Manager, Patient Revenue

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health.

The Manager of PRMO Financial Services is an integral part of the revenue cycle, responsible for the oversight of processes related to patient pricing and financial clearance processes across Duke University Health System. The manager is responsible for developing, implementing, and managing patient financial policies and procedures, technology, and performance metrics. The scope of Financial Services includes, but is not limited to, patient estimates, fixed pricing services, centralized financial counseling in Ambulatory clinics, and screening and coaching of financially at-risk patients. The manager is responsible for living and modeling Duke’s values and demonstrating expected behaviors while contributing to creating a positive patient experience and building a positive work environment.

Strategic Planning and Process Improvement

• Responsible for developing a detailed workforce plan that aligns with the overall service access workforce plan.
• Required to collaborate with the director, clinical partners, and PRMO HR in anticipating staffing needs and create the plan/goal of recruitment and retention to include resource allocation.
• Required to collaborate with the Director, Service Access, and clinical partners in identifying/recommending industry trends and technology advancements, and operationalizing identified changes within clinics.
• Responsible for educating overall strategic PRMO strategies and partnering with clinical partners to implement them to ensure alignment across Health System.
• Implement department specific strategies. Communicate in a respectful and professional manner to everyone. Focus 100% on our patients, their families and our patients, their families and our co-workers with eyes, words and body language.

Internal Business and Quality/Safety

• Provides recommendations on key performance indicators and allocates resources as necessary to fulfill the implementation plan as outlined by the Director.
• Implement technological improvements, identifying resources, establishing a timeline, and managing outcomes.
• Manages external vendor relationships that support departmental operations.
• Ensures direct reports are reviewing and reporting on status/performance for their ownership areas.
• Monitor status of metrics/performance and provide summarized status to the director/direct supervisor in all areas of oversight. Collaborate with the clinic to develop and implement an action plan for the area needing attention.

Expected to tailor compliance requirements and communicate plan to appropriate departments. Monitor compliance and hold staff accountable.
• Implements customer service performance. Proactively reach out to internal/external customers, receive feedback, and address concerns.
• Coordinates/implements an employee engagement plan. Monitor supervisor's employee engagement plan and issues.
• Enforces compliance with policies. Communicates policies and procedures to ensure consistent application of PRMO, DUHS, and DU policies and procedures across departments.
• Ensures behavioral and technical competencies are updated and communicated to your direct reports and supported clinical partners at least annually.
• Ensures department mid-year and annual performance results are communicated to direct reports and PRMO HR by stated deadlines. Executes the departmental development plan.
• Interview for skill set and make recommendations based on departmental needs. Hire appropriately, timely, and complete successful onboarding.
• Monitors budget performance of vendor contracts in conjunction with PRMO Finance.
• Responsible for development and utilization of departmental labor standards and reporting for staffing decisions. Submits LMC requests for assigned staff.
• Ensures compliance with and consistent application of payroll, time and attendance, and PTO policies and procedures across all departments.
• Ensures internal controls and process documentation are complete and current. Communicate internal control thresholds and results and develop an action plan to meet the target. 

Leadership and Engagement

• Implements the succession plan in collaboration with the director.
• Fosters, creates, anmaintainsin a respectful and welcoming environment for patients, visitors, and co-workers.
• Collaborates with the director to develop an appropriate onboarding curriculum.
• Responsible for developing and implementing, in partnership with the Learning Center, Human Resources, or other training resources, specific learning activities and training required for business functions.
• Ensure training curriculum for employees is available and relevant.
• Makes operational and budgetary recommendations. Review and implementation of approved budget to ensure appropriate use of resources. Understand and communicate monthly budget performance to the director with recommendations to address variances. Manage purchase decisions/recommendations through the review and understanding of the budget.
• Responsible for approving and scheduling OT, temps & floats. Share monthly performance with direct reports and clinical partners. 

Required Qualifications at this Level