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Patient Financial Services Manager of Account Resolution

3 weeks ago

Helsinki, Uusimaa, Finland Shepherd Center Full time

About Shepherd Center 

With five decades of experience, Shepherd Center provides world-class clinical care, research, and family support for people experiencing the most complex conditions, including spinal cord and brain injuries, multi-trauma, traumatic amputations, stroke, multiple sclerosis, and pain. An elite center ranked by U.S. News as one of the nation's top hospitals for rehabilitation, Shepherd Center is also recognized as both Spinal Cord Injury and Traumatic Brain Injury Model Systems. Shepherd is the only rehabilitation facility in the nation with an intensive care unit on-site, allowing us to care for the most complex patients and begin the rehabilitation process sooner. Shepherd Center treats thousands of patients annually with unmatched expertise and unwavering compassion to help them begin again.

Shepherd Center's culture is one of hope, humor, and hard work. You will enjoy career growth, strong relationships with co-workers, strong support from leadership, and fun activities that have kept over 12% of staff members working at Shepherd for more than 20 years.  

The PFS Manager – Account Resolution leads the Account Resolution team, overseeing no response
follow-up, correspondence, denials management, and refunds functions within the Patient Financial
Services department. This role drives strategic initiatives aligned with Epic system workflows and industry
best practices, including Healthcare Financial Management Association (HFMA) and Medical Group
Management Association (MGMA) standards. The Manager is responsible for optimizing team performance
and operational workflows to ensure staff are fully utilized and patient financial services processes are
efficient, accurate, and compliant. This leadership position collaborates across departments to foster an
engaging work environment and enhance overall patient, family, and staff experience. The Manager
collaborates with internal teams and payors to optimize revenue cycle performance and support
organizational financial goals.

The PFS Manager of Account Resolution performs several duties to ensure the proper functioning of the Account Resolution team.

• Leads strategy and performance tracking for the daily operations of no response follow-up, 
correspondence, denials management, and refunds teams

• Oversees Epic system optimization strategy for Hospital Billing (HB) and Professional Billing (PB) Resolute workflows

• Ensure timely and thorough follow-up of open accounts receivable balances

• Manage denials workflows, and root cause analysis to reduce future denials working with related stakeholders for implementation

• Ensure account balances are reviewed thoroughly to support the accurate processing of refunds

• Develops policies, procedures, and training programs to support onboarding and continuous process improvement

• Collaborates with Revenue Cycle teams and other operational stakeholders to ensure seamless patient flow and account management


• Supports the design, implementation, and monitoring of denial management reporting and dashboards

• Monitors KPIs including but not limited to, system-wide cash posting and cost-to-collect performance attributed to Patient Financial Services as well as accounts receivable balance 
greater than 180 days, denials trends, and days credit balance 

• Supervise correspondence processes ensuring notices are addressed in a timely manner

• Collaborate with IT and Epic teams to resolve account balances, denials and refund processing system issues

• Examine current processes to identify process improvement opportunities

• Train and mentor staff, conduct performance evaluations, and support professional development

• Ensure compliance with regulatory requirements and internal policies

Required Minimum Education:

• Bachelor's degree in Healthcare Administration, Business, or related field

• In lieu of degree, a minimum of 5 years of progressive experience in revenue cycle operations or
payor performance measurement may be considered
 

Required Minimum Certification:

• No certifications required; HFMA CRCR or CPAR preferred

• Epic HB and or PB Resolute certification preferred
 

Required Minimum Skills:

• Strong leadership and organizational skills with the ability to manage human resources and patient 
financial services operations

• Strong working knowledge of healthcare access workflows, payer requirements (Medicare, 
Medicaid, Managed Care, Workers' Compensation, and charity funding), and Revenue Cycle 
terminology

• Proficiency in healthcare systems (Epic preferred), Microsoft 365; familiarity with data warehouse, 
reporting and analytics a plus

• Working knowledge of CPT, HCPCS, and ICD-10 coding standards to support admission 
compliance
 

Physical Demands:

• Sedentary work involves sitting most of the time but may involve walking or standing for brief 
periods of time or exerting up to 15 pounds of force occasionally or a negligible amount of force 
frequently to lift, carry, push, pull, or otherwise move objects, including the human body

Working Conditions:

• This is an onsite role based at Shepherd Center; occasional flexibility may be granted to attend to 
personal matters, with prior approval and in alignment with departmental needs.

• No potential for exposure to blood and body fluids