Responsible for all patient access functions at an acute care facility, providing services 7 days a week, 24 hours a day. Effects ongoing quality, productivity and efficiency in daily operations of department and services by providing department management and supervision of employees, serving as administrative and financial resource person, providing backup support for all, and interfacing with referral sources, insurers, clinical staff and leadership as well as customers. Areas of responsibility include but are not limited to referrals/orders, scheduling, registration, regulatory compliance, staff education and staffing. Responsible for identifying opportunities for process improvements and implementing the same.
What We're Looking For:
Leadership: Provides hands-on supervision of daily activities and workflow of the unit and completes scheduling of shifts. Ensures coverage of all registration points during operating hours which may be 24 hours a day 7 days a week coverage. Conducts daily department walk- through to provide real time answers and observation. Optimizes customer service, facilitates patient access and care, and drives financial performance. Demonstrates customer oriented behaviors. Focuses the effort of the staff on timely services to ensure complete and accurate information is obtained and documented. Ensures staff efforts are aligned with the goals of Access Services, both customer service and financial. Completes Schedule of all areas within Patient Access. Develops written policies and procedures to guide, clarify and support the staff in their individual roles. Conducts 1:1 meetings with team members to provide feedback and build relationships.
Quality Improvement: Tracks key performance measures to maximize performance. Utilizes reports to regularly provide feedback to team, diagnose problem/opportunity areas, and set goals for immediate improvement. Identifies performance trends and establishes team member-level productivity standards. Identifies relevant positive and constructive criticism examples for discussion. Provides staff with regular updates on results. Leads team meetings with staff to discuss results and progress made on performance goals. Develops and implements appropriate plans to resolve backlogs and reverse negative trends. Conducts random monitoring to allow for the opportunity to optimize customer service performance and identify training needs on a monthly basis. Observes staff as they are working to identify skill deficiencies/efficiencies and to identify process improvement opportunities. Teaches staff to proactively follow up and document clearly, concisely and completely. Conducts cross-training activities to develop backups and diversity skill sets. Each team member should be able to perform their primary role and secondary role. Instills in the staff accountability and responsibility for quality and results. Provides clear expectations for all staff.
Reporting: Uses data to identify needs and efficiently coach staff to expected proficiency. Serves as a Subject Matter Expert to identify what their team needs to learn and for training development and revisions. Research and provide solutions for individual staff issues. Audit revenue cycle employees for coaching purposes. Conduct audits for coaching and feedback purposes. Document and assess auditing data. Create and analyze system reports. Responsible for WQ completion.
Human Resources: Conducts formal performance evaluations. Working in conjunction with the department manager, completes performance evaluations on a regular basis and conducts timely counseling as needed. Keeps a record of any verbal or written communication with staff. Suggests action plans, as needed, for immediate correction of any disciplinary problems and conducts follow-up meetings to assess progress. Participates in the interview and selection process for new staff. Ensures equal access to job opportunities. Follows the process for open job-posting and allows employees equal access to opportunities to develop themselves so they can attain the skills and experiences to prepare themselves for open jobs, including cross training.
Teamwork: Is a team player and values the team approach to decision making. Develops strong working relationships with interdepartmental leadership and ancillary department leaders to ensure maximum coordination of service delivery. Cooperates and participates in group efforts. Seeks input from others and encourages different opinions. Plans and orchestrates activities and events within the department to enhance the work environment, celebrate the accomplishments of goals and positively impact employee morale. Supports management decisions. Instills in the staff the significance of their role to the visions/goals of the organization. Seeks consensus and collaboration; doesn’t seek compromise as an easy solution.
Communication: Effectively communicates (both verbal and written) ideas to staff, management and client base. Continuously uses feedback to improve skills. Prioritize tasks to successfully manage multiple projects. Present in an engaging manner which has a positive impact on the team. Communicates performance measurements to department manager regularly. Actively communicates with and involves others through regular dialogue. Understands and communicates with staff the customer’s expectations. Provides progress updates to staff in a timely manner. Has regular dialogue with staff and peers. Utilizes effective communication methods to deliver information that improves quality of personal and organizational decisions. Responds to staff problems and suggestions in a timely manner. Sets aside time for “open door” conversation; promotes and plans appropriate team building exercises.
Financial: Completes department schedule ensuring adequate staffing to meet the needs of the department.
Training and Development: Coordinates and facilitates the development and delivery of training to team members. Facilitate and co-facilitate training of team members. Operationalize changes and updates to processes through education and feedback. Prepare materials used for training. Use educational methods that meet the needs of adult learners. Provide preceptor training for revenue cycle staff. Facilitate and document one on one training for team members. Effectively facilitates learning by applying adult learning principles. Enthusiastically embraces change and act as a change agent.
Customer Service: Provide enhanced customer service. Identifies opportunities to provide formal and informal positive reinforcement to staff for consistent/high quality performance, exceeding expectations on assigned tasks, and/or exercising creativity and/or initiative to provide customer service.