The Senior Manager of Access Management, Patient Financial Engagement protects Dana-Farberâ€™s revenue through the development of processes and sound application of technology within the revenue cycle functions of third-party insurance validation, financial counseling and financial engagement prior to service. They interact with Dana-Farber and industry-wide peers on the state, federal and local regulatory level to ensure compliance with third-party payer and regulatory agency requirements. The Senior Manager oversees and assumes responsibility and accountability for the day-to-day operations of managing key aspects of financially clearing patients at Dana-Farber. They will lead the design of our next generation of financial engagement, leveraging staff and technology to reach patients and maximize each patient â€œtouchâ€�.
The Senior Manager tracks and trends performance and productivity of staff, identifying quality and productivity enhancement projects that align with departmental and Institute goals. The Senior Manager is directly involved in implementing new initiatives and performs high-level project scoping, planning, testing, implementation and monitoring, as we further evolve our approach to financially clearing patients for care.
The Senior Manager provides ongoing training and education and assumes responsibility for staffing, problem solving, and leading by example. They participate in preparing the department annual budget and performance goals, as well as, understands time sensitivity.
Responsible for insurance validation and financial counseling functions.
Develops effective standard operating procedures related to communicating with patients and third-party payers, including best practices in financial clearance and documentation.
Maximizes the leverage model and design of our next generation of financial engagement.
Ensures appropriate communications and hand-offs to other Access Management, Revenue Cycle, and Institute departments, including those aligned with upstream and downstream activities.
Fluent in Epic and Epic-aligned department tools / systems, ensuring pursuit of efficiencies and best practices, appropriately participating in the governance and change processes.
Develops team-specific goals which align with the Access Management departmentâ€™s goals and the Institute's overarching principles and goals.
Works collaboratively with Clinical Providers, Clinical Support Managers, Directors, Administrators and Senior Leadership within Dana-Farber as well as outside business partners including BWH, CHB, MGB, satellite aligned hospitals, industry leading cancer centers, third party payers and vendors.
Reviews team-specific workflows with Managers, Supervisors and Coordinators to confirm business objectives are met, assumptions are accurate, limitations are minimized, and enhancement opportunities are identified.
Leads quality improvement projects focused on improving customer satisfaction, staff satisfaction, and achieving departmental performance goals.
Resolves escalated team and department issues by collaborating with appropriate internal and external point persons to initiate and orchestrate valued change.
Conducts regular team meetings for purposes of education, updates and feedback inquiries.
Document work items in progress, final workflows and appropriate policies and procedures.
Maintains knowledge of up and coming industry technology advancements.
Assists with planning and implementing new initiatives.
Ensures new and established staff complete Epic required training and participate in refresher and skill enhancement training as needed.
Monitors staffing resources and ensures adequate coverage for required duties. Establishes work priorities and staff assignments.
Completes staff performance reviews in accordance with Institute's policies and productivity metrics.
Steward of DFCI culture.
Performs other duties as assigned.
Bachelorâ€™s degree required, Masterâ€™s degree preferred with a minimum of 8 years experience. Prior managerial experience, including oversight of a call center, required.
Knowledge of Government sponsored, Commercial and Third-Party Liability Medical Insurance, hospital and/or physician registration operations.
Knowledge of patient registration/scheduling systems and related applications required â€" Epic, NEHEN, Zirmed systems experience preferred.
Supervisory Experience required
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
Supervisory experience in managing large teams, across different functions.
Call center operations management experience.
Epic revenue cycle experience a plus.
Outstanding project management and task prioritization abilities, ability to meet pre-determined deadlines.
Strong analytical problem-solving skills and ability to work with information systems.
Advanced technical skills, as appropriate.
Self-starter with strong team player and leadership abilities to motivate staff and increase productivity.
Excellent customer service and communication skills, both written and verbal.
Ability to supervise, counsel, train and develop staff.
Direct contact with patients as needed, adult and pediatric populations.
Internal Number: 2021-22342
About Dana-Farber Cancer Institute
Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to under-served members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.