Revenue Manager

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Duke Health Integrated Practice

Duke Health Integrated Practice comprises more than 110 primary and specialty outpatient clinics, extending the reach of the Duke Health mission across the state of North Carolina.

JOB SUMMARY

Reporting to the Senior Revenue Manager, the revenue manager coordinates activities performed by the staff responsible for charge capture, coding, charge entry, insurance follow up, reimbursement analysis, or other PRMO function within the assigned clinical area. Monitor performance for staff responsible for appointment scheduling, registration, clinic check-in, and clinic collections. Develop and prepare/utilize reports to track financial and operational performance across the entire spectrum of the revenue cycle for assigned clinical area. Review and recommend changes/updates to the departments charge master(s) to maintain fees at levels that maximize reimbursement. Review and recommend changes to department's charge capture documents to facilitate accurate and comprehensive billing in compliance with annual CPT/HCPCS and ICD-10 updates. Identify revenue cycle problems, research/analyze data to resolve issues, identify and select alternatives to address outstanding issues, and implement solutions for improvement. Work with financial analyst, physicians, and administrative leadership to educate and train providers and staff about coding and other outstanding revenue cycle issues. Act as a liaison to management and staff in the designated clinical area, Patient Revenue Management Organization (PRMO), Duke University Health System (DUHS), Duke Health Integrated Practice, and third-party payers on revenue cycle activities for assigned areas. Continuously research, monitor, provide education and implement payer regulations and guidelines related to revenue management activities of the assigned clinical area. Coordinate revenue management orientation and educational activities of clinical personnel including providers and staff about coding and other outstanding revenue cycle issues. Develop and utilize management models to monitor productivity and quality of staff performance. Train, direct, and coordinate activities of assigned financial analyst /or other employees. Perform other related duties incidental to the work described herein.

The Revenue Manager serves as a liaison among PRMO, Operational Owners and Maestro Care Clinical/Billing analysts to assist in the design, development, maintenance, training and evaluation for assigned Maestro Care clinical and business systems to support the revenue cycle. This position will be primarily responsible for design/re-design of workflow, working with Maestro Care Build teams, testing, and validating of application functionality specifically related to charge capture/billing. This position will coordinate all revenue cycle issues that arise for their application area and must be very knowledgeable of DUHS/PRMO policies, procedures, and business operations.

JOB DUTIES AND RESPONSIBILITIES

Revenue Management

1. Manage revenue cycle-related inquiries
   
   
   
   1. Serve as Point Person/Service Line Resource (Liaison)
   2. Respond, research and resolve revenue cycle-related inquiries pertaining to assigned MC applications
   3. Manage assigned Service Now tickets
   
   
   
   
2. Specialize & manage revenue cycle functions and Epic Systems applications
   
   
   
   1. Serve as EPIC System knowledge source for charge capture functions (charge capture, reconciliation, and corrections for procedures, medications, and supplies as appropriate) with specific applications (interface b/w Maestro & PRMO claims processing needs)
   2. Provide training on charge capture, reconciliation, and correction as needed
   3. Resolve accounts in assigned Charge Router, Charge Review. Claim Edit, and Follow-Up WQs
   
   
   
   
3. Monitor & manage from key performance indicators
   
   
   
   1. Utilize standard reports and/or develop new reports to track revenue cycle performance for assigned applications clinical services. Areas of focus will include denial rates, avoidable write-off, and full transaction write-offs; deleted charges. Will also perform ad hoc analyses as requested, e.g., high-dollar drug reimbursement; service/program/code specific reimbursement; actual charge to budget charge variance
   2. Review key metrics from scheduling to billing & collections, in collaboration with PRMO Managers
   3. Identify issues through ongoing monitoring of departmental metrics and/or through routine meetings with key operational managers within PRMO to facilitate communication.
   
   
   
   
4. Monitor & manage reimbursement changes
   
   
   
   1. Continuously research and monitor payer regulations; provide education to operational areas as applicable; coordinate with PDC revenue managers to educate physicians; facilitated implementation of modifications to revenue cycle functions to meet changing payer requirements/regulations, e.g., new authorization requirements; changes in billing/claims requirements; LCDs.
   2. Monitor payer regulations & coordinate strategies through Bulletin Review and other resources
   
   
   
   

Revenue Cycle Leadership

1. Facilitate revenue cycle collaboration and strategic planning activities
   
   
   
   1. Serve as Duke Revenue Cycle Management & Integration lead for assigned areas to coordinate activities (reduce redundancies) and keep senior leadership informed
   2. Participate in routine meetings with CFOs, AVP, Reimbursement Revenue Accounting to provide updates on current revenue cycle issues/priorities
   3. Providing service line specific strategic planning/priorities to PRMO leadership through Revenue Manager Councils/Operations Meetings
   
