Director Revenue Management

Welcome to the largest health ecosystem in Colorado and western Kansas. Welcome to living your mission among thousands of people on fire to live theirs too. Welcome to options, possibilities and values that guide exceptional care. Welcome to extremely important industry challenges and opportunities to solve complex problems. Welcome to highly intelligent teams, overflowing community and the wholeness of mind, body and spirit that is Centura Health.

You have a purpose, unique talents and NOW is the time to embrace it, live it and put it to work. At Centura Health, we value incredible people with incredible skills but your commitment to a greater cause is something we value even more. The Corporate Director of Customer Service and Training is responsible for managing and driving execution of the overall customer care experience for both hospital and physician services at Centura Health. Using both qualitative and quantitative approaches to meet the needs of internal and external customers, this position will create an overall focus on building an environment of strong employee engagement with a passion for providing exceptional service to our customers.

This role is responsible for the day-today management of the Revenue Management Support Services including: call center, self-pay vendor oversight, patient refunds, Cash Operations, as well as the coordination of all Revenue Management internal training (RM New Hire Orientation, RM system training, RM New Leader Orientation). This position manages 2 managers and approximately 100 FTEs.

Specific job duties include oversight of call center operations, assessments of representatives inbound and outbound phone calls and/or correspondence and system note lines, observing performance, techniques, and application of guidelines and procedures. Provides coaching, advice and guidance based on audit findings and delivers performance feedback as needed. Develops additional training that might be required to enhance service, productivity and quality. Ensures service standards are maintained and acts as a Centura ambassador to elevate the customer experience. Provides feedback to system executives on trends, vendor performance, and is the point of contact for all escalated complaints for resolution. Oversight of self-pay and cash operations, including vendor oversight.

Coordinates training within Revenue Management to ensure a foundation in RM policies and procedures, job aides, websites, systems, supplies, as well as leadership skills. This position will conduct or arrange for ongoing technical training and personal development classes for staff and leaders. Confer with management to identify training needs and develop training based on processes, changes and other factors.

In addition to bringing your whole self to the workplace each day, qualified candidates will need the following:

• Bachelor Degree or equivalent work experience is required.
• Master's Degree is highly preferred.
• CPA is highly preferred.
• Excellent communication and managerial abilities.
• Strong aptitude and proven experience in working with all levels of management.
• Operational exposure to revenue cycle operations and/or payer community is a must.
• Ability to be entrepreneurial; always searching for creative and innovative solutions.
• Excellent knowledge of healthcare financial models and key operational indicators.

When people and places align, incredible things happen. Just like the 21,000+ amazing associates who work here, every community within Centura Healths connected ecosystem has its own unique history, story and personality.

Centura Health is headquartered in Centennial, CO, with additional business office locations throughout the Denver Tech Center. The Corporate Service Center is home to our leaders and centralized teams that support our hospitals, clinics and people including marketing, human resources, employee benefits, finance, billing, talent acquisition/development, payor relations, IT, project management, community benefit and more. Whether you work in the corporate headquarters or one of our nearby offices, youll experience a culture of collaboration and community where incredible people are doing incredible things every day.