Director of Business Support Services (BSS)

Job Number 53687
Posted 4/2/2018
Account EMHS
Department Revenue Cycle
Location EMHS - Cumberland Place, Bangor, ME 04401
Schedule Regular Full-time
Shift Day
Hours 8-430
Job Details SUMMARY
Reporting to the VP of Revenue Cycle of Eastern Maine Healthcare Systems, this position is responsible for providing leadership for all activities related to the management of EMHS's Business Support Services (BSS) function. The Director is responsible for planning, directing, and overseeing the performance of the functional areas that report to this position, including Vendor Management, Reporting & Analytics, Education & Quality, IT Systems Support, and Credentialing. The role serves as the leader of EMHS's Business Support Services Department to internal and external organizations, including various vendors, external auditors, and consultants.


General Responsibilities / Duties

· Participate on revenue cycle leadership team meetings providing insights on key operational and financial decisions pertaining to the revenue cycle

· Develop, implement, and manage efficient and effective operational policies, processes and leading practices within business support services (BSS) functions of the revenue cycle which include vendor management, reporting & analytics, education & quality, systems support, credentialing, and other support services

· Implement enterprise-wide projects, as assigned, for realizing process improvement opportunities within business support services

· Set annual goals for business support services key performance indicators and report departmental performance around goals and national benchmarks to the Health System's revenue cycle stakeholders

· Build effective and collaborative work relationships and facilitate productive communication between key revenue cycle stakeholders, including peer leaders of revenue cycle services and other core support departments (e.g., human resources, finance)

· Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example, and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance

· Encourage and support employee decision-making within their scope of responsibilities

· Completes any duties and special assignments as requested

Vendor Management Responsibilities / Duties

· Develop a clear and comprehensive strategy and operational plan to increase the effectiveness and reduce cost and complexity of the Revenue Cycle organization's vendor network, through standardization and increased use of available technology

· Assist in evaluating purchases, contracts and services provided by external vendors to ensure best pricing and effective results (collection agencies, claims/statement vendors, reference tools, software tools, etc.), including continually assessing vendor performance and contracts to maximize value for EMHS

Reporting & Analytics Responsibilities / Duties

· Establish and oversee robust reporting and analytics processes that empower revenue cycle leaders to manage key metrics and glean business insights from readily available visualization tools, such as Tableau

Education & Quality Responsibilities / Duties

· Establish and oversee formal, comprehensive education and quality programs and operational policies designed to improve operational consistency, efficiency, and data accuracy across all Revenue Cycle-related functions

· Develop quality assurance processes to improve accuracy of key revenue cycle functions, including a comprehensive process for conducting formal quality checks, establishing performance expectations with revenue cycle leaders for their staff, and delivering feedback in a productive, educational way

· Develop and deliver training curriculums for key revenue cycle functions, including ongoing educational trainings, technology trainings, and net-new programs that mitigate disruptions when processes, policies, or technologies change

Systems Support Responsibilities / Duties

· Oversee IT system support coordination, operational policies, and processes in support of all functional areas within the Revenue Cycle Organization through technology platforms, such as EHR and electronic workflow enablers

· Participate in various IT-related steering committees for information technology changes which affect the revenue cycle and lead project groups as assigned

Budget Responsibility

· Administer expense budget for department

· Present departmental budget recommendations to VP of Revenue Cycle for approval

· Monitor budget performance and variance explanations

· Optimize vendor relationships as necessary

· Evaluate current and new technology solutions

Authority / Decision Making Level

· Prioritize and organize work within division to meet changing priorities

Supervisory Responsibility

· Direct activities of managers and staff performing Business Support Services

· Provide leadership to direct reports and develop them into strategic thinkers and leaders across the organization

· Manage direct reports, with responsibility for hiring, firing, performance management

· Authorize PEP requests for direct reports

· Approve initiation of disciplinary proceedings for staff, in consultation with Human Resources


