PRMO: , established in 2001, Patient Revenue Management Organization (PRMO) is a fully integrated, centralized revenue cycle organization supporting all of Duke Health, including Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, the Private Diagnostic Clinic, and Duke PrimaryCare. The PRMO focuses on streamlining the revenue cycle through enhanced management of scheduling, registration, coding, HIM operations, billing, collections, cash management, and customer service. The Mission of the PRMO is delivering quality service by enhancing the patient experience, providing financial security, and preserving Duke's reputation and mission of advancing health together. Our Vision is to be recognized as a world class innovative revenue cycle organization that values our people, patients and performance.
Responsible for the process related to estimation of patient liability across Duke University Health System and the Private Diagnostic clinics.
Management of the daily operations of the Pre-Visit Estimate team responsible for pre-service estimates of patient liability.
Responsible for the financial counseling and financial clearance processes in the ambulatory clinics across Duke University Health System and the Private Diagnostic clinics.
Direct management of the daily operations of the Central Financial Services team responsible for screening, coaching, and monitoring financially at risk patients. Management of technology (computer hardware, phone systems, computer software) associated with the pre-visit estimate and financial screening processes.
Monitor performance of the patient access work queues (e.g. patient work queues, claim edit work queues).
Analyze issues with work queue rules and claim edits/errors and coordinate resolution with the relevant operational and IT staff.
Provide notification of new edits and edit changes via user notifications and staff educational meetings.
Work with PRMO IT, vendors, and other IT groups to implement new systems/applications that positively impact the operational and financial performance of the pre-service estimate, financial screening and clearance processes.
Monitor system/application performance to ensure effectiveness and efficiency.
Develop and monitor key performance indicators. Deliver performance results monthly to leadership and develop action plans for performance improvement. Conduct periodic audits of work, trend and analyze factors influencing variances, and implement process improvements.
Develop, implement, or maintain staff new staff training modules. Annual review and update to new staff training modules and associated material. Provide ongoing training for existing staff, both centralized and de-centralized.
Work collaboratively with patient relation departments throughout the Health system (e.g. PRMO Customer Service, DRH Patient Visitor Relations) to monitor customer feedback related to department services. Develop strategies to minimize customer complaints.
Develop and maintain policies and procedures associated with department services. Annual review and update to policies and procedures.
Conduct performance reviews routinely, provide feedback, and work with staff to create development plans. Perform mid-year and annual staff performance reviews in collaboration with Director.
Attend and lead business meetings relevant to the successful operations of the functions within the department.
Work requires 5 years of experience in business or other applicable experience. A master's degree in a related field, such as business or health administration, may be substituted for experience on a 1:1 basis.
Degrees, Licensures, Certifications
Certifications in Patient Access or Patient Accounting preferred.
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Patient Revenue Management (PRMO)
Internal Number: 37282
About Duke University Health System
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.