Revenue Cycle Front End Director

Overview

Job Title: Revenue Cycle Front End Director

Department: Patient Services

Reports to: COO

FLSA Status: Exempt

Lowell Community Health Center (Lowell CHC) is a community-based health care organization. Our programs have been recognized as national models. With a career at Lowell Community Health Center, you will be joining a dynamic team of passionate and talented people.

JOB SUMMARY:

The Revenue Cycle Front-End Director works closely with the Sr. Director of Patient Services to improve revenue capture and reduce denials related to eligibility, patient intake, and collections. This role focuses on front-end processes, ensuring accurate registration, insurance verification, and payment collection. Responsibilities include tracking issues, developing SOPs, creating training programs, and leading quality improvement initiatives for front-line staff. This position demands strong communication skills and a deep understanding of how front-end workflows impact the entire revenue cycle.

The Revenue Cycle Front-End Director collaborates with the Revenue Cycle Back-End Manager and Revenue Cycle Manager Special Projects to stay aligned with Lowell’s primary priorities, issues, and improvement opportunities relating to the revenue cycle.

Essential duties and responsibilities include the following. Additional duties and responsibilities may be assigned as deemed necessary.

• Monitor and analyze denials and revenue leakage tied to eligibility, registration, and patient collections.
• Perform root-cause analysis of front-end inefficiencies and recommend corrective actions.
• Ensure compliance with insurance verification, prior authorization, and payment collection protocols.

• Create and maintain standard operating procedures (SOPs) for front-end workflows.
• Develop and implement corrective action plans to address recurring issues.
• Collaborate with back-end leadership to resolve cross-functional revenue cycle challenges.

• Design and deliver quality improvement trainings for front-line staff on eligibility, intake, and collections.
• Lead monthly revenue cycle reporting meetings and follow-up training sessions.
• Train the Sr. Director and Supervisors on front-end QI initiatives.

• Prepare and present monthly reports on revenue cycle wins, issues, and improvement priorities.
• Coordinate with the Sr. Director and other RCM leaders to align strategies and share best practices.
• Develop dashboards and metrics to track front-end performance on KPIs such as insurance verification rates, POS collections, and financial counseling completion.

• Configure Epic templates, alerts, and quality checks to improve billing accuracy from the front-end.
• Identify and support technology-driven workflow enhancements, including AI solutions for efficiency.

• Work professionally with clinical and administrative staff, including physicians, nurses, and medical assistants.
• Participate in department meetings and trainings as needed.

• Minimum of 2-5 years of Revenue Cycle Processes, including Registration, Eligibility and collections
• Experience in healthcare operations or patient access preferred.
• Excellent communication and interpersonal skills for training and collaboration.
• Ability to analyze data, identify trends, and implement process improvements.
• Proficiency in Microsoft Office, Outlook, and EHR systems (Epic preferred).
• Strong organizational skills and ability to manage multiple priorities.
• Commitment to patient confidentiality and compliance with HIPAA regulations

Frequent contact with patients, families, visitors, nurses and other department staff. Occasional requests to change work areas to cover another priority area to meet patient needs. Occasional stress and pressure caused by multiple simultaneous demands. May be exposed to various infectious diseases. Universal precautions and techniques are included in orientation, and the availability of protective wear is supported and encouraged when the employee is at risk of exposure.