   
   
   
2. Coordinate and chair revenue-oriented workgroup activities and meeting
   
   
   
   1. Share operational changes to/from PRMO to hospital and physician practice
   2. Develop or participate in focused workgroups to address topics such as registration, billing & collections, coding and charge capture, Maestro Care applications
   3. Facilitate discussions and strategies to address operational issues
   4. Escalate issues as needed
   
   
   
   
3. Manage communications among PRMO, hospitals, and physician practices
   
   
   
   1. Managing communications between PRMO and Hospital Operational Owners and Providers
   2. Organize and lead workgroups to routinely meet with Operations regarding PRMO function, issues, trends, etc., affecting revenue cycle performance
   3. Actively participate in service line specific strategic planning around revenue cycle prioritization and planning
   
   
   
   
4. Arrange revenue cycle training activities
   
   
   
   1. Coordinate training for non-charge capture revenue cycle topics as needed
   2. Facilitate Revenue Manager training around work/skills or career development topics (e.g., Report writing, Branding & Marketing, Communications, Project Management, Onboarding, Compliance/Regulation Interpretation, HL7 interfaces; how WQ logic works)
   
   
   
   

Project Management

1. Manage revenue and/or compliance requests
   
   
   
   1. Manage request-based Revenue Enhancement and/or Compliance process improvement Projects (e.g., New, Modified, and Discontinued Services Request Management, including new services and locations
   2. Manage routine-based: Annual CPT Updates: coordinate, working with Health System Operations Managers in assigned applications: DUHS Revenue Management and PRMO CDM Team, Hospital Finance, and PDC Revenue Managers; including Annual review of charges and DEPs
   3. Investigate and manage revenue opportunities identified through reporting and analysis
   
   
   
   
2. Develop and manage action plans & timelines
   
   
   
   1. Perform root cause analysis and provide expert and creative solutions. Actions to be taken to achieve resolution include:
   2. Assemble cross-functional team within PRMO (if applicable), Develop Revenue cycle[1]related project plan, maintain comprehensive issues lists with time lines and responsibilities clearly assigned, escalate issues through PRMO Senior Operational Leaders that require significant cross-departmental resources.
   3. Assist in the development of re-engineered best practice workflow processes and identify system optimization that improves revenue cycle performance
   4. Work with revenue management, department, and PRMO operational managers to ensure newly implemented workflows and procedures support revenue cycle integrity e. Coordinate all Maestro Care revenue-cycle related system set-up/modifications necessary to bring up new services. Manager to completion. Specific functions include but not limited to:
   
   
   
   
3. Identify and recruit appropriate resources
   
   
   
   1. Work with Maestro Care trainers and administrative leadership (operations, medical directors, etc.) to educate and train providers and staff about new services; specifically charge capture and their role related to revenue cycle
   2. Work with PRMO/Maestro Care professional and/or technical billing teams to determine need for/request updates to charge router logic; charge review logic/work queue definition; claim logic
   3. Immediately after go-live of new services, validate revenue cycle functions operating as expected: confirming accurate billing; monitoring specific patient examples for denials/payments.
   4. Notify other PRMO operational areas of new service so they can determine what, if any changes are required, e.g., provider enrollment; service access/pre-registration
   5. Example subjects:
      
      
      
      1. Master File creation record creation/updates: billing provider record (SER), department Record (DEP) bill area record (BIL), and charge codes (EAP)
      2. New charge code creation (as applicable) - assist department operational manager in determining if new charges codes are needed (department manager submits request)
      3. Charge capture methodology validation/updates - specific tasks dependent on charge capture method employed: update charging preference lists; work with Maestro Care application owner to update flowsheets; create/update orderable; confirm linked chargeable; work with PRMO coding Staff to ensure awareness of new services/charge codes;
      
      
      
      
   
   
   
   
4. Develop creative solutions
   
   
   
   1. Utilize knowledge in revenue cycle and system applications to investigate root causes of problems, and guide process to fix issues
   2. Lead multi-disciplinary teams in brainstorming activities to develop sustainable solutions to emergent and long-standing problems
   
   
   
   

Epic Systems Advisory

1. Specialize & manage revenue cycle functions and Epic Systems applications
   
   
   
   1. Must be able to investigate charge and claim information, and navigate information systems
   
   
   
   

JOB ELIGIBILITY REQUIREMENTS

• Bachelors degree required. Masters degree preferred.
• At least 6+ years of relevant Healthcare Care experience preferably in Charge Integrity/Revenue Management is required.
• Coding certification (e.g. CCS, CPC, RHIA, RHIT), HFMA CHFP (Certified Healthcare Professional), CRCR (Certified Revenue Cycle Representative), or BSN RN preferred.