As a part of the Tenet and Catholic Health Initiatives family, Conifer Health brings 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities and succeed at the business of healthcare. Conifer Health helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience and improve quality, cost and access to healthcare. Are you ready to be part of our solutions? Welcome to the company that gives you the resources and incentives to redefine healthcare services, with a competitive benefits package and leadership to take your career to the next step!
The Senior Director of Contact & Technology Operations is responsible for the day to day workforce management of all operational Patient self-pay sites & Clients. This includes 15 sub processes including Collections, Customer Care, Support Services, MECS, Patient Access and Inquiry Resolution across an employee population of >500 employees. This leader will be responsible for developing and delivering a multi-year strategic improvement roadmap that leverages state of the art technology and processes resulting in the best Patient experience in the industry. In addition, this leader will be the single accountable leader for all new business integrations. Will require a leader that can lead a large cross functional team across all functions including Operations, Process, Solutions Development, Quality, IT and Analytics. This leadership role will have a specific focus on optimizing our existing technology as well as innovating with new technology that creates a competitive advantage for AR and NCS within the revenue cycle industry. They will interface at all levels of the organization as they deliver on both short term operational targets and drive a well thought out change leadership strategy.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Include the following. Other duties may be assigned.
ï¿½ Responsible for developing and delivering on the National Collection Service lines annual operating plans/goals across four sites, all Conifer Clients and multiple processes (Early out, bad debt and customer service). This includes collections targets tied to cash collected, days aging and bad debt performance, Customer and employee experience targets, expense budget attainment and regulatory and compliance adherence. Key focus on driving our overall contact strategy for all inbound, outbound and offline contacts to maximize our business outcomes. This responsibility expands across AR in to the Patient Access function within MECS and CPAS.
ï¿½ Optimizes existing service delivery and technology to exceed operating goals including Patient Experience, Cash performance and overall efficiency. Accountable for indirect enterprise dependencies including Finance, Analytics, Information management, and Process.
ï¿½ Identifies new technology to enhance our flexibility and meet Patient needs. This includes building an enterprise level strategic vision and strategy delivering a right for me digital/analog contact model that integrates Self Service, Chat, email and phone channels into a seamless ï¿½no restartï¿½ experience across all our operations. Accountable for driving adoption of our new channels across our Patient and Employee base.
ï¿½ Collaborates with all segments of leadership responsible for process design and development, process monitoring, and policy and procedure development. Manages all aspects of change management as it relates to operational processes, driving process metrics, staffing and employee relations, etc.
ï¿½ Partners with NCS, Solutions Development Team and RCM leaders to build a compelling innovative long term vision and roadmap that results in Conifer being the leader in the healthcare industry. With primary responsibilities focused on leading the employee population through the organizational change journey.
ï¿½ Responsible for overall leadership of NCS new business implementations including existing transitions (CHI, Vgrd, DH, SBO, etc.) and future implementations. Includes independently managing all activities across operations, facilities, process, IS, Transition Mgmt. and CISO teams. Establishing and leading NCS governance to enable successful integration of new business including direct Client communication.
ï¿½ Responsible for successful collection of all NCS inventory (~$1B) & overall expense budget oversight of $45m.
SUPERVISORY RESPONSIBILITIES This position carries out supervisory responsibilities in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Direct Reports (titles) 1 Director, 8 business analysts
KNOWLEDGE, SKILLS, ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Advanced knowledge of A/R, collections or Customer Support/Service organizations
Advanced knowledge of technology solutions including CRM, multi-channels, dialer, WFM
Advanced knowledge of forecasting modeling with the ability to coach and develop workforce business analysts
Ability to create an employee and customer focused culture
Talent steward. Able to coach and develop leaders as well as actively manage a talent pipeline
Utilizes process and data to deliver results through a broad geographically dispersed team working multiple processes
Confident analytical skills able to identify trends to identify improvement opportunities on both Customer and Efficiency outcomes
Work independently across multiple priorities
Ability to Communicate at all levels of the organization from front line representatives to executives
Strong change leader
EDUCATION / EXPERIENCE
Include minimum education, technical training, and/or experience required to perform the job.
4-year college degree in Business Administration, Finance, or Health Administration or equivalent experience
+10 years call center/collections workforce management operational leadership experience across multiple locations and vendors
+10 yearsï¿½ experience leading technology change implementations including CRM systems (Seibel, Salesforce.com), multi-channel strategies (Self Service, Chat, phone, etc.)
Continuous improvement or six sigma experience desired
CERTIFICATES, LICENSES, REGISTRATIONS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to work in sitting position, use computer and answer telephone
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Office Work Environment
Job: Conifer Health Solutions
Primary Location: Frisco, Texas
Job Type: Full-time
Shift Type: Days
Employment practices will not be influenced or affected by an applicantâ��s or employeeâ��s race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.
Internal Number: 1905030129
About Conifer Health Solutions
“Tenet Healthcare Corporation is a diversified healthcare services company with 115,000 employees united around a common mission: to help people live happier, healthier lives. Through its subsidiaries, partnerships and joint ventures, including United Surgical Partners International, the Company operates general acute care and specialty hospitals, ambulatory surgery centers, urgent care centers and other outpatient facilities. Tenet's Conifer Health Solutions subsidiary provides technology-enabled performance improvement and health management solutions to hospitals, health systems, integrated delivery networks, physician groups, self-insured organizations and health plans.