Mackenzie Health is seeking a dynamic and experience Patient Accounting Manager to lead the full revenue cycle within the hospital. This role goes beyond traditional oversight – it drives innovation, ensures integrity of billing operations and compliance with internal controls, and fosters a culture of continuous improvement across the patient accounting team. This role will support the transformation of the Patient Accounting team as the organization implements a new ERP system and will help advance the EPIC revenue cycle management to maintain the hospital’s HIMS EMRAM Stage 7 status.
Key Responsibilities
- Oversee the complete billing cycle, ensuring timely and accurate patient invoicing, prompt collections and adherence to cash controls.
- Develop and implement performance metrics and dashboards to monitor AR trends and effectiveness of core activities
- Identify opportunities for process improvements and support change management during implementation of improvements.
- Collaborate with cross functional teams in special projects to optimize collections and streamline workflows, including the IT HB Billing team to enhance EPIC utilization, Patient Access team to optimize patient experience and clinical departments to recover patient related costs.
- Demonstrate high emotional intelligence, empathy and assertiveness in patient account collections
- Supervise and approve EPIC work queues, including payment posting and account adjustments
- Effective management and routine review of the aged trial balance, identifying accounts requiring escalated collection efforts or assess bad debt on a routine basis.
- Serve as the primary escalation point for high-risk accounts and liaison with the Patient Experience team
- Design and document standardized operating procedures to enable streamlined and consistent processes.
- Support team in arranging payments plans and settlements, including the refinement of standard operating procedures and decision trees to support consistency in the team
- Mentor and develop team, fostering a high-performance culture, positive working environment and excellent patient service.
- Lead routine team meetings to foster an engaged team and support solution finding.
- Conduct orientation, training, and ongoing education for staff. Empower teams to take initiative to enhance and streamline their day-to-day processes.
- Provide elbow support and mentorship to team members learning new functions
- Subject matter expert on Ontario hospital billing rules and practices, including OHIP
- Spearhead audit readiness and ensure full compliance with provincial and federal healthcare billing regulations
- Support internal audits and ensure adherence to cash controls and financial policies
- Participate in special projects and assignments as required
What must you have?
- Excellent communication skills, empathetic and assertive communication skills
- Post-secondary education at a university or college. A post-secondary degree in Business/Accounting is an asset.
- Previous supervisory or leadership experience is essential
- Ability to supervise staff, review and prioritize work
- Ability to take initiative and embrace challenges
- Proven experience managing multiple projects simultaneously while maintaining a high standard of work
- Ability to foster an environment that nurtures collaboration, teamwork, and mutual respect
What else do you bring?
- Exemplary customer service skills, demonstrating strong emotional intelligence with an ability to strike a balance between empathy and assertiveness in patient collections.
- Excellent organizational and interpersonal skills
- Ability to communicate effectively both verbally and in writing with all stakeholders
- Strong attention to detail and high level of accuracy
- Creative problem-solving and conflict management skills
- Ability to prioritize tasks and consistently deliver accurate results within tight deadlines
- Ability to make sound decisions when dealing with patients or outside agencies
- Ability to work independently and in a team environment
- Proven attendance record
- Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all
- Ability to perform the essential duties of the job
- Effectively uses empathy in interactions with others and demonstrates behaviours consistent with Mackenzie Health’s commitment to caring
- Models behaviour that is aligned with the values of Mackenzie Health – excellence, leadership and empathy
- Commitment to providing an exceptional experience for staff and clients within a challenging and exciting health care environment
Preferably, your profile also includes:
- A minimum of three years managerial experience leading large teams
- A minimum of five years progressive experience in an Accounts Receivable role
- Preferably hospital-related experience. Preference will be given to those candidates with experience in Epic.
- Proficiency in Microsoft Office (specifically Excel, Word, PowerPoint)
- Experience identifying and implementing process improvements
*You may be required to work at any site of Mackenzie Health.
