Director of Financial Counseling

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration. 

As the Financial Counseling Director, you will oversee financial counseling operations across multiple states and facilities to deliver high quality uninsured patient experiences and exceptional conversion results. A successful candidate will partner with a team of leaders to develop innovative process changes and drive standardization of process across financial counseling operations in R1. This candidate will be expected to exhibit understanding of multi-state Medicaid eligibility and enrollment processes and utilize that expertise to install effective and cost-efficient uninsured patient screening and enrollment protocols. 

Additionally, this role will be responsible for closely monitoring team performance metrics and will be directly accountable for meeting performance targets while supporting the development and performance of all team members. The Financial Counselor Director also must regularly conduct coverage entitlement analyses and manage staffing and overtime accordingly to meet budget commitments. 

This is a home-based role requiring travel as necessary to successfully support financial counseling staff and to meet client needs.

Here’s what you will experience working as a Financial Counseling Director:

Leadership

• Supervise, lead, and manage staff in accordance with organizational principals and local leadership philosophies.
• Advise Financial Counseling Managers and Supervisors in the recruiting, hiring, and onboarding activities of new associates.
• Encourage team members to expand their knowledge base by taking on stretch opportunities and encourage willingness to perform duties outside of their day-to-day responsibilities.
• Lead regular 1:1 meetings with direct reports to progress initiatives, connect on opportunities, and provide mentorship.
• Lead regular “skip level” meetings with supervisors to connect on opportunities and provide mentorship.
• Install and monitor regular onsite leadership rounding schedules and expectations, including quality measurement of staff to patient interactions and coaching.
• Monitor employee engagement regularly; develop and deploy improvement strategies with Managers .
• Conduct regular staffing entitlement analyses to calibrate staffing to coverage needed.
• Cascade staffing strategy to managers and supervisors for feedback and execution.
• Monitor and manage overtime usage and productive hours versus scheduled hours to minimize cost.
• Develop and deploy innovative cost-effective staffing strategies.
• Implement employee growth tracking system to ensure consistency and appropriateness of associate advancement.
• Create and install engagement report-out system to staff to drive transparency and accountability to results.

Operational Evolution

• Continually evaluate process and procedures and partner with other National Financial Counseling leaders to create, pilot, and install best in class uninsured patient screenings and conversion activities.
• Ensure appropriate Medicaid and other Funding Source eligibility, enrollment, and documentation requirements for acute hospital accounts are integrated into all protocols across the market.
• Evolve R1 Financial Counseling operational scoping to align with best in class patient satisfaction and conversion to reimbursement ROI.
• Conduct extensive analyses on ROI improvement opportunities and implement strategies to change behavior that capitalize on those opportunities.
• Simultaneously lead and execute large-scale initiatives across market with timely accomplishment of deliverables.
• Create sophisticated ROI modeling to support operational decisions.
• Develop and implement technology solutions, including proposal of new tools and optimization of existing tools.
• Monitor market atmosphere and regulatory changes for impact or opportunity in R1 financial counseling and adjust operational strategies accordingly.

Collaboration

• Collaborate cross-functionally with other R1 departments, including but not limited to operations, compliance/legal, product, and technology support, to remove process roadblocks and improve process cost-efficiency and/or metric performance.
• Partner with executive level client leaders to align on initiatives and ensure customer success and satisfaction.
• Manage client expectations with exceptional communication and diplomacy skill.
• Create connection across teams by encouraging collaborative work and fostering a mutually-accountable environment.

Performance

• Monitor Financial Counseling team performance to assure that performance targets are met and applicable guidelines and policies are being followed.
• Perform in-depth analysis of performance and productivity metrics to identify root causes of defects and areas of opportunity.
• Strategize action plans to address defects and opportunities and delegate ownership as needed to team.
• Build and maintain standard performance reporting expectations, structures, and frequencies and cascade to direct reports for execution.

Other Responsibilities

• Onsite travel as needed in order to engage teams and drive performance.
• Perform all other duties and projects as assigned.

Required Skills:

• Bachelors degree with demonstrated academic achievement
• 5+ Years of leadership experience within healthcare operations
• Ability to dive deep into details and personally drive results in complex and challenging environments
• Ability to self-start, continually learn, and proactively take on new challenges
• Exceptional oral and written communication skills
• Exceptional analytical skills
• Excellent computer skills (internet, email, MS Powerpoint, MS Excel, MS Word)
• Excellent customer service skills exhibiting patience, empathy, and compassion
• Ability to prioritize, multi-task, and work in a fast-paced environment.
• Flexible schedule to support business needs
• Strong leadership skills; must act as a role model and mentor to team members
• Ability to establish oneself as a peer with a positive attitude and a trusted partner for our clients

Desired Skills:

• 2 or more years of experience with Medicaid eligibility and application process.
• Strong and broad understanding of Revenue Cycle Operations within a Hospital setting
• Understanding of complex Excel analyses, formulas, and formatting. This includes mathematical / analytical aptitude.
• Exceptional organizational skills to systematically develop and drive strategic initiatives.

The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up. On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package.

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.

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To learn more, visit: R1RCM.com

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