Job Summary: The Manager, Business Operations is responsible for actively managing multiple services across multiple departments that are primarily performed thorough outsourced vendor partners and local branch departments. This position provides management of internal support. Manages the customer service and business office staff to accomplish efficient production and collaboration with these vendor partnerships. Serves as the liaison for these corporate partnerships. Coordinates operations with all departments and health system units. Sets goals and benchmarks for outsourced partners and department staff and monitors regularly. Oversees all hospital discharges and walk-in business. Stays on the forefront of complex industry regulations and rules to maintain compliance. Manages internal and external audits. Coordinates with Saint Francis Health System (SFHS) Financial Aid and Scholarship programs. Monitors and establishes key performance metrics in division specific software programs. Reports to Directors and other management on a regular basis to ensure continuity of order processing and claims management. Works with outsourced pap resupply management on daily basis assuring expedient order processing and delivery of orders as well as customer satisfaction.

Minimum Education: High School Diploma or GED.

Licensure, Registration and/or Certification: None.

Work Experience: Minimum 3 years related experience. 5 years DME operations experience, 3 years Revenue Cycle Management, and Respiratory DME (Non-Clinical) experience, preferred.

Knowledge, Skills, and Abilities: Knowledge of industry state and federal rules and regulations. Proficient knowledge and understanding of third-party payor rules. Working knowledge of Microsoft 365 and other applicable software. Strong presentation skills for multiple types of audiences. Excellent communication skills, both written and verbal that present clear and concise information. Proven ability to lead others, and to function as part of a leadership team. Sound ability to handle escalated billing inquiries, questions or complaints from patients and or insurance companies. Demonstrated ability to manage activities of others, provide feedback, in-depth analysis, and hold others accountable for performance.

Essential Functions and Responsibilities: Manages outsourced vendor partners for maximum performance under contract terms and serves as lead contact for outsourced leadership. Oversees and responsible for setting, monitoring and achieving departmental benchmarks, budget and income targets. Participates in division Process Improvement Plans (PIP) and effectively manages internal and external resources. Ensures departments are appropriately staffed in order to meet set productivity and department performance requirements. Works with SFHS case management and other referrals to quickly and efficiently get patient discharge orders worked and delivered. Provides timely and useful reports including but not limited to: budgeting, payments, performance feedback, productivity, and volume for business offices, customer service departments, and any outsourced partners. Ensures top level customer service and timely response to patients, insurance companies, clinics, physicians, internal and external stakeholders. Provides assistance to patients requiring payments arrangements and/or financial aid. Monitors all patient and insurance refunds, and responsible for facility billing monthly and facility billbacks quarterly. Shows accountability for cash management in business offices i.e. deposits, patient and insurance payments and uploading all corresponding Electronic Remittance Notifications (ERNs) to outsourced partner for cash posting. Directs the activity of others, conducts employee interviews, evaluations and counseling in a timely manner to ensure compliance with HR guidelines. Works with outsourced accounts receivable team to ensure payment on orders delivered

Decision Making: Independent judgment in making decisions from many diversified alternatives that are subject to general review in final stages only.

Working Relationships: Direct supervision of others. Prepares and gives performance evaluations. Works directly with patients and/or customers. Works with internal and/or external customers via telephone or face to face interaction. Works with other healthcare professionals and staff. Works frequently with individuals at Director level or above.

Special Job Dimensions: None.

Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.