Business Process Consultant - Collections and Customer Service (Remote Position)

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.

About Duke Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's 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.

Duke University Health System - Patient Revenue Management Office (PRMO) seeks to hire a Business Process Consultant who will embrace our mission of Advancing Health Together.

The Business Process Consultant supports revenue cycle processes that span multiple departments, multiple workflows and systems or supports analytic efforts of the revenue cycle through report development, data quality assurance, and analysis. The position also supports business process improvement efforts including projects to enhance automation, quality, and efficiency through report writing, analysis, business case development and data validation

Work Performed

Revenue Process Support, Workflows and Systems

• Develop and maintain written documentation for processes that exist between departments, systems, external vendors and payers.

• Act as a high level business process consultant between operations, performance improvement and IT for needs that cross boundaries.

• Implement processes and practices that can adapt quickly to changing organization, business, and payer demands. The position does not replace normal relationships between various departments but rather acts as a compliment to existing relationships to enhance and expedite performance improvement activities.

• Reviews business process, system or other changes that might impact existing workflows and recommends methods to optimize to desired state and improve efficiency.

• Review system or process architecture in scope of assigned projects.

• Perform business impact reviews of test plans that span across departments, workflows or systems or to assess impact, efficiency and effectiveness.

• Create, optimize and support implementation of processes which link closely to system work flows. Determine how these work flows will impact existing staffing, how to continuously refresh and monitor these flows and recommend optimal change management processes.

• Communicate information clearly and create an environment where people can engage in open dialogue and reach effective solutions together to optimize workflow or process.

• Direct cross-functional teams to resolve complex issues related to automated workflows or other complex processes or lead discussions with the business and operational leaders to analyze reporting needs, configure and model data and develop reports using specialized knowledge of reporting applications and software applications.

Data Reporting and Analysis

• Responsible for creating and managing the financial and operational reports generated on regular and an ad hoc basis using software applications for report writing and data warehousing; provides consultation and assistance to ensure end users and operational reporting needs are met through report development and design.

• Primary liaison to various internal and external user groups within PRMO and Duke in terms of revenue cycle data reporting and analysis.

• Assist PRMO or DHIP Senior leadership, management and staff in analyzing, interpreting, and presenting data and information to various parties both internal and external to DUHS
• Develop and build reporting solutions that monitor and benchmark cost, utilization and other quality and performance indicators; Act as primary support to senior leadership in accessing relevant data necessary to develop strategic and operational business plans, and process improvements.

• Develop business case analysis to support process optimization and change.

• Perform troubleshooting, problem solving activities related to business intelligence reporting as necessary. Analyze data and reports to understand business impact, correlations/discrepancies, and to propose changes/alternate solutions. Work closely with the Information Technology teams to resolve issues, and perform analysis in a timely manner.

Minimum Qualifications

Education

Bachelor's degree required. Master's degree preferred

Experience

Extensive knowledge of work flow and/or system design is required. Minimum of 7 years of experience with system design, process work flow design or business/systems consulting. Revenue cycle experience preferred. Extensive knowledge of analytical tools, business intelligence tools and statistical packages.

Degrees, Licensures, Certifications

Lean or Six Sigma certification a plus but not required.

Knowledge, Skills and Abilities

Strong analytical and communication skills. Strong computer skills to include database analysis. Statistical software experiences a plus.

Level Characteristics

Strong analytical and communication skills. Strong computer skills to include database analysis. Statistical software experiences a plus.