DE - Patient Access Manager - Dover

Bayhealth Medical Center is Central and Southern Delaware's healthcare leader with hospitals in Dover and Milford, as well as stand-alone Emergency Department in Smyrna and a hybrid Emergency Department and Urgent Care in Milton. We offer various practice settings throughout Kent and Sussex Counties. Bayhealth Medical Center Kent Campus is 90 minutes from Philadelphia, Washington, DC and Baltimore. Our Sussex Campus is 30 minutes to the Delaware beaches and relaxation in the sand! Bayhealth Medical Center offers a competitive salary and comprehensive benefits package (for eligible positions) including: GenerousPaid Time Off and Paid Holidays Matching 401(k)/403(b) Plans Excellent Health, Dental,and Vision Disability and Life Insurance options On Site Child Care Educational Reimbursement Health Care and Dependent Care Flex Spending Accounts Plus, an array of Voluntary Benefits to include Critical Care Coverage and more! Location: Kent Campus Hospital Status: Full Time 80 Hours Shift: Days SALARY RANGE: 71,656.00 - 111,051.20YEARLY General Summary: Under the direction of the Patient Access Director, the Patient Access Manager is responsible for administering coordinating and reviewing the performance of patient access functions across the department including pre-registration, insurance verification, prior authorization, financial clearance, financial counseling, and registration and payment collections for hospital and clinic services. Coordinates all registration policies and procedures, organizes and manages employee schedules, monitors and evaluates employee performance. Assist team members navigate daily operations and achieve high performance in the work-unit. Responsibilities: 1. Oversight Accountability: Closely monitors the performance of supervisors and team members while providing regular status reports to the Director. Develops and implements action plans, to support department goals and objectives. Defines key metrics for success in the work unit. Have a solution-oriented and positive mindset that openly embraces change and stretches goals. Monitors performance toward work-unit targets. Supports Director in fostering a culture of excellence, growth and accountability. 2. Patient Experience: Holds staff accountable for following scripting guidelines and established service excellence standards. Acts in accordance with Bayhealth values when interacting with patients, visitors, guests, and Bayhealth colleagues, Actively contributes to a positive patient experience and maintains excellent relationships with all organizational and community providers. Handles escalated calls from patients/ physician offices often involving complex and challenging situations, and resolves them to a high level of satisfaction, while adhering to all Bayhealth regulatory policies and procedures. 3. People Management: Recruit, train, and onboard new Contact Center agents. Conduct regular One-on-Ones with PIC team members to deepen the understanding of issues and assist colleagues to resolve problems for themselves. Provide coaching and assistance to Contact Center agents on an ongoing basis. 4. Conflict Resolution: Oversee and ensure conflict resolution between agents, physician practices, and patients. Ensure all agents follow best practices for scheduling, meet access goals, and continually demonstrate Bayhealth's values. 5. Operational Workflow Management: Maintains open communication with provider offices, as well as financial, clinical, and ancillary departments. Develops strong relationships with department leaders and practice managers to ensure necessary information is shared to achieve performance excellent and resolve operational barriers. Maintains comprehensive knowledge of regulatory requirements related to Bayhealth standards, all applicable Patient Access functions, as well as monitors and enforces compliance with these responsibilities. Implements a standardized approach across facilities to abide by the policies and meet the goals of the organization. Coordinates the development and delivery of staff training in conjunction with department supervisors and trainers. 6. Technical Support: Serves as a technical resource for applicable software applications and assists with systems-related testing in conjunction with Information Systems, as necessary. Submits IT tickets and suggestions to optimize and enhance operation workflows, including efficient capture of accurate patient demographics and insurance information. 7. Quality Assurance Oversight: Provide quality control through listening to calls and quality audits. Provide feedback to agents and practices. Monitor to ensure optimal agent coverage for call volumes. Demonstrate strong outcomes through monthly data measuring speed to answer, abandoned calls, average handle time, errors, and any other key performance indicators. Performs routine internal audits to ensure quality of services meet internal and external regulatory standards. Educates team members on system downtime and emergency management procedures to assure continuity of care and service interruption during unanticipated situations. Provide monthly reporting to the Director. 8. All other duties as assigned, within the scope and range of job responsibilities. Required Education, Credential(s) and Experience: Education: Bachelor Degree ; Related field ; Credential(s): None Required ; Experience:Required: Minimum of (2) two years in leadership/management role. Knowledge in Healthcare, Revenue Cycle/and or Business.Preferred: Five (5) years' experience in healthcare supervisory/management role within Call Centers, Patient Access, or Revenue Cycle Experience managing both remote and on-site staff. Preferred Education, Credential(s) and Experience: Education: Master Degree Health Care Credential(s): Certified Healthcare Access Manager Certified Patients Account Manager

Shift: Days, Full Time

Specialty Type: Management

Sub Specialties: All Management
General Certifications: N/A
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