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Director of Single Billing Office

Company: Houston Methodist
Location: Houston
Posted on: September 17, 2020

Job Description:

Houston Methodist Continuing Care Hospital

701 S Fry Road

Katy, TX 77450

Category: Finance

Job Type: Full-Time

Posted Date: Sept. 10, 2020

Work Shift: DAY

Work Week: M - F Specialized inpatient care for those patients requiring a longer hospital stay

Specialized inpatient care for those patients requiring a longer hospital stay

Outpatient physical and speech therapy

State-of-the-art diagnostic imaging such as X-ray, MRI, CT

Women’s Center with advanced mammography

Job Summary



The SBO Director is responsible for the management and leadership of a team of over 40 employees in the functions supporting processing of patient responsibilities for the Hospital and Physician Organization (PO). Support functions within the SBO include self-pay follow-up, customer service, patient cash applications, vendor management, financial assistance, MyChart inquiries, patient statements, and data exchange processes, specifically the management of coupons, retail cash uploads, and credit card file uploads. The SBO Director will also manage relationships with banking partners and the Treasury to ensure accurate monetary transfers. The SBO Director is responsible for all revenue cycle metrics and measures, including but not limited to the following: self-pay accounts receivable (AR) days, aged self-pay AR, patient cash collections, call abandonment rates, call wait times, bad debt write-offs, staff productivity and work quality, patient credit balances, and overall patient statisfication.




System and department specific ICARE values

INTEGRITY: We are honest and ethical in all we say and do.

COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.

ACCOUNTABILITY: We hold ourselves accountable for all our actions.

RESPECT: We treat every individual as a person of worth, dignity, and value.

EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.


Duties and Responsibilities are cross-referenced to the hospital¿s Pillars of Excellence and will be transferred to the Performance Evaluation.


¿Model leadership presence and behaviors for managers and supervisors to follow

¿Accountable for and model a culture of excellence for the SBO

¿Demonstrate commitment to staff success by providing training, feedback, recognition, development and knowledge sharing.

¿Communicate to staff on a routine basis the status of individual and team key performance metrics and goals.

¿Conduct formal performance reviews and provide feedback to team members. Work with team members to improve, track and develop areas in need of improved performance.

¿Work closely with other Houston Methodist leaders (Hospital & PO Leadership, PO Department Administrators, Physicians, etc.) on cross functional issues, enhancements to business processes, and specific performance measures and outcomes.

¿Demonstrate communication skills in a clear, concise, articulated and professional manner in both verbal and written capacities.


¿Ensure the SBO is appropriately staffed by neither being over or under staffed.

¿Manage vendor performance to ensure contract terms and payment rates are consistently followed and remain relevant. Stay engaged with vendor to maximize collections and quality at a competitive rate.

¿Optimize cash collections by creating, monitoring, and updating work plans, strategies, and solutions toward improved performance trends, bad debt write-offs, and aged AR. Work plans and solutions may involve leading Houston Methodist Revenue Cycle units, including HIM, Patient Access, PO Registration, Case Management, and Financial Counseling across Houston Methodist.

¿Hold managers and staff accountable for maintaining and/or improving key SBO performance metrics including but not limited to the following: patient satisfaction, self-pay collections and self-pay agings, low abandoned call volume and wait times, low unposted and undistributed cash populations.


¿Establish formal quarterly training programs with robust scoring and completion requirements for HIPAA regulations, federal and state collection laws, and soft skills. A score greater than or equal to 95% is evidence for comprehension of training content.

¿Hold staff accountable for meeting and exceeding quality standards and goals with a focus on both the patient experience and stakeholder needs.

¿Create tools, work drivers and thoughtfully leverage automation to increase efficiency and standardization of processes with emphasis on compliance, quality, and stakeholder satisfaction.

¿Facilitate analysis of revenue cycle processes to identify areas for improvement and work with business teams to create new process designs.

¿Create and manage standards for customers of the SBO. These standards may include defined scripts, work routines and critical pathways for unique situations and transactions as well as communication standards for replying to questions and inquiries.

¿Comply with all regulatory agencies governing collections, billing, and customer service activities. Report all violations immediately via the established routes.

¿Lead compliance discussions as required by the organization.

¿Assist leadership in monitoring and tracking related compliance issues business operations.

¿Ensure protection of private health and personal information, including credit card information. Adhere to all HIPAA and PCI compliance regulations.


¿Faciliates a service-oriented and resolution-minded culture.

¿Possess expert knowledge of the cycle of a patient guarantor account, which will include hospital and physician charges.

¿Understand all vendor and technology systems (including Epic) that play a role in the patient experience within the SBO. This includes but is not limited to: Cisco (ACD system), early out vendors, bad debt vendors, Emdeon, MyChart.

¿Develop unit goals that are aligned to the key SBO performance metrics and hold managers accountable for meeting these goals.

¿Uphold service standards for staff to demonstrate Houston Methodist values, ensuring the SBO is delivering a top-tier experience to patients and stakeholders.

