Client Relations AVP
Shared Services - Houston - Houston, TX

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This position will serve as the internal 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 and the overall client relationship health. This position will coordinate the resolution of any issues, policy or process changes, and education between the SSC and the client.

      TRANSITION DUTIES INCLUDE BUT ARE NOT LIMITED TO:
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      Participation on Implementation Team to begin establishing relationship with client personnel and generally assist and support implementation activities.
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      Manage transition and business continuity of facility back-end processes and employees from facilities to SSC as applicable.
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      Train and equip Patient Access to new processes and/or policies.
      OPERATIONAL DUTIES INCLUDE BUT ARE NOT LIMITED TO:
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      Assume a lead role for innovation, knowledge sharing and leading practices identification within the SSC and among peer group
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      Develop/ adhere to specific objectives and performance standards as defined by client in each area of responsibility
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      Coordinate with Facility CFOs, Division BODs, or other client management on process initiatives such as AR aging, denial management and self pay improvement.
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      Act as a liaison for Facility CFO’s during month-end close.
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      Assist Facility CFO’s in understanding back-office metrics, tools, and reports.
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      Monitor AR aging and identify process issues/improvements in areas such as billing, collections, collection agency, and payment compliance.
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      Monitor bad debt and identify process issues/improvements in areas such as registration, upfront collections, Medicaid eligibility, HIM, and Case Management.
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      Monitor cash flow to ensure achievement of client goals
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      Provide weekly and monthly reports as requested by client.
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      Coordinate and promote implementation and monitoring of standard masterfiles, processes, reporting and education programs
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      Oversee hospital-based Patient Financial Services Directors and coordinate initiatives across facilities to ensure standardization and sharing of best practices
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      Provide relevant guidance for hospital-based PFS Directors, Facility Directors and other SSC Directors to resolve internal and external issues
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      Review Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in SSC Service Level Agreements
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      Inform SSC 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.
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      Perform staff reviews and prepare performance documents for direct reports
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      Practice and adhere to the “Code of Conduct” philosophy and “ Mission and Value Statement”
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      Other duties as assigned
      Qualifications
      EDUCATION
      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
      EXPERIENCE
      10 years experience in Revenue Cycle Operations in a hospital setting preferred
      • Multi-hospital or Centralized Business Office Setting preferred
      TRAVEL REQUIREMENTS
      Initial travel upon facility migrations of at least 75%.
      • On-going minimum travel of 1 visit per facility per quarter
      • Other additional travel may be required during implementation of new technology or facility turnover

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