Patient Access Manager

Manager Patient Access

General Summary of Position

The Manager's Number One job responsibility is to create caring moments in the spirit of cura personalis and understand how he or she contributes to MedStar Georgetown University Hospital's vision of achieving that commitment to patients and families. The manager provides consistent leadership to designated areas of responsibility to achieve ongoing quality productivity and efficiency by actively managing the registration operations of Emergency Department Admissions Out-patient Gorman Laboratory and Patient Placement. The manager is highly skilled and works at a fully cross-functional level:

• Pre-Encounter Services
• Emergency Department Registration
• Outpatient Registration/Outpatient Surgery & Special Procedure Registration
• Laboratory Registration
• Inpatient & Observation Registration
• Insurance Verification/HDX
• CBO Registration needs
• Patient Placement - Bed Board

Responsible for identifying opportunities for process improvements and implementing the same; provides Director with recommendations concerning the improvement of service and/or operations. These functions are performed in accordance with MedStar Georgetown University Hospital's (MGUH) philosophy policies procedures and standards.

Primary Duties and Responsibilities

• Following is a summary of the major job processes of this position. Other duties may be performed both major and minor which are not mentioned below. Specific activities may change from time to time:
• Mission Vision and Values Creates a shared vision with associates of the department's role in helping achieve mission and vision Acts consistently with MedStar Georgetown University Hospital's SPIRIT Values
• Leadership Support leadership in the oversight of patient registration process including staff adherence with all established policies and procedures related to querying all patient accounting systems such as SMS and related systems such as hospital document imaging. Manager must research and utilize patient accounts origination in other registration service areas such as IDX/GE to evaluate data integrity and corrective action if necessary. Responsible for obtaining complete demographic and insurance information for each patient appointment. Utilizes appropriate decision making strategy command consultative or consensus with Human Resources to execute corrective action for any Patient Access non-compliance issues. Reviews hospital admission/clinical schedules to ensure adequate admissions/registration staffing is available to admit patients Coordinates with Georgetown Physician Access on patient transfers and coordination of care with Bed Placement and MGUH departments. Manages the patient check-in and check-out process for Department including patient reception validation of patient identity scanning of patient documents to the appropriate system resolution of all alerts for missing or inaccurate information prior to patient arrival insurance verification collection and electronic posting of time of service (TOS) payments appropriate and timely statusing of all appointments collection and review of all encounter forms daily deposit of TOS payments and preparation of charge batches.
• Personnel Management Training and Recruitment Assist in the recruitment hiring and training of Patient Access personnel Provides training and education of staff on managed care contracts and processes system utilization of the approved organization electronic scheduling and billing system The Joint Commission (TJC) standards and Health Insurance Portability and Accountability Act (HIPAA) privacy guidelines and other compliance issues. Supports the Director in developing standards of performance evaluates performance and conducts performance management reviews to include performance improvement plans. Initiates and/or makes recommendation for personnel action. Maintains on-going communication with employees to review performance plans providing feedback and documenting changes in performance expectations. Regularly evaluates coaches and counsels associates when appropriate. Ensures staffing is appropriate for hospital patient access areas and makes recommendation to Director regarding staffing and scheduling modifications as necessary. Assists Director with maintaining payroll records time and attendance forms in accordance with MedStar Health standards Participates in employee satisfaction committee within Department to develop approaches and methodologies for addressing Employee Satisfaction results.
• Patient Satisfaction Collaborates with Director and other hospital leadership to identify barriers to efficient quality service. Participates in the development implementation and evaluation of measures to enhance services provided in hospital. Assists Director with planning developing and implementing new policies and procedures for Patient Access. Responds to patient complaints and facilitates resolution of service breakdowns. Monitors patient satisfaction results reviews with staff and collaborates in process improvements.
• Process Improvement Actively participates in departmental and hospital meetings such as Clinical Practice Managed Care Compliance etc. Represents department at MGUH & GPG User Meetings. Relays relevant information to Associates provides training and documents as appropriate and completes required projects/assignments as relevant to specific program areas.
• Information Technology and Enabling Technologies Mastery of all relevant technologies necessary to manage Patient Access department including SMS Invision IDX/GE Aria MedConnect Teletracking HDX etc. Includes ability to review staff work admit patients utilizing these systems track performance perform root cause analysis Represent Patient Access department in meeting with other areas for coordination of information and system integration.
• Supports Director in efforts for departmental compliance with all requisite TJC standards and specifically for patient safety measures required by MedStar MGUH and other regulatory agencies. Executes corrective action with personnel as necessary; Provides guidance and advisory support to operationalize new and existing standards.
• Performs other duties and responsibilities that are appropriate to the position and area. The above responsibilities are a general description of the level and natures of the work assigned to this classification and are not to be considered as all inclusive.

Minimal Qualifications

• Bachelor's degree in Business, Health Care Management, or related field required
• 5-7 years Experience in patient access, registration, billing, cash posting/collections, insurance, and/or pre-certification or related experience in a medical environment required
• 3-4 years Supervisory experience in a health care environment required

Knowledge Skills and Abilities

• Ability to perform in a high pressure environment and appropriately motivate staff to do the same.
• Knowledgeable of related regulatory/governing standards policies and procedures;
• SMS;
• application of safety and infection control policies and procedures;
• ability to develop job descriptions learning plans give and receive feedback and coach and counsel associates;
• staffing scheduling and payroll processes;
• customer feedback and impact on core processes;
• delegation team building decision making conflict management change management skills;
• verbal and written communication skills that are sensitive to diversities among age groups cultures and educational levels.

This position has a hiring range of USD $71,843.00 - USD $135,907.00 /Yr.