¿Provide feedback to units and other areas outside of SBO when process improvements opportunities are identified through customer interactions.

¿Ensure appropriate systems are in place to provide safe, efficient, and customer-oriented service to all internal and external customers.

¿Ensure staff is appropriately equipped with knowledge, instructions, and expectations to successfully meet individual and unit performance expectations and goals. Incorporate advanced training program on soft skills to continuously enhance patient experience.

¿Treat Houston Methodist units and departments as clients and manage relationships by providing regular updates and recommendations regarding operational improvements. Client services will include reporting adverse trends in a timely manner in order to avoid customer dissatisfaction, increased write-offs, and loss of reimbursement or aged AR.

¿Provide assistance and resolution to all customer inquiries on a timely basis.

¿Own management decisions regarding daily operations.

¿Develop trusted partnerships with key executives across in the Hospital and Physician. Organization and work in tandem to achieve goals and identify new opportunities.

¿Demonstrate SERVICE PRIDE standards.

¿Demonstrate and support the Houston Methodist vision, mission and ICARE values statement.


¿Spearhead a continuous training culture that fosters an environment encouraging innovation, continuous improvement, and enhancing patient experience.

¿Continuously seek new and creative technologies that help identify and guide improvement opportunities that align with overall SBO success

¿Accountable for consistency across the Houston Methodist as changes in process, tools, and overall practices are developed, ensuring a focus on continued Houston Methodist integration and stakeholder benefit.

¿Identify and define performance improvement within the Revenue Cycle Team and unit. Measure and monitor for improvement. Create and implement improvement strategy.

¿Create and foster succession planning throughout the SBO team, especially for key and hard to fill positions.

¿Assess and respond to organizational and customer/client needs with innovative programs.

This position description is not intended to be all inclusive, and the employee will also perform other reasonably related business duties as assigned by the immediate supervisor and other management as required. Houston Methodist Hospital reserves the right to revise or change job duties and responsibilities as the need arises.


¿Bachelor degree. A major in Accounting, Finance or other related business field is preferred. CPA or Masters degree will be given preference.


¿10+ years of managerial experience in hospital AR management, with a thorough understanding of hospital computer systems and support processing. This includes personnel management experience with a managing a minimum of 20-30 employees.


None required.


¿Proven track record of management, holding accountability, and driving results.

¿Exceptional public speaking and formal presentation skills.

¿Excellent written communication skills including brevity and grammatically free from error.

¿Excellent verbal communication skills including ¿executive presence¿ (command of voice, body, eye contact, non-words, and brevity) with the intent to influence, inform, sell, or persuade. Must maintain professionalism in the face of a crisis or perceived personal attack.

¿Skill in executing action plans and change management.

¿Ability to develop and manage relationships and lead cross-functional teams within the Revenue Cycle.

¿Assertive while being even-tempered, pleasing personality and the ability to communicate easily with others.

¿Travel to system entitles will be required periodically

Equal Employment Opportunity

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law.

VEVRAA Federal Contractor – priority referral Protected Veterans requested.

Company Profile

Houston Methodist Continuing Care Hospital is the first specialty hospital in the Houston Methodist family. Located in the heart of the Katy community, the facility provides a special menu of services for both inpatient and outpatient care by team members called to serve with excellence and compassion:

Director of Single Billing Office

Houston Methodist Continuing Care Hospital, Katy, TX

Work Shift: DAYWork Week: M - F Specialized inpatient care for those patients requiring a longer hospital staySpecialized inpatient care for those patients requiring a …

Manager of Self Pay Collections & Customer Service

Houston Methodist Continuing Care Hospital, Katy, TX

Work Shift: DAYWork Week: M - F Specialized inpatient care for those patients requiring a longer hospital staySpecialized inpatient care for those patients requiring a …

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Corporate, Houston, TX

Work Shift: DAYWork Week: M - FJob SummaryProcess and maintain charges and payments for Wellness patients for self pay, company pay or insurance pay procedures. …

Houston Methodist is honored to be recognized with two prestigious awards by Press Ganey in 2020: The Pinnacle of Excellence Award and the Guardian of Excellence Award.The Pinnacle of Excellence Award recognizes top-performing healthcare organizations for achieving and maintaining consistently high levels of excellence over three years in patient …

Houston Methodist is honored to be recognized again as the No. 1 Employer in Texas by Forbes and Statista in their second list of “America’s Best Employers by State”. Their partnership is in pursuit of finding companies across the U.S. best liked by employees.This honor is especially meaningful as …

Meet Hannah, a 9-year member of the Houston Methodist family and recently promoted RN III at Houston Methodist Clear Lake Hospital. In this video she highlights our commitment to the ICARE values, our progressive approach in introducing cutting-edge technology, and our industry-leading standards of care. For patients and employees alike, …

Houston Methodist - Our Awards Get Us Noticed, But Our People Make Us Stand Out.

With your support, Houston Methodist provides exceptional research, education and care that is truly leading medicine.

Keywords: Houston Methodist, Houston , Director of Single Billing Office, Other , Houston, Texas

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