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Munson Healthcare Patient Financial Services Manager in Traverse City, Michigan


The Manager of Patient Financial Services (PFS) is directly responsible for the daily oversight of operational processes and workflows specific to hospital billing, cash posting, and/or customer service across Munson Healthcare hospitals. The manager is responsible for managing PFS staff to achieve expected productivity and quality goals.

This position is responsible for aligning processes and performance with the broader revenue cycle goals and Munson Healthcare objectives and assists in the development and evolution of the overall strategy for Munson Healthcare billing operations. The manager assists the PFS System Director with planning, service commitment, budgets and internal quality assessments and controls.

The manager serves as a key promoter of PFS operations and actively participates in building positive working relationships with other Revenue Cycle departments, clinical providers and practice staff. The manager acts as a resource for all Munson Healthcare on issues related to hospital billing.

Travel to system facilities for work and meetings is an expected, routine occurrence.


Bachelor’s Degree in Health Information Management, Health Care Systems Administration, Finance, or Business related field is required. Consideration may be given to candidates with an Associate’s Degree in a Healthcare, Finance, or Business related field with 10 or more years’ extensive, applicable experience.

Current standing as a Certified Healthcare Finance Professional (CHFP) or Certified Revenue Cycle Representative (CRCR) preferred.

A minimum of 5 years supervisory or leadership experience is required.

A comprehensive knowledge and understanding of the revenue cycle, with particular emphasis on facility billing is required. A working knowledge of revenue cycle practices for professional services is highly desirable.

Demonstrated knowledge of National Uniform Billing Committee (NUBC) requirements, Inpatient Prospective Payment System (IPPS) guidelines and Outpatient Prospective Payment System (OPPS) guidelines required.

Demonstrated strong problem-solving skills with ability to manage cross-functional resolutions against a deadline is required.

Demonstrated ability in effective communication, motivational and interpersonal relationship skills is required. Proven ability in written and oral communication is required. Demonstrated comprehensive quality customer service experience preferred.

Previous experience in creating, providing or facilitating meeting and/or training presentations is required.

Must be able to demonstrate good judgment, be self-motivated and well organized.

Demonstrated ability to prioritize key tasks and work in a complex, stressful environment is required. Must be able to simultaneously manage multiple projects and staff.


The manager reports directly to the System Director of Patient Financial Services.

The manager directly supervises the Billing, Cash Posting, and/or Customer Service Educators, Coordinators and Specialists in addition to Billing Representatives, Cash Posters, and/or Customer Service Representatives.

This position has frequent contact with Revenue Cycle Directors and Managers as well as other Clinical Leaders across all Munson Healthcare system hospitals.


No direct clinical contact with patients


  • Supports the Mission, Vision and Values of Munson Healthcare.

  • Embraces and supports the Performance Improvement philosophy of Munson Healthcare.

  • Promotes personal and patient safety.

  • Promotes employee satisfaction.

  • Uses effective customer service/interpersonal skills at all times.

  • Adheres to established National Uniform Billing Committee and other payer specific guidelines when developing and implementing billing policy and procedures.

  • Develops and implements goals, objectives and productivity targets incorporating strategic imperatives. Reviews, reports on progress, and revises as necessary.

  • Keeps current on reimbursement and billing issues as well as implementing the changes in the hospital’s current practices. Acquires and maintains thorough knowledge of federal and state legislative and administrative action affecting reimbursement; disseminates acquired knowledge to Revenue Cycle team.

  • Establishes and monitors auditing and billing office policies to ensure maximum reimbursement. Recommends, and implements policies and procedures as needed to maximize reimbursement for all services rendered in compliance with established third party guidelines.

  • Establishes and implements controls to ensure accurate, timely, and appropriate submission, billing, and payment cycles.

  • Hires employees, manages human resource utilization and supports staff development.

  • Approves bi-weekly payroll records and maintains electronic attendance records on personnel.

  • Maintains personal knowledge of MHC personnel policies and administers these fairly and uniformly. Ensures evaluation of performance of all staff on going on a timely basis and recommends appropriate action. Utilizes progressive corrective action according to policy.

  • Works in collaboration with the System Educator to assess staff continuing education needs and plans to assist staff in meeting those needs. Plans, facilitates, and documents appropriate orientation and competency programs.

  • Develops and maintains up-to-date and standardized regional departmental policies and procedures and provides accurate interpretation to correct problems and enhance optimal efficiency.

  • Interprets the priority of work activities and assigns responsibility accordingly. Independent judgement is exercised.

  • Acts as a regional resource and active leader in solving moderate to complex problems related to hospital billing process.

  • Identifies and tracks key barriers and process defects and takes action for sustained resolutions, utilizing appropriate process improvement techniques.

  • Coordinates with the internal quality team to review, determine the root cause(s), and remediate quality issues; ensures implementation of performance improvement plans to ensure compliance with all applicable standards.

  • Participates in the development of the annual operating budget. Is accountable for maintaining the integrity of the budget, utilizing resources appropriately and reporting variances. Maintains an adequate budget with no greater than a +/- 2% variance.

  • Conducts ongoing PFS Leadership team meetings and huddles.

  • Attends and/or presents at Senior Leadership and/or other management meetings as necessary or upon request.

  • Participation and service on various committees including but not limited to the System Patient Account Adjustment Committee, PFS Patient Account Adjustment Committee, and PFS/HIM/UM Collaboration Team.

  • Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of the latest trends.

  • Performs all other duties as assigned.