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Patient Financial Experience Coordinator

Company: Yale New Haven Health System
Location: New Haven
Posted on: June 24, 2022

Job Description:

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.The Revenue Cycle Financial Experience Coordinator will foster a culture of patient centered service excellence throughout the revenue cycle while improving the overall patient financial experience. Works directly with the senior leaders at all of the Yale New Health System and affiliates, to assess and communicate performance standards and to create change at all levels of the organization. This position will also be accountable to supporting and managing the organizational needs, as well as the design, implementation and evaluation of programs that facilitate the professional development and continuous learning of all team members. Support and manage the organizational re-design of work flow, evaluate programs, introduce and augment self-service technology to engage patients and initiate research and development of ideas to facilitate a positive patient experience. Tasked with translating the concepts of service excellence, patient experience and patient relations into actionable behaviors, guide a culture focused on both financial outcomes and customer service excellence. Working in partnership with senior leadership and operational teams, the Revenue Cycle Financial Experience Coordinator must successfully navigate highly matrixed, and complex organizational structures to influence and inspire change across the revenue cycle departments.EEO/AA/Disability/Veteran

1.Coordinates initiatives and programs to enhance and continually improve the overall patient financial experience of patients throughout the health system.2.Clearly defines the optimal Patient Financial Experience using a variety of methods to obtain feedback from past, present and future patients. Garner key components of the ideal patient experience from Patient Advisory Council, targeted patient focus groups and surveys to drive changes necessary to achieve cultural transformation throughout the revenue cycle.3.Instills a culture of service excellence, hospitality, ownership and results to the revenue cycle operation:3.1Understands, documents and communicates throughout the organization the shared vision for patient financial experience.4.Utilizes coaching, best practices, and collaboration to improve service excellence throughout the system. Maintains operational knowledge of revenue cycle process necessary to insure patient financial experience programs are relatable.5.Works closely with leadership team and Patient Family Advisory Council to ensure alignment of people, processes, systems and rewards across YNHH Revenue Cycle departments. Promotes opportunities to obtain feedback from patients and staff alike to continually assess programs and progress in attaining a positive patient financial experience.6.Identifies and presents key issues impacting the Patient Financial Experience for leadership teams for discussion and decision making which will include findings, barriers to success and progress toward results.7.Serves as the subject matter expert for service excellence, maintaining an active understanding of current thinking and innovative interventions / programs regarding the patient financial experience both locally, nationally, and how it impacts to the revenue cycle.7.1Monitors national best practice data and patient financial experience trends.8.Coordinates efforts and provides direction, support and technology necessary to develop a team of Patient Financial Advocates as well as others acting as change management specialists throughout the revenue cycle who are focused on improving the entire patient financial experience.9.Works with vendors regarding the patient satisfaction measurement process & works closely with the YNHH system owner for patient satisfaction survey tools.10.Serves as a resource on the Patient Financial Experience, designs materials outlining programs for employees and patients and makes formal presentations to all levels throughout the healthcare system, community and other organizations. Regularly reports progress to senior leadership.

EDUCATION Advanced degree in Nursing, Medicine, Organization Development, Public Health, Health Administration, Business or related field required. EXPERIENCE Five (5) years of related experience with progressive levels of responsibility required. A documented track record of implementing and accomplishing project management, training and customer service improvements in a health care organization or system required. Advanced knowledge of patient satisfaction survey tools, the field of consumer research, and project management. SPECIAL SKILLS Ability to influence workforce. Familiar with process management. Able to lead & facilitate meetings across diverse audiences. Advanced data analysis and interpretation skills are needed to lead the service improvement effort and to create the credibility needed for interaction with revenue cycle leaders. Strong presentation skills.

Keywords: Yale New Haven Health System, New Haven , Patient Financial Experience Coordinator, Accounting, Auditing , New Haven, Connecticut

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