Manager, Revenue Cycle Operations - Financial Counseling Team

R1 RCM Inc. is a leading provider of technology-enabled revenue cycle management services which transform and solve challenges across health systems, hospitals and physician practices. Headquartered in Chicago, R1® is a publicly-traded organization with employees throughout the US and international locations. 

Our mission is to be the one trusted partner to manage revenue, so providers and patients can focus on what matters most. Our priority is to always do what is best for our clients, patients and each other. With our proven and scalable operating model, we complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience. 

The Financial Counseling Manager position will oversee financial counseling operations across multiple states and facilities to deliver high quality uninsured patient experiences and exceptional conversion results. A successful candidate will partner with a team of leaders to vet innovative process changes and drive standardization of process across financial counseling operations in R1. This candidate will be expected to exhibit understanding of multi-state Medicaid eligibility and enrollment processes and utilize that expertise to install effective and cost-efficient uninsured patient screening and enrollment protocols.   

Additionally, this role will be responsible for closely monitoring team performance metrics and will be directly accountable for meeting performance targets while supporting the development and performance of all team members. The Financial Counselor Manager also must manage staffing and overtime according to leadership direction to meet budget commitments.   

This is a home-based role requiring travel to successfully support financial counseling staff and to meet client needs.  

Responsibilities: 

Leadership  

• Supervise, lead, and manage staff in accordance with organizational principals and local leadership philosophies. 

• Responsible for recruiting, hiring, and onboarding activities of new associates. 

• Develop operating guides, job aids, and other training materials as needed.  

• Encourage team members to expand their knowledge base by taking on stretch opportunities and encourage willingness to perform duties outside of their day-to-day responsibilities. 

• Lead regular 1:1 meetings with direct reports to progress initiatives, connect on opportunities, and provide mentorship. 

• Lead regular 1:1 meetings with staff as needed to progress initiatives, address performance, and provide mentorship. 

• Develop content for and lead weekly team meetings with staff including detailed review of financial counseling metrics and holding team members accountable for performance targets.  

• Install, monitor, delegate, and conduct regular onsite leadership rounding, including quality measurement of staff to patient interactions and coaching. 

• Monitor employee engagement regularly; develop and deploy improvement strategies with leadership team. 

• Work in partnership with leadership team to calibrate staffing to coverage needed and service line prioritization 

• Regularly track and report out on employee responsibilities, shift schedules, and Leave coverages 

• Monitor and manage overtime usage and productive hours versus scheduled hours. 

• Drive excellent customer service by demonstrating and coaching associates on methods of going above and beyond to create a great experience for patients. 

Screening & Conversion Activities 

• Manage a team of associates responsible for completing financial screening for uninsured patients and identify financial assistance programs for patients unable to meet their financial obligations. 

• Research Medicaid and other Funding Source eligibility, enrollment, and documentation requirements for acute hospital accounts. 

• Ensure appropriate Medicaid and other Funding Source eligibility, enrollment, and documentation requirements for acute hospital accounts are integrated into all protocols across the market.  

• Monitor Financial Counseling account actions to assure that guidelines and policies are being followed. 

• Evaluate process and procedures and coordinate with the National Financial Counseling leadership team to promote best in class uninsured patient screenings and conversion activities. 

Inter-Department Collaboration  

• Foster cross-functional collaboration between Financial Counseling teams and other departments including but not limited to: technology owners, registration, Case Management, Clinical Staff, Medicaid Vendors, and Family Independence Agencies to assure associates are able to provide patients and families optimal support with completing assistance program applications and determine eligibility and coverage. 

• Create connection across teams by encouraging collaborative work and fostering a mutually-accountable environment. 

• Address escalated at-risk accounts and ensure effective execution for delays of service for any elective, non-urgent admissions, procedures and scheduled diagnostic testing which have not been approved prior to the date of service. 

• Address and resolve high level escalations from internal and external leadership independently.  

Metric-Driven Performance  

• Assess and address individual associate performance deficiencies as needed 

• Monitor Financial Counseling team performance to assure that performance targets are met and applicable guidelines and policies are being followed. 

• Perform in-depth analysis of performance and productivity metrics to identify root causes of defects and areas of opportunity. 

• Strategize action plans to address defects and opportunities and delegate ownership as needed to team. 

Other Responsibilities 

• Onsite travel as needed in order to engage teams and drive performance.  

• Perform all other duties and projects as assigned. 

Required Qualifications: 

• Bachelors degree or equivalent experience. 

• Minimum 2 years of leadership experience within healthcare operations 

• Excellent customer service skills exhibiting patience, empathy, and compassion 

• Excellent oral and written communication skills. 

• Strong computer skills (internet, email, MS Office 365) 

• Ability to prioritize, multi-task and work in a fast-paced, high-volume environment.  

• Flexible schedule to support business needs. 

• Strong leadership skills; must act as a role model and mentor to team members 

• Ability to establish oneself as a peer with a positive attitude and a trusted partner for our clients 

Desired Qualifications: 

• 1 or more years of experience with Medicaid eligibility and application process. 

• Ability to dive deep into details and personally drive results in complex and challenging environments 

• Ability to self-start, continually learn, and proactively take on new challenges 

• Strong organizational skills to systematically develop and drive strategic initiatives.