The Assistant Vice President (AVP) Client Relations is responsible for serving as the internal Shared Service Center (SSC) liaison for a defined set of Parallon Revenue Cycle client facilities. The AVP of Client Relations will provide oversight and coordinate operations at the SSC for all client related front office and back office processes; interprets policies and recommends policy or process changes to the SSC executive team to ensure compliance with the client company policies. The AVP will serve as the first point of contact for their clients and will be responsible for all client communication, management / review of performance, and the overall client relationship health for their assigned facilities, and in coordination with the corporate Client Relationship Management (CRM) AVPs who manage the client relationship at the corporate level. This position will coordinate the resolution of any issues, policy or process changes, and education between the SSC, the client, and Corporate CRM as appropriate.
Transitional Duties (included but not limited to):
Direct and manage transition and business continuity of facility back-end processes from facilities to SSC
Participation on Client Transitions/Implementation Team to begin establishing relationship with client personnel and generally assist and support implementation activities
Train and equip Patient Access to new processes and/or policies
Participate similarly in the process for facilities that are divested or otherwise disengaging from full service revenue cycle services; be fully involved in directing the transition to run down services
Participate similarly in the process for system conversion or upgrade projects for assigned facilities; ensure training and transition support occurs for Patient Access and all facility-based revenue cycle stakeholders
Duties (included but not limited to):
Assume a lead role for innovation, knowledge sharing and leading practices identification within the SSC and among peer group
Develop/ adhere to specific objectives and performance standards as defined by client and by Corporate CRM in each area of responsibility
Coordinate with Facility Chief Financial Officers (CFO), Division Boards of Directors (BOD), or other client management on process initiatives such as Accounts Receivable (AR) aging, denial management and self pay collections / patient experience improvement.
Act as a liaison for Facility CFO's during month-end close.
Assist Facility CFO's in understanding back-office metrics, tools, and reports. Facilitate the monthly onsite meeting to review the Monthly Operating Report (MOR). Monitor AR aging and identify process issues/improvements in areas such as billing, collections, overall vendor performance, collection agency, and payment compliance.
Monitor bad debt and identify process issues/improvements in areas such as registration, upfront collections, Medicaid eligibility, Health Information Management (HIM), and Case Management. Monitor cash flow to ensure achievement of client goals as well as closely manage to Service Level Agreement (SLA) requirements as appropriate for each facility.
Provide weekly and monthly reports as requested by client
Coordinate and promote implementation and monitoring of standard masterfiles, processes, reporting and education programs
Oversee hospital-based Patient Financial Services (PFS) Directors and coordinate initiatives across facilities to ensure standardization and sharing of best practices
Provide relevant guidance for hospital-based PFS Directors, Facility Directors and other SSC Directors to resolve internal and external issues
Review Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in SSC Service Level Agreements
Inform SSC Chief Operating Office (COO) and CFO of any significant issues in the Patient Access and Back Office areas (e.g., Pre-registration delays, pre-authorization backlogs, cash posting backlogs, cash delays etc.) and monitor progress to resolution.
Proactively plan for succession in key positions and lead the planning for coverage when vacancies occur (utilize float pools where applicable) to eliminate negative impact to facilities experiencing vacancies. Participate in candidate identification and consideration when filling open positions. Lead the process for onboarding new PFS directors at assigned facilities.
Perform staff reviews and prepare performance documents for direct reports
Participate in monthly all client AVP CRM conference calls with Corporate CRM; provide facility updates on rotational basis and highlight key challenges and/or successes in an effort to share best practices across AVPs and clients. Attend calls to obtain latest information on corporate initiatives and provide appropriate updates back to SSC.
KNOWLEDGE, SKILLS & ABILITIES
Technical Expertise Understanding of healthcare including functional knowledge of healthcare terms and accounts receivable processes
Bachelor's Degree in Business or Health Care related field (note: requirement may be waived for candidates transitioned from new clients).
Equivalent work experience may substitute degree requirement
Master's Degree Preferred (MHA or MBA) or CPA preferred
Minimum ten years' experience in Revenue Cycle Operations in a hospital setting preferred
Multi-hospital or Centralized Business Office Setting preferred