GENERAL SUMMARY
Business and Data Analytics Manager is accountable for overseeing and managing all front/back office staff and front/back office operations at multiple locations throughout the Children's Hospital of the King's Daughter's Health System (CHKDHS), as well as providing business data coordination and analysis, administrative and clerical support functions, and other assigned activities for the Therapy department(s). Front/back office operations and business-related activities include, but are not limited to, insurance authorization and verification processes, billing functions and revenue cycle management/reimbursement operations, coding, auditing, patient scheduling, credentialing, clerical work, and other unique department operations and practices. Reports to the Director of Rehabilitation Services.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manages all office staff at multiple locations throughout the region. Travels regularly to each location to perform quality assurance and provide ongoing training and support regarding best practices. Coordinates front/back office staff schedules, hiring, orientation, training, engagement, development, and retention. Assists Quality and Staff Development Manager in support functions for continuing medical education, and in compiling compliance reports.
Conducts annual performance evaluations, and ensures evaluations on all staff are conducted in a timely manner.
Ensures that all steps in the hiring and training process for new staff are carried out, including new hire orientation, staff engagement, retention and staff development, in coordination with the manager and with Human Resources. Manages Everseat super-users and guides department front office staff in training and use of Everseat.
Works closely with Central Registration department to ensure positive collaboration between the departments to ensure efficient patient flow and accurate recording.
Manages inquiries from Patient Financial Services and Revenue Cycle Management team (missing charges, incorrect postings, write-offs, authorization issues, etc.). Manages and updates service area account ledger
Manages point of service collections and revenue cycle management for the department. Covers front/back office duties for office supervisors on paid time off, leave, or that have called out for emergencies. Assists front/back offices with duties as needed (customer volume dependent).
Handles customer service complaints as they relate to front and back office functions.
Maintains confidentiality of information and matters.
Updates department information on KDnet and maintains updated Therapy Services contact lists and schedules. Monitors chkd.org website to ensure department information is accurate.
Responsible for continuous quality improvement to improve front/back office efficiency and customer experience. Manages quality control of the department call lists across all locations. Audits all individual location front office operations for compliance, survey readiness and efficiency of operations to identify process improvements. Compiles data into REDCap system for quality improvement and research projects.
Ensures that adequate supplies are on hand, by ordering (office, clinical, uniforms, brochures, marketing/promotional, etc.)
Compiles statistical data and reports as designated. Responsible for compilation of databases for key performance indicators, quality improvement projects and other assigned projects.
Coordinates with the office staff to manage central referral pool and referrals from outside CHKDHS sources for all Therapy Patients. Acts as patient liaison to schedule patients in appropriate departments. Manages 'dead-end referrals', including recaptured patient scheduling and statistical reports.
Assists Department Manager in strategic planning, new project planning and administration (new locations).
Summarizes workflows and develops standards for department procedures to ensure common systems utilization among staff.
Performs other duties as assigned.
LICENSES AND/OR CERTIFICATIONS
Certifications and/or additional training in business and leadership preferred.
MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
Bachelor's degree in a health-related field and/or 2-5 years of healthcare/management experience.
Requires expert skills in computer software utilization and training of personnel for use.
Must possess ability to interact effectively with a variety of internal and external contacts.
Proven ability to function with a high level of independence in performance of a similar role.
Proven ability to solves problems, make decisions, and to develop systems and processes for successful integration and implementation, utilizing organizational and analytical skills.
Ability to discern when to seek guidance from the department manager for unusual or unanticipated circumstances that require deviation from financial / operational policies and standards of practice.
WORKING CONDITIONS
Normal office environment with little exposure to excessive noise, dust, temperature and the like.
PHYSICAL REQUIREMENTS Click here to view physical requirements. (https://www.chkd.org/uploadedFiles/Documents/Employees/Category A Jobs.pdf)
