Operations Manager, Patient Access Services (Primary Care)

Division:Eskenazi Health

Sub-Division: Hospital

Req ID: 26350

Schedule: Full Time

Shift: Varied (Days/Evenings)

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Exempt

Job Role Summary

The Operations Manager, Patient Access Services administers the day-to-day operations for Patient Access Services. This position ensures efficient, effective, and standardized operations in focus areas including financial clearance processes, patient referrals, clinical scheduling, time of service cash collections, process management and improvement, quality performance, customer-centric focus, and human resource management. Responsible for setting standards and performance evaluation of Patient Access Services operations across multiple entities including hospital, primary care clinics, behavioral health centers, ancillary services, and ambulatory locations to ensure quality and productivity standards are met.

Essential Functions and Responsibilities

• Manages and coordinates the daily operations of Patient Access Services to ensure appropriate patient flow is maintained, patient satisfaction with the administrative functions at Eskenazi Health are consistently positive, and appropriate collaboration with outside departments is maintained.
• Works with all Eskenazi Health departments and system leadership for the purpose of facilitating problem resolution, development of policies, processes and programs, coordination of services and organization cohesiveness.
• Maintains, develops, and actively involved in carrying out financial clearance policies and patient eligibility assistance, insurance verification including financial review, interaction with financial counselors, facility leadership and physician staff.
• Works with department leadership to achieve established revenue cycle operational goals.
• Provides appropriate training, guidance, continuing education and overall job competencies of staff.
• Directs various personnel actions including, but not limited to, hiring, performance appraisals, promotions and transfers.
• Completes various financial forecasts, including cost center labor and non-labor expenses and productivity, month-end financial reporting, operational performance, and any long-range strategic plans for the department.
• Provides leadership through effective guidance, feedback, and delegation.
• Responsible for the implementation of procedures to ensure data integrity, accuracy, and facilitates the timely flow of information to support financial and clinical outcomes.
• Assures compliance with federal, state, local, Joint Commission, and hospital policies and regulations relative to patient registration, education, and financial assistance.

Job Requirements

Accredited Bachelors degree and three (3) years directly related experience; OR five (5) years of progressive health care experience required with at least three (3) years in a leadership position responsible for planning and implementing new procedures.

• MBA or MHA strongly preferred
• Certification: CHAM, CHAA, FHFMA, CRCL desired
• Demonstrated leadership experience managing teams, development and management of projects in a complex environment is required.

Knowledge, Skills & Abilities

• Broad knowledge of current hospital issues including reimbursement, current and possible future policies, trends, and information affecting healthcare revenue cycle
• Healthcare industry trends including in-depth knowledge of current regulatory, market and customer trends that are driving revenue cycle innovation
• Expertise to know when to involve others to minimize loss of revenue, reimbursement, penalties or sanction.

Accredited by The Joint Commission and named as one of Indiana's best employers by Forbes magazine for two consecutive years and the top hospital in the state for community benefit by the Lown Institute, Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the first verified adult burn center in Indiana and Sandra Eskenazi Mental Health Center, the first community mental health center in Indiana, just to name a few.