This position is responsible for overseeing all aspects of the Patient Access Department; the call center, central registration & patient check-in, & financial verification & counseling. Is responsible for identifying complex issues and implementing solutions.
Responsible for the day-to-day operations & management of all staff responsible for patient access functions. This role requires the ability to manage a team, ensuring a positive patient experience while working cross-functionally with other departments and meeting organizational and regulatory requirements. Works closely with the PSR Supervisor to maintain oversight of staff work schedules to ensure coverage and coordination of training and staff resources.
Must possess the ability to problem solve & perform root cause analysis; monitors & implements operational & performance metrics to improve processes, increase efficiencies, and/or to correct problems. In addition, follows all established policies and standards to preserve patient confidentiality, ensure data security, and comply with all applicable regulations.
Ensures that goals and objectives set in conjunction with the Director of Business Operations are met or exceeded. Must be capable of performing the tasks required of hourly employees and fill in where necessary. Will take on additional responsibilities as deemed necessary by the Director of Business Operations.
Daily Operations
Management & oversight of all patient access staff, functions, and workflows.
Includes Oversight of the call center, admissions and registration, financial verification & counseling processes and procedures for multiple healthcare clinics.
Patient scheduling, referrals, and authorizations.
Insurance eligibility and benefits.
Financial clearance, financial estimations, and counseling.
Works closely with PSR Supervisor to ensure proper staffing & coverage of all functions.
Ensures compliance with internal policies & procedures and all pertinent HIPAA & CMS guidelines & industry norms.
Ensures the accuracy and completeness of ALL daily patient access functions.
Creates EOM dashboard & reporting metrics & KPIs to monitor and optimize all patient access functions.
Ensures a high level of quality service provided to patients.
Monitors staff production & implements productivity metrics.
Monitors scheduling interaction and performance with physicians and patients to ensure appropriateness.
Offers guidance to employees related to Point-of-Service collective activity.
Works in collaboration with the Billing Manager to implement and monitor changes that negatively impact payer yield.
Works closely with the Director of Business Operations to identify inefficiencies & effectively implement solutions to optimize operations and increase payer yield.
Creates process maps to standardize processes for admission procedures to ensure accurate data collection, a positive patient experience, and effective coordination between billing, clinical, and administrative teams.
Responsible for identifying multi-faceted and complex issues, performing root cause analysis, and recommending solutions.
Ability to work cross-functionally with other departments in crafting solutions to complex issues;
Works closely with Director of Business Operations & Health Information Technology Director to implement eCW modules & analytics.
Works closely with Department Administrators & clinic managers to identify issues impacting patient care, and works collaboratively to implement solutions.
Creates ongoing training materials / training sessions for staff to ensure knowledge & expectations regarding policies and procedures.
Performs skills assessments of staff to ensure that job requirements are in alignment with staff core competencies.
Required Skills
Knowledgeable of patient access standards, operations & workflows.
Possesses good oral and written communication skills.
Knowledgeable in the handling of confidential data.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to quantify issues & effectively present information and respond to questions from groups of managers, patients, customers, and physicians.
Demonstrated ability to manage multiple priorities.
Understanding of practice management and eCW software within 90 days of continuous employment.
Ability to foster an environment that nurtures collaboration, teamwork, and mutual respect.
Analytical ability required to evaluate processes and recommend improvements as necessary.
Good oral and written communication skills to work with patients, physicians, and department staff. Ability to write reports, business correspondence, and procedure manuals.
Strong commitment to formalized orientation and training of staff on an ongoing basis.
Must possess a growth mindset & cultivate a team approach to problem solving.
Leadership ability with strong motivational skills.
Responsible for staff skills development.
Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint, etc.)
Required Education and Experience
High School Graduate or Equivalent
Associates Degree in Business Administration, Health Care Management, or a related field highly desired. *Will accept job experience in lieu of educational requirements.
Minimum of 5 years in a managerial role in Patient Access or a related field.
Strong leadership and team management skills - Effective in leading people, teams & projects.
Excellent communication and interpersonal skills.
Proficient with Microsoft Office - Word, Excel, PPT.
Familiarity with healthcare technology and electronic medical records. *Proficiency with eCW highly desired.
