Status: Full Time
Shift: Multiple sites, hours vary
Exempt: Yes
Summary:
Under the supervision of the Patient Access Assistant Manager/Director , the PA Assistant Manager supports the PA Manager/Director with oversight and responsibility for the planning, organizing, implementing and day-to-day operations of Patient Access, Scheduling, Insurance Verification/Authorization, Financial Clearance, and Pre-Service collections. Works in collaboration with the PA Manager and Director to maintain a positive and pleasant working environment for PA staff. Ensures that the above staff provides efficient services that will promote positive customer experience. Provides oversight of the PA Supervisor and/or Trainer. May act in absence of the PA Manager.
Other information:
Experience, Knowledge and Skill:
At least one year of supervisor/management experience required. Strong written and verbal skills and an outgoing personality are preferred. Presentation skills and strong customer service background required. Previous experience in financial planning and accountability preferred. Previous experience with Joint Commission surveys preferred.
2.Specialized or Technical Education Required:
Effective August 1, 2018, Bachelor's Degree in health care/business related field required. A minimum of 2 years of healthcare experience for every year of required education may be substituted for degree. Developed knowledge of revenue cycle functions/patient access required. Analytical skills are necessary for problem solving. Intermediate or higher computer skills required. Must be able to promote positive public relations with Administration, patients, co-workers, and any other persons entering the Patient Access/Admissions areas. Must have good visual acuity to determine quality of work. Must have ability to promote confidence, respect and support from hospital administration, co-workers, patients and all others with whom one may come in contact. Certified in Healthcare Access Management (CHAM) by the National Association of Healthcare Access Management preferred.
PHYSICAL EFFORT REQUIRED:
Strength:Light
Push:Occasionally
Pull:Occasionally
Carry:Occasionally
Lift:Occasionally
Sit:Frequently
Responsibilities:
Responsibilities:
Assists the PA Manager/Director in the day-to-day operations of all aspects of Patient Access at all locations assigned, including, but not limited to the management of Patient Access Associates, Patient Access Assistants, Clinical Order Analyst, and Patient Access Analyst as directed by the Patient Access PA Manager/Director.
Assists the Patient Access Manager/Director providing oversight of scheduling, insurance verification, and registration of all North Oaks Health patients excluding scheduling for surgery patients.
Assists the Patient Access Manager/Director with gathering information/data needed and to assist with decision-making for patient flow / access areas and personnel and involves chain of command, when needed.
Personnel / Staffing:
Assists the PA Manager/Director with personnel supervision inclusive of, but not limited to the following: personnel staffing and coverage, staff workflow, personnel time off, competency, auditing the quality of work performed, licensure standards, time and attendance processes, position placement and training.
When assigned, collaborates with the Patient Access Manager/Director to ensure the financial integrity of North Oaks Health by:
Obtaining prices for outpatient services and consulting with Patient Financial Services for prices on Surgeries, Heart Catheterization and other high dollar procedures.
Communicating price quotes to patients as needed.
Supporting up front collections for department with the PA Manager/Director and providing reports on collections to leadership as indicated.
Holding staff accountable for following policies and procedures including those for cash collections, posting and deposits.
Ensuring deposits are made timely.
Providing back-up support to Patient Access as indicated by patient census, scheduled programs / services and personnel availability.
Working Epic work queues to expedite patient billing.
Providing oversight of departmental staff and processes and recommending changes as needed daily including reducing staff, increasing staff or sending cross trained staff to an area of need and managing staff based on fluctuations in the workload.
Maintaining knowledge on all payer rules and regulations, EMTALA, Epic updates, Medical Necessity, Advance Beneficiary Notices, Medicare Secondary Payer Questionnaire, ICD 9/10, CPT codes and all other rules, regulations and processes that impact patient access.
Utilizing advanced knowledge of the Revenue Cycle and Patient Access functions and processes to assist staff with complex and/or unusual situations or issues.
Monitoring and advising the PA Manager/Patient Access Director regarding follow-up on all patient inquiries / complaints and reports all issues and resolution to the Patient Access Director.
Other Duties
In collaboration with the PA Manager/Director, provides comprehensive oversight into the day-to-day operations of all aspects of Patient Access.
A Patient Access Assistant Manager may be assigned the responsibility for all Patient Access functions at any North Oaks Health location. They may be responsible for the Patient Access staff located at all North Oaks Health locations as assigned.
A Patient Access Assistant Manager may be assigned to assist with training and monitoring staff in other departments who perform registration functions, but they do not report directly to Patient Access.
