Under the direction of the BSWH Vice President of Revenue Cycle Services, the Director Revenue Cycle Patient Experience serves as the internal revenue cycle executive level liaison for (1) identifying and implementing technology that supports a patient-centered revenue cycle, (2) developing metrics to assess and improve revenue cycle patient satisfaction, (3) analyzing processes, social media comments, and patient satisfaction scores/comments to identify and implement training and process improvements that enhance the patient experience.
WHAT IS EXPECTED (Essential Functions):
Develops long-range strategic plans for future state processes and structure that supports a patient-centered revenue cycle across the System.
Identifies and implements technology, processes, and policies that support a patient-centered revenue cycle throughout all revenue cycle functions across the enterprise. Collaborates with the Digital Health Team, as appropriate.
Performs patient experience audits at BSWH hospitals and clinics and uses information to provide targeted feedback as well as develop system-wide policies and processes that improve satisfaction scores and create a "customer for life" experience for patients.
Analyzes Press Ganey patient satisfaction scores related to questions impacted by revenue cycle employees and provides recommendations to revenue cycle leadership. Reviews and trends patient comments in Press Ganey surveys related to registration and billing.
Develops presentations to communicate progress on revenue cycle patient experience activities to senior executives. Draft executive status summaries for various meetings. Document outcomes and track completion of activities.
Participates in revenue cycle implementation activities (go-live calls, lessons learned, implementation summary meetings, etc.) that positively impact the revenue cycle patient experience.
Works closely with BSWH Social Media team to review trends and patient comments concerning billing-related opportunities. Develops action plans to address systemic issues.
Demonstrate understanding of key revenue cycle areas that impact the patient experience - including, but not limited to: insurance verification, pre-registration, financial counseling, billing, collections, and customer service.
Works as a visible and credible change agent with revenue cycle and System leadership to help build a culture that creates a revenue cycle "customer for life" experience for patients.
Establishes focus groups and patient experience councils to solicit feedback (in conjunction with protocols established by Marketing). Develops plans and acts on feedback in timely manner.
Performs other position appropriate duties as required in a competent, professional and courteous manner.
KNOWLEDGE, SKILLS, and ABILITIES:
Strong written and verbal communication skills.
Ability to build strong interpersonal skills with all levels of employees - including executives and front line staff.
Strong understanding of revenue cycle processes and technology.
Strong project management and organizational skills.
Ability to work independently; comfortable with situations and tasks where information and objectives may lack clarity.
Ability to be flexible and adapt to changing priorities and initiatives.
Ability to be resilient during stressful or high stake situations.
Strong analytical skills and ability to draw conclusions from disparate data sets.
This position requires a Bachelors Degree and at least 5 years related experience.
Internal Number: 18011038
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!