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Director - Cbo Back-end

Malvern, PA, USA | Universal Health Services, Inc.

  • Industry:
    Healthcare - Hospitals
  • Position Type:
  • Functions:
  • Experience:
    10-12 years
Job Description:
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At Independence Physician Management (IPM a subsidiary of UHS Inc.) we are looking for exceptional people who share our vision and values, who share our focus on hard work, enthusiasm, teamwork, loyalty, trust and cooperation. We've embraced these traits and built a team of employees who consistently work to achieve the highest level of service excellence. People are our most valuable resource at IPM as we are committed to providing high quality acute care and behavioral health services to residents of the communities we serve. We are equally committed to offering our employees unlimited opportunity in an environment that encourages professional development.

The Back-End Director, IPM Central Billing Operations (CBO) is responsible for directing and managing back-end revenue cycle of professional billing for IPM Markets as well as any contracted Management Services (MSO) business housed within the CBO. Overall areas of responsibility include, but not limited to, claim submission, payment posting, credit resolution, accounts receivable (A/R) follow up, and patient/customer service. The Back-End Director, IPM CBO works to ensure all components of the billing operation are fully integrated and there are cohesive processes to help minimize/eliminate redundant work efforts, claim resubmissions, and other inefficient work that increases overhead and negatively impacts collections.Acts as a change agent to initiate new and creative tools/software as well as policies and processes to streamline the revenue cycle continuum. Works collaboratively with Front-End revenue cycle to drive consistency in revenue cycle processes while continually managing work efforts for best practice based revenue cycle metrics.Promotes an environment of top quartile customer service for patients contacting the CBO with questions, complaints and requests to remit payment.Leads a diverse staff of billing professionals through individual coaching, engagement, productive communication and accountability.Results driven individual with a superior track record of leadership.  

Develops key performance indicators (KPI) for the Back-End Central Billing Office (CBO) and routinely communicates results throughout the organization.Continually works to improve performance against these KPIs through process improvement, staff productivity, quality, instigating system enhancements and motivating staff to achieve a higher level of performance. 

Develops and implements strategic short term and long term goals that support the business objectives established for IPM.

Initiates written policies and procedures to help drive consistency in process across IPM.Periodically reviews policies to ensure adherence and initiates modifications to address the changing business environment

Represents the CBO at various meetings, committees and other forums and actively promotes best practices to help drive consistency and revenue maximization.

Conducts monthly one on one meeting with direct reports to provide structured time to coach team members, discuss accomplishments and the status of day to day operations.Discuss areas of professional development along with goal tracking/reporting, projects and other pertinent topics.

Works collaboratively with front-end revenue Cycle, and Corporate personnel to improve processes, communicate barriers within the back-end revenue cycle and work toward resolution.Identify opportunities to communicate value added services by the CBO to corporate and help bridge any gaps in perceptions that may exist. 

Demonstrates superior initiative and judgement.Works independently and establishes priorities consistent with IPM leadership.Demonstrates excellent decision making abilities along with customer service.

Performs other duties as assigned 

Job Requirements


Bachelor’s degree preferred but commensurate work experience in progressively responsible administrative/leadership positions will be considered in lieu of an Associate’s Degree.

Work experience:

Experience (10+ years minimum) working in a healthcare (professional) billing, health insurance, call center or equivalent operations work environment.Minimum 4 years of senior leadership experience (Director level) in a revenue cycle setting required.


Healthcare (professional) billing, knowledge of CPT/ICD-10 coding, claim submission requirements and other related industry terminology and practical use.Thorough understanding of the revenue cycle and how the various components work together.Industry knowledge (e.g., CMS, ACA, OIG/Compliance, regulatory expertise required) 


Excellent leadership skills with a proven track record of managing change, initiating workflow changes, system migrations and overall continuous process improvement.Solid writing and verbal skills.Excellent customer service orientation and ability to diffuse stressful situations.Ability to multi-task and manage both technical and administrative needs within his/her team. Strong organizational skills required.Strong computer literacy skills required.

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