A Patient Access Assistant Manager may be assigned to Centralized Scheduling (excluding Surgery and Heart lab) for all North Oaks Health procedures.
A Patient Access Assistant Manager may be responsible for insurance verification and verification of authorization for all procedures at any North Oaks Health location.
A Patient Access Assistant Manager may be responsible for the Patient Access staff and Supervisors located at any North Oaks Health location.
A Patient Access Assistant Manager may be assigned to oversee all PA staff and Supervisors and PA functions in the Emergency Department.
A PA Assistant Manager contributes to decision-making for patient flow / access areas and personnel and involves chain of commands, when needed.
Personnel / Staffing:
Under the direction of the PA Manager/Director, the PA Assistant Manager
Provides direct personnel supervision inclusive of, but not limited to the following: personnel staffing and coverage, staff workflow, personnel time off, competency, auditing the quality of work performed, licensure standards, time and attendance processes, position placement and training.
Assist Patient Access Manager, Director and Patient Access Trainers in developing and maintaining training programs to cross train Patient Access staff to all areas within Patient Access.
Oversees/Manages departmental staff and processes and recommends changes as needed daily including reducing staff, increasing staff or sending cross-trained staff to an area of need.
Oversees/Manages staff based on fluctuations in the workload.
Assists Patient Access Manager/Director with recommending alternative methods of providing services to reduce departmental operating costs.
Provides guidance to maximize the effectiveness of the work performed daily.
Articulates department as part of the Revenue Cycle Team.
Coordinates department activities with the revenue cycle departments to ensure appropriate flow of accounts.
Ensures the financial integrity of North Oaks Health by obtaining prices for outpatient services and consults with Patient Financial Services for prices on Surgeries, Heart Catheterization and other high dollar procedures.
Communicates price quotes to patients as needed.
Monitors up front collections for departments with Director and provides reports on collections to leadership as indicated.
Reinforces policies and holds staff accountable for following policies and procedures including those for cash collections, posting and deposits.
Ensures deposits are made timely.
Includes staff in decision making for formulating department policy.
Plans and collaborates with other members of the team to resolve revenue cycle problems.
Aids the Patient Access Manager/Director in the following competency and compliance areas: Joint Commission Compliance, Patient Safety, Personnel Annual Competency and Continuing Education, HIPAA, Legal Compliance, Epic workflow and others as directed by North Oaks Health System administration.
Provides back-up support to Patient Access as indicated by patient census, scheduled programs / services and personnel availability.
Actively works Epic work queues daily to expedite patient billing.
Assists the Patient Access Manager/Director by providing timely and accurate data to support dashboard reporting to the Director as needed.
Assists in the development and delivery of well-positioned products and services within the operational objectives of the Patient Access areas.
With the assistance of front-line staff PA Trainers and PA supervisors, provides and implements ideas for improvement as it relates to Patient Access operations and measures ongoing effectiveness.
Assists the Patient Access Manager/Director in all areas related to compliance, including review of appropriate bulletins and education of staff.
Maintains knowledge on all payer rules and regulations, EMTALA, Epic updates, Medical Necessity, Advance Beneficiary Notices, Medicare Secondary Payer Questionnaire, ICD 9/10, CPT codes and all other rules, regulations and processes that impact patient access.
Monitors inventory and supply requisitions.
Orders and maintains supply inventory for department within budget.
Monitors and advises Patient Access Manager/Director /CFO regarding follow up on all patient inquiries / complaints.
Escalates all issues and suggests resolution to the Patient Access Manager/Director.
Processes Patient Survey responses as indicated.
Responds to all patient complaints within set time limits.
Assists the Patient Access Manager/Director, as requested, in areas of physician support and special requests as it relates to Patient Access.
Attends to and maintains established hospital and department policy and meetings.
Consistently participate in hospital and community programs, committees and related functions.
Consistently strives to enhance professional growth and development.
Follows North Oaks Health's Legal Compliance Program and federal and state regulatory guidelines.
Performs all other duties as required or directed by Departmental Administration.
Utilizes knowledge of the Revenue Cycle and Patient Access functions and processes to assist PA staff with complex and/or unusual situations or issues.
Serves as lead for specified projects and/or technical initiatives, to increase productivity, efficiency and effectiveness.
Makes recommendations to the PA Manager/Director for initiatives, based on knowledge and research of best practices for area. Performs timely coaching of staff and performance reviews.