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About Duke Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

The Manager, Patient Revenue is an integral part of the revenue cycle, overseeing front-end, inpatient registration-relat ed activities across Duke Health. The manager will support Hospital Service Access with direct oversight of the Admission, Peri-op, and Ambulatory Surgery Center service areas at Duke Hospital.  Responsible for developing, implementing, and managing front-end related revenue cycle policies and procedures, technology, and front-end performance metrics.  Scope includes but is not limited to patient experience, patient identity, admission and emergency department workflows, point-of-service collections, financial care counseling, denial prevention, and internal controls.  Proactively monitor, analyze, and manage reports and all related documents. Ensure the division is integrated with other departmental areas. Responsible for living and modeling Duke's values and demonstrating expected behaviors while contributing to creating a positive patient experience and building a positive work environment. 

Strategic Planning and Process Improvement

·         Responsible for developing a detailed workforce plan with departments that aligns with the overall service access workforce plan.

·         required to collaborate with the director, clinical partners, and PRMO HR in anticipating staffing needs and creating the plan/goal of recruitment and retention to include resource allocation. 

·         Required to collaborate with the Director, Service Access, and Clinical Partners in identifying/recommending industry trends and technological advancements and operationalizing identified changes within clinics. 

·          Responsible for educating overall strategic PRMO strategies and partnering with clinical partners to implement them to ensure a connection across the health system.

·         Implement department-specific strategies. Communicate respectfully and professionally with everyone.  Focus 100% on our patients, their families, and our patients, their families, and our co-workers with eyes, words, and body language.

Internal Business and Quality/Safety

· Provides recommendations on key performance indicators and allocates resources as necessary to fulfill the implementation plan as outlined by the director.

·          Implement technological improvements, identify resources, establish timelines, and manage outcomes.

·          Manages external vendor relationships that support departmental operations.

·         Ensures direct reports are reviewing and reporting on status/performance for their ownership areas. 

·         Monitor the status of metrics/performance and provide summarized status to the director/direct supervisor in all areas of oversight.  Collaborate with the department to develop and implement an action plan for areas needing attention.

·         Expected to tailor compliance requirements and communicate plans to appropriate departments.  Monitor compliance and hold staff accountable.

·         Collaborates with clinical partners to implement customer service performance.  Proactively reach out to internal and external customers, receive feedback, and address concerns.

·          Coordinates/implements an employee engagement plan.  Monitor the supervisor's employee engagement plan and issues.

·         enforces compliance with policies.  Communicate policies and procedures to ensure consistent application of PRMO, DUHS, and DHIP policies and procedures across departments.

·         Ensures behavioral and technical competencies are updated and communicated to your direct reports and supported clinical partners at least annually.

·         Ensures department mid-year and annual performance results are communicated to direct reports and PRMO HR by stated deadlines. Executes the departmental development plan.

·         Interviews for skill sets and makes recommendations based on developmental needs.  Hire appropriately, timely, and complete successful onboarding.

·         Monitors budget performance of vendor contracts in conjunction with PRMO Finance.

·         Responsible for the development and utilization of departmental labor standards and reporting on staffing decisions. Submits LMC requests for assigned staff.

·        Ensures compliance with and consistent application of payroll, time and attendance, and PTO policies and procedures across all departments.

·         Ensures internal controls and process documentation are complete and current.  Communicate internal control thresholds and results and develop action plans to meet targets.

Leadership and Engagement

·         Implements the succession plan in collaboration with the Director.

· Fosters, creates and maintains a respectful and welcoming environment for patients, visitors, and coworkers.

·         Collaborates with the Director to develop an appropriate onboarding curriculum.

·         Responsible for developing and implementing in partnership with the Learning Center, Human Resources, or other training resources, specific learning activities, and training required for business functions.

·         Ensure training curriculum for employees is available and relevant.

·         makes operational and budgetary recommendations. Review and implementation of the approved budget to ensure appropriate use of resources. Understand and communicate monthly budget performance to the director with recommendations to address variances.  Manage purchase decisions/recommendations through the review and understanding of the budget.

·         Responsible for Approving and scheduling OT, temp & floats. Share monthly performance with direct reports and clinical partners. 

Minimum Qualifications

Education

Bachelor's degree required. Master's degree preferred.

Experience

Work requires 5 years of experience in business or other applicable experience. A master's degree in a related field, such as business or health administration, may be substituted for experience on a 1:1 basis.

Degrees, licenses, and certifications

Certifications in patient access or patient accounting are preferred.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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About Duke University Health System

As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.

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