Quality Manager Satellite Ambulatory Support Services

Patient Service Representative Quality Assurance Manager

Ann & Robert H. Lurie Children's Hospital of Chicago provides superior pediatric care in a setting that offers the latest benefits and innovations in medical technology, research and family-friendly design. As the largest pediatric provider in the region with a 140-year legacy of excellence, kids and their families are at the center of all we do. Ann & Robert H. Lurie Children's Hospital of Chicago is ranked in all 10 specialties by the U.S. News & World Report.

Location: 211 E Chicago

General Summary:

Responsible for leading, developing, and overseeing the management of quality assurance including educational training on operational issues and the development of standard operating procedures to drive the overall quality and training strategy across all Satellite Patient Service Representative functions. Serves as the Patient Service Representative Liaison and Quality Metric Expert for all Satellite Service teams. Responsible for developing and maintaining satellite processes and operating procedures in collaboration with satellite leaders and partners in EPIC, Finance, Front End Modernization and Revenue Cycle. Responsible for managing the onboarding and training for Patient Service Representative Staff for Ambulatory Satellite Services, this includes monitoring as well as improving the Patient Service Representative productivity as well as quality performance. Partners with Ambulatory Patient Service Representative Leaders across the organization to ensure consistency in process through onboarding, training as well as mentoring of Patient Service Representative across satellite locations. Partners with the revenue Cycle Team as the Satellite Liaison for Patient Service Representative metrics report outs.

Essential Job Functions:

• Responsible for collaborating with Training teams for development of training, monitoring, analyzing and management of all Patient Service Representative staff standard operating procedures and the development as well as reporting on quality outcomes for the Patient Service Representative staff for all aspects of their role including patient scheduling, check in and check out functionality, registration, insurance verification, ancillary testing, and effective patient collections.
• Maintain extensive knowledge of patient access, registration, payer, billing, compliance, and regulatory requirements through government communication, professional and peer contact, and training programs.
• Responsible for developing and maintaining satellite processes and operating procedures in collaboration with satellite leaders and partners in EPIC, Finance, Front End Modernization and Revenue Cycle.
• Manages coordinating the review, update, and development of processes and policies specific to job responsibilities across the Patient Service Representative satellites, with the Revenue Cycle productivity/quality team and other organizational stakeholder with Patient Service Representative reports.
• Functions as Ambulatory Super-User for Satellite services with other stakeholders for all Ambulatory-related Epic modules, Scheduling, Patient Service Representatives, Templates, Epicare, and Clarity.
• Manages, develops, and implements productivity/quality metrics and scorecards for satellites Patient Service Representative Teams for all aspects of the role from scheduling to check in including registration as well as collections and Welcome kiosk functionality.
• Ensuring all aspects of cash handling process checks and balances are followed across satellite locations and provides recommendations for improvement when appropriate.
• Manages, design, and implements a structured Patient Service Representative training curriculum supporting both new hire and current staff on operational issues. Meet regularly with front-line staff to discuss and resolve issues including off-site visits.
• Partners with other Patient Service Representative Leaders for standardized workflows as well as standardized goal setting as applicable.
• Works with specific site Patient Service Representatives II and II for all orientation, training and mentoring for new Patient Service Representatives.
• Rounds at all Satellite locations on a regular basis to ensure individual performance consistency across continuum.
• Develops and maintains all standard operating procedures for all aspects of the Patient Service Representative role as appropriate for satellite Patient Service Representatives. Ensuring it is in line with the overall organizational initiative.
• Monitors and reports out on all Dashboard metrics identifying any areas of opportunity and develops project plans to address. Evaluates Patient Service Representative QA/QI activities for the ambulatory clinics and ancillary services. Institutes practice changes based upon findings from the monitoring and evaluation of QA/QI process.
• Assists PCO Managers in evaluation of specific job performance for Patient Service Representative.
• Provides ongoing training and mentoring for Patient Service Representative with any upgrades to EPIC, new systems, new functionality and changes in role responsibilities.
• Serves as the EPIC Expert for the Patient Service Representative Team across all Satellite sites and partners with Ambulatory Access Support leadership.
• Participates in Organizational wide change initiatives impacting the Patient Service Representative Teams attending meetings and project participation and proactively participates in planning for successful implementations.
• Manages Welcome Kiosks and ensures training, performance and utilization are optimized.
• Assists satellite leadership and internal auditor in review of collections processes to ensure compliance with standard operating procedures (SOP).
• Assists in monitoring completion of all lease reports, cash handling processes and provides back up coverage as needed.
• Monitors patient and family satisfaction specific to Patient Service Representative, develops and trains staff on initiatives to enhance the family experience.
• Serve as Liaison to Ancillary departments, Rehab, and other teams.
• Other job functions as assigned.

Knowledge, Skills and Abilities:

• Bachelor's degree in Healthcare or Business related field required. Graduate level Business/ Healthcare Management education preferred.
• Process Improvement Certification preferred (Kaizen, Lean, Six Sigma, CPHQ, CMP or related)
• 5 years' experience required in a Data Quality role of Lead/Coordinator or higher.
• 5 years' experience required in supervisory role in electronic patient registration, Hospital Billing, EPIC scheduling, medical terminology, and clinic operations.
• Extensive knowledge of Epic applications functionality (Prelude, ADT, Cadence).
• Proficient computer skills, Word, PowerPoint, various office equipment.
• Proficiency in Power Bi data analytics and report out required.
• Proficiency in Excel Data Analytics, Raw Data Pivoting and Graphing required.
• Extensive knowledge of patient access functions, state and federal guidelines, payer and regulatory requirements.
• Strong analytical, verbal and written communication skills. Ability to collaborate across the organization.
• Ability and comfortable training staff and implementing new processes.
• Ability to organize and prioritize.
• Excellent project management skills.
• Excellent communication/listening skills. Substantial interpersonal skills to work effectively with diverse groups of individuals including Pediatric Patients, families, Physicians, Nursing and Allied Health and medical center personnel.

Requirement to drive between all Satellite locations on a weekly basis.

Education

Pay Range

$76,960.00-$125,840.00 Salary

At Lurie Children's, we are committed to competitive and fair compensation aligned with market rates and internal equity, reflecting individual contributions, experience, and expertise. The pay range for this job indicates minimum and maximum targets for the position. Ranges are regularly reviewed to stay aligned with market conditions. In addition to base salary, Lurie Children's offer a comprehensive rewards package that may include differentials for some hourly employees, leadership incentives for select roles, health and retirement benefits, and wellbeing programs. For more details on other compensation, consult your recruiter or click the following link to learn more about our benefits.

Benefit Statement

For full time and part time employees who work 20 or more hours per week we offer a generous benefits package that includes:

Medical, dental and vision insurance

Employer paid group term life and disability

Employer contribution toward Health Savings Account

Flexible Spending Accounts

Paid Time Off (PTO), Paid Holidays and Paid Parental Leave

403(b) with a 5% employer match

Various voluntary benefits:

• Supplemental Life, AD&D and Disability
• Critical Illness, Accident and Hospital Indemnity coverage
• Tuition assistance
• Student loan servicing and support
• Adoption benefits
• Backup Childcare and Eldercare
• Employee Assistance Program, and other specialized behavioral health services and resources for employees and family members
• Discount on services at Lurie Children's facilities
• Discount purchasing program

There's a Place for You with Us

At Ann & Robert H. Lurie Children's Hospital of Chicago and its affiliates (collectively "Lurie Children's"), we