Revenue Cycle Performance & Staffing Lead

We have the great privilege of helping patients and families re-build their lives. It's extraordinarily meaningful work and the reason we greet the day with optimism and anticipation. When patients "Ask for Mary," they experience a culture that has been sculpted for more than a century. Our hallmark is to carefully listen to patients and innovatively serve them. This is true of every employee, from support staff and leadership, to clinicians and care providers.

Mary Free Bed is a not-for-profit, nationally accredited rehabilitation hospital serving thousands of children and adults each year through inpatient, outpatient, sub-acute rehabilitation, orthotics and prosthetics and home and community programs. With the most comprehensive rehabilitation services in Michigan and an exclusive focus on rehabilitation, Mary Free Bed physicians, nurses and therapists help our patients achieve outstanding clinical outcomes.The growing Mary Free Bed Network provides patients throughout the state with access to our unique standard of care

Mission Statement

Restoring hope and freedom through rehabilitation.

Employment Value Proposition

At Mary Free Bed, we take pride in our values-based culture:

• Focus on Patient Care. A selfless drive to serve and heal connects all MFB employees.
• Clinical Variety and Challenge. An inter-disciplinary approach and a top team of professionals create ever-changing opportunities and activities.
• Family Culture. We offer the stability of a large organization while nurturing the family/team atmosphere of a small organization.
• Trust in Each Other. Each employee knows that co-workers can be trusted to make the right decision for our family, patients, staff, and community.
• A Proud Tradition. Years of dedicated, quality service to our patients and community have yielded a reputation that fills our employees with pride.

Summary

The Revenue Cycle Performance & Staffing Lead is responsible for coordinating, monitoring, and driving improvement in Revenue Cycle functions including, but not limited to, training, staffing, financial performance, operational efficiency, and patient satisfaction. The person in this role is also responsible for oversite of the onboarding and all training functions of Revenue Cycle staff, maintaining positive relations, providing employee engagement opportunities, administering proper training & coaching, and monitoring of departmental key performance indicators including patient satisfaction, operational efficiency, and departmental budgets.

Essential Job Responsibilities

Leads the performance improvement initiatives with Revenue Cycle Leadership related to staffing, financial performance, operational efficiency, and patient satisfaction.

• Updates and maintains departmental policies, educational standards, standard operating procedures, and reference materials.
• Assists in developing staffing models and monitoring staffing efficiency.
• Acts as a key liaison along with the Revenue Cycle Leadership, Human Resources, Education, Clinical Leads and Professional Services departments.
• Benchmarks industry standards and identify emerging technology to benefit Revenue Cycle performance.

Lead on-boarding & training functions of Outpatient Access Staff:

• Ensures standardized on-boarding and training for new and existing staff.

• Provides and updates training materials for Outpatient Access staff including all Epic training materials and classes and other department resources.
• Ensures completion of new hire staff competencies and annual competencies for existing staff. Provides additional training for staff as needed.
• Travels to existing and new offsite locations to train Revenue Cycle functions as necessary.
• Facilitates customer service and conflict resolution training modules.
• Provides training on MFB and departmental policies and procedures, revenue cycle workflows and documentation.
• Creates a culture that reflects Mary Free Bed's values and enhances accountability and collaboration equally. Facilitate employee engagement initiatives across all Revenue Cyle teams.

Monitor departmental performance including:

• Assists department leaders with performance audits on workflows and employees within the department and consolidate results in meaningful and actionable formats.
• Reviews and analyzes patient satisfaction survey results to continuously improve patient experience and outcomes.
• Monitors, reports and analyzes departmental operating KPIs to enhance operational efficiency and accountability.
• Monitors financial KPIs including departmental budgets, continuing education spend and turnover costs to budget and trends.
• May participate in performance management and disciplinary actions, as appropriate.

Customer Service Responsibilities

Demonstrate excellent customer service and standards of behaviors as well as encourages, coaches, and monitors the same in team members. This individual should consistently promote teamwork and direct communication with co-workers and deal discretely and sensitively with confidential information.

Responsibilities in Quality Improvement

Contribute by identifying problems and seeking solutions. Promote patient/family satisfaction where possible; participates in departmental efforts to monitor and report customer service.

Essential Job Qualifications

• Bachelors Degree in Health/Business/Human Resources or related field or Bachelors Degree and relevant experience managing people, processes and customer experience.
• At least 1 to 3 years in a healthcare related organization or other dynamic staffing and customer service setting.

Preferred Job Qualifications

• Master's degree in related field.
• Lean certification.
• Project management experience/certification.

Physical Requirements for Essential Job Qualification

Levels:

• None (No specific requirements)
• Occasionally (Less than 1/3)
• Frequently (1/3 to 2/3)
• Majority (More than 2/3)

Remain in a stationary position: Majority

Traverse or move around work location: Occasionally

Use keyboard: Majority

Operate or use department specific equipment: None

Ascend/Descend equipment or ladder: None

Position self to accomplish the Essential Functions of the role: _____

Receive and communicate information and ideas for understanding: Majority

Transport, position, and/or exert force:

Up to 10 pounds: None

Up to 25 pounds: None

Up to 50 pounds: None

Up to 75 pounds: None

More than 100 pounds: _____

Other weight: Up to___ pounds _____

Other: _____

Compensation based on experience, starting from $25.40.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Mary Free Bed Rehabilitation Hospital to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Talent Acquisition team at recruitment@maryfreebed.com.

Mary Free Bed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, veteran status, disability or other legally protected characteristic.