Manager Patient Access Services

Summary

Manages the daily operations, quality, and service of the Jennings Center Registration area which consists of pre-arrival/post patient registration, insurance verification, notification to third party payers, financial clearance, and preservice collections in the Jennings Center. Ensures the department exemplifies service excellence, professionalism, and responsiveness to both internal and external customers. Customer Service and sound judgement are essential elements of the position.

Responsible for assisting the physicians, patients, physician office and hospital staff with their needs as they relate to the functions of the department.

Essential Duties and Responsibilities

These duties and responsibilities described below represent the general tasks performed daily; other tasks may be assigned.

• Directly supervise the Jennings Center registration FTE's

• Remain knowledgeable of processes and procedures, and serve as a resource for patients, staff, clinical areas, and providers by answering questions and resolving problems.

• Provides monitoring and clear development opportunities to staff for growth and advancement.

• Selects, trains, coaches, motivates, conducts annual performance evaluations, and directs the daily workflow for the FTE's in that area. Develops goals and performance expectations for staff.

• Provides effective leadership and education to staff to meet the organization accuracy and productivity goals, maintain compliance, and ensures financial clearance.

• Provides appropriate training and developmental opportunities to staff to meet all established goals and minimize registration and/or authorization-initiated denials.

• Proactively engages in process improvement initiatives. Identified needs, recommendations, and opportunities for improvement in workflow processes.

• Ensures new hires are properly onboarded to include but not limited to timely completion of the hospital required orientation sessions and occupational heath requirements, coordinating precepting and intradepartmental training, consistently monitor performance to provide timely feedback.

• Asserts leadership guidance to ensure there is accountability to expectations that are set including counseling / disciplinary action, and termination of assigned staff.

• Makes decisions pertaining to patient care, complaints, and problems that impact patient care and/or flow.

• Oversee and ensure the safekeeping and redemption of patient valuables

• Maintain responsibility for on-call coverage for the Jennings Center during hours of operation.

• Attend required hospital-wide orientation, meetings, and in-services.

• Demonstrate a commitment to flexible work scheduling when necessary to ensure patient care and operational needs.

• Collaborate with Patient Access peers to develop strategies, policies, and procedures that will contribute to the departmental score cared metrics and goals.

• Develops, maintains, and adheres to the annual departmental budgets and established a staffing matrix to ensure adequate staffing levels are in place

• Assist the Director with capital project forecasting and implementation

Supervisory Responsibilities

Reports to: Director, Jennings Outpatient Center
Supervises: Registrar I, II & Ill

Responsibilities:

• Responsible for the direction, staffing, and supervision of the Jennings Center registration employees including evaluation, productivity, disciplinary action, orientation, and training.

• Oversee and monitor quality control to ensure sound and compliant practices are followed.

• Maintain knowledge of the registration and insurance processes and procedures. Serve as a resource person for patients, staff, clinical areas and providers by answering questions and resolving problems.

• Promote collaborative medical staff and ancillary department relationships through availability, timely follow-up on all issues and personal one on one meetings.

• Responsible for ensuring timely coordination of prearrival registrations, post arrival registration, insurance eligibility/verification, and pre-certification for specific payers.

• Communicates effectively with physicians offices concerning payer and order issues and other regulatory requirements.

• Demonstrates knowledge of ICD and CPT coding requirements.

• Detailed understanding of various insurance/requirements and stays abreast of changes.

• Ensures department maintains established productivity requirements and a 96% or greater accuracy rate.

• Actively participates in service recovery and customer service activities to ensure a superior customer contact.

• Assist the Director by identifying instructional deficits and recommendation to develop appropriate educational tool for patients and provider staff.

• Adhere to CRH's confidentiality policy for all information related to patients, family, friends, hospital, employees, physicians, and clients.

• Maintain effective interdepartmental communication with internal customers.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Strong customer service orientation. Detail oriented. Must be courteous and exhibit very good communication skills. Must be able to exercise judgement, compassion, honestly, and respect for others in performance of job duties. Must be able to work independently with attention to detail and accuracy. Present self in a positive manner as reflected by personal attire and etiquette.

Education and Experience

Minimum Required Education:
Bachelor's degree in healthcare management, business, or related field is preferred however can be substituted by experience. Knowledge of medical terminology and ICD required.

Preferred Education:
Two years in an Ambulatory Outpatient Center, urgent care or insurance setting. Additionally, Medical Assistant, Nursing Assistant, LPN, or EMT is preferred.

Experience:
Minimum three years' experience as a Lead, Supervisor, or Manager in a medical or health insurance setting is required.

Certificates, Licenses, Registrations

Applicants must be a Certified Healthcare Access Associate (CHAA), Certified Professional Coder (CPC), or other HFMA, NAHAM or AAHAM nationally recognized revenue cycle professional, acquire within 24 months of hire or applicants can be certified as a Medical Assistant, Nursing Assistant, Emergency Medical Technician, Licensed Practical Nurse, or Paramedic.

BLS required.