Patient Account Analyst - Operations Improvement

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.

REMOTE POSITION: Monday - Friday (8:00 AM - 5:00 PM)

General Description of the Job Class:

Supports Operations Improvement in issue identification, analysis, testing and implementation of process improvement opportunities to achieve and improve revenue cycle metrics. Most of the Analyst's focus is proactive and independent in nature: reviewing revenue cycle performance data at a macro and micro level to identify outlier results, pull more detailed data to research the underlying issues, formulating operational and system solutions to improve results, and working with leadership to implement recommendations.

Duties and Responsibilities of this Level:

Troubleshoot Operational Issues & Data Analysis - 70%

• Serve as a primary system troubleshooter to issues reported by and questions from across PRMO operations within Epic and 3rd party systems.
• Proactively become familiar with and stay abreast of operational workflows across the revenue cycle
• Investigate issues to determine systematic root cause.
• Utilize Epic SlicerDicer and Tableau reporting tools for data analysis to research issues and identify trends
• Develop recommendations for system fixes, submit designs through ServiceNow for system changes, perform positive and negative testing prior to implementation and post go-live validation.

Monitor System Optimization Opportunities - 20%

• Routinely review Epic development roadmaps and assist in tracking Duke status of implementing
• Proactively attend webinars and forums offered by revenue cycle vendors to learn and stay up to date on system capabilities
• Monitor Epic Pulse dashboards for opportunities

Other - 10%

• Support bi-annual Epic upgrade end-to-end testing efforts as needed.
• Analytical projects as assigned by leadership.
• Perform other related duties incidental to the work described herein.

Required Qualifications at this Level:

Education:

Bachelor's degree in business, healthcare administration, accounting, finance or a related field is required.

Experience:

Minimum of four years of applicable experience.

Previous experience successfully managing complex projects involving multiple stakeholders with a consistent track record of delivering on time, or high quality results preferred.

A Master's degree in a related field can substitute two years of experience on a 1:1 basis.

Degrees, Licensure, and/or Certification: Epic Certification/Proficiency is preferred in a revenue cycle application.

Knowledge, Skills, and Abilities:

Knowledge of:

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  • Core systems and their integration and interfaces (Epic, 3M, Onbase)
  • Revenue Cycle operational workflows
  
  
  
  

Ability to:

• Investigate and analyze information and provide recommended solutions

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  • Perform root cause analysis of system issues/challenges
  • Identify and implement optimization opportunities
  • Ability to effectively manage multiple competing priorities in a fast-paced environment
  • Communicate effectively, both orally and in writing
  • Demonstrate strong interpersonal and communication skills
  • Work effectively with a wide range of constituencies in a diverse community
  • Foster a positive work environment
  • Maintain strict confidentiality of patient medical and financial records, in compliance with federal and state patient privacy legislation
  
  
  
  

Systems:

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  • Epic
  • SSI
  • Availity
  • Onbase
  • 3M