metrics related to patient pay, including patient pay collection and patient satisfaction metrics.
o Managing the Central Pricing Department which handles patient balance estimation for both insured and uninsured patients.
o Coordination of process improvement with customer service department which handles customer inquiries related to billing and collection
o Coordination of process improvements with front-end leadership to the financial counseling process provided to patients prior to scheduling of services, including collection of patient balances for certain patient populations.
* Responsible for the policies and procedures to effectively manage the payment applications and credit balance resolution that includes but not limited to:
o Timely and accurate cash posting to appropriately relieve account receivables balances.
o Timely and accurate reporting and reconciliation of all cash processed through the CBO.
o Development and reporting of various metrics related to payment applications, and outstanding cash

Manages multiple vendor relationships utilizing structured mechanisms for performance monitoring and evaluation.
* Responsible for development and deployment of staff productivity and quality standards and monitoring performance against standards.
* Maintains revenue cycle accountability to the business units.
* Prepares annual budget and manages expenses and staffing levels.
* Recruit and develop leaders, to build a culture for high performance and engaged workforce.
* Responsible for the continued integration and management of consistent processes, policies, and technology.

Maximizes the use of automation and implements proper surveillance to ensure accuracy and effectiveness.
* Demonstrates belief in the mission of Henry Ford Health through the ability to articulate, interpret, and incorporate its mission into departmental goals and objectives.
* Supports the standards set forth in the Henry Ford Health Code of Conducts by creating an atmosphere of commitment to legal and ethical standards.
* Establishes priorities and long and short-term strategic goals of the department with the assistance of the management team. Ensures staff is aligned with the goals and objectives related to Revenue Cycle for the organization.
* Ensures that information systems support the current and future needs of the department. Works closely with information technology in transition planning including, but not limited to, testing, installation and education of staff to produce and maintain high quality data integrity.
* Responsible for maintaining regulatory compliance with external agencies and state and federal regulations. Ensures staff is kept informed and educated on process and regulatory changes.
* Works with risk management, legal counsel, compliance office, administrative staff, key departments, providers and committees to ensure that the organization maintains appropriate compliance including privacy, security and confidentiality
policies, procedures, forms, coding, information notices, and materials which reflect current organizational practices and regulatory requirements.
* Is the guiding force behind the identification, establishment and maintenance of quality improvement activities related to patient pay services. Promotes the principles of quality improvement and utilizes the results of quality improvement activities to identify areas where change would benefit the team and its customers.
* Works with appropriate System and revenue cycle leadership, ensures patient pay services representation and participation in appropriate external
collaboration, think tanks, benchmarking groups, best practices, other initiatives at the local, state, and national levels.