· Evaluate, monitor, and assist in developing the priorities and progress of the Revenue Cycle Department

· Provide senior leadership with information regarding receivable and/or departmental performance

· Implements improvements in work process that both improve the efficiency and effectiveness of the revenue cycle

· Lead redesign initiatives and other EMHS-sponsored initiatives as requested

· Design easily understood and impactful managerial reports for wide distribution

· Monitors payer and vendor activities and communications

· Stress attention to detail and designs monitoring tools to ensure accuracy

· Identify opportunities for improved efficiency through better processes and additional automation

· Monitor impact of process-oriented changes on staffing requirements

· Coordinate and collaborate with key functions outside of Business Support Services to ensure strategic alignment with broader organizational goals and objectives

· Serve as an organizational sponsor for implementation of any software applications or technology enablers that improve the overall functionality of Business Support Services

· Function effectively in a Matrix Management environment


· Lead strategically through empowering staff and developing direct reports

· Demonstrate leadership and commitment to staff and colleagues by accepting accountability for outcomes, sharing timely information, building effective relationships and communicating clearly and directly

· Ensure adequate training is being provided to staff to educate on the following skills: current working knowledge of payer requirements; sufficient healthcare knowledge necessary to perform job requirements; knowledge of state, local and federal policy requirements for functions performed; and relevant knowledge of information technologies

· Lead and coordinate ongoing staff evaluation, retention, training and management of policies and procedures

· Manage and oversee staff performance through performance planning, coaching and performance appraisals

· Oversee and ensure two-way communication with BSS staff and Revenue Cycle and hospital leadership


· Develop, implement, and manage efficient and effective operational policies, processes and performance monitoring across all functions of the Revenue Cycle Department

· Ensure Business Support Services staff comply with established policies, processes, and quality assurance programs

· Provide ongoing feedback loop communication to other Revenue Cycle areas

· Coordinate payer trend analysis to ensure optimal processing and reimbursement, identify issues, communicate findings to Revenue Cycle stakeholders, define solutions and initiate resolution

Performance Monitoring

· Measure and report ongoing financial and operational performance of the Revenue Cycle department

· Recognize areas of excellence and oversee the development and implement action plans related to functional areas where performance is not meeting expectations

· Manage/communicate the department dashboard and design action plans as issues are identified within the unit

· Ensure that key performance metrics are met on a monthly basis


Experience & Education

· Education: Bachelor's degree in business, finance, healthcare administration, or closely related field is required. 10 years of direct applicable experience in a similar role in lieu of bachelor's degree will be considered. Master's level degree in related field preferred.

· 6+ years of experience in Revenue Cycle or related Business Support Services or equivalent within a large health system, with at least 3 of those years in a management capacity

· Prior work experience should include a role in a redesign project

· Experienced in using team building to positively influence the work environment

· Excellent written communication, verbal communication, interpersonal, time management and organizational skills

· Self-directed with the ability to work with various stakeholders and teams

· Ability to make quality, independent decisions as well as the ability to collaborate effectively to make decisions with other leaders

· Ability to work effectively and efficiently under tight deadlines and multiple interruptions

· Superior project management, analytical, and problem-solving skills

· A demonstrated ability to use PC based office productivity tools (e.g. Microsoft Outlook, Microsoft Excel) as necessary and PC based financial tools (spreadsheets, data bases, financial planning software and graphics, Microsoft preferred) effectively for analyses and presentations


· Significant understanding of healthcare business and finance principles, with special emphasis on hospital and physician access services

· Strong organizational skills, working effectively in a multi-task environment

· Demonstrated proficiency in written and verbal communication skills

· Demonstrated ability in leadership

· Ability to relate cooperatively and constructively with clients, co-workers, administration, other clinic departments, providers, community agencies, and other health team members

· Ability to work in a fast-paced environment and remain flexible under stressful situations

Equal Opportunity Employment
We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status.