Patient Access Manager

Under the direction of the Patient Access Director, this position is responsible for the efficient and effective

management of all aspects of the hospital's Patient Access operations, including: Scheduling, Pre-registration,

Registration, Authorization/Financial Clearance, Bed Placement, Financial Counseling. Duties include guidance

and coverage for employees, monitoring of operational metrics, quality, productivity, and collections. The goal

of this position is to ensure high quality service for patients and accuracy of information affecting both pre and

post visit services. The Patient Access Manager is responsible for the direction and support of all registration process and phone operator functions for Coral Gables Hospital.

PRIMARY RESPONSIBILITIES

• Assists in preparation for both short and long range planning recommendations for all Admitting areas and Communication, including recommendations for new equipment, capital expenditures, staff and/or new services.
• Enforces departmental policies, practices, procedures and work rules in accordance with approved hospital policies. Assists in the development of new policies according to hospital and corporate guidelines.
• Utilizes and promotes familiarization with quality improvement standards and programs for departments as directed.
• Actively participates on various committees and teams relative to department functions and responsibilities as requested.
• Through supervisors or in collaboration with leads, consistently manages staffing activities in areas of responsibility. This includes documentation and identification of staffing needs, selection of staff, orientation and training. Oversees staff to ensure proper coverage that meets the needs of population served.
• Acts as liaison between department managers and other hospital departments, employees, patients, families, visitors and physicians as appropriate.
• Consistently communicates appropriate information to staff and provides feedback to Patient Service Director. Maintains confidentiality. Communicates deficits and problems to the supervisor with recommended solutions for improvements.
• Monitors all department resources and services, and manages the budgetary process with minimal supervision.
• Maintains accurate records, reports and statistics as required for administrative purposes.
• Within established timeframe, conducts annual performance evaluations for staff, including goal setting and counseling where appropriate. Informs supervisor regarding instances of over achievement or under achievement in a timely manner.
• Assists in providing in-services for other departments/physicians throughout the hospital.
• Monitors work and paper flow on an on-going basis to ensure that work is evenly distributed among staff and that patients are courteously and efficiently scheduled and registered.
• Ensures that staff is scheduled to effectively and efficiently meet the needs of the department. Evaluates and replaces unscheduled absences on PRN basis as outlined per established department procedures.
• Caches direct reports and implements performance management as necessary and in a timely manner.
• Perform other duties as appropriate.

• · Monitors and directs the timely effective execution of Patient Access operations daily for the facility

  · Responsible for adequate staffing and coverage in all Patient Access areas

  · Resolves operational issues and challenges for the department

  · Ensures all new and existing employees are provided adequate training/retraining on Patient Access SOPs,

  workflows, systems/supporting technologies, tools, and performance standards.

  · Partner with hospital Patient Access Directors and departmental leadership to identify patient flow issues,

  performance issues, develop improvement plans, deploy teams and manage results

  · Assist with the recruitment, scheduling and discipline of staff

  · Completes staff evaluations

  · Ensures all staff complete mandatory courses assigned throughout the year

  · Monitors and ensures department meets performance standards established by Patient Access leadership,

  including but not limited to: POS collections, quality, customer service, screening/solution rates, and

  productivity.

  · Ensures proper utilization of software/systems by all staff

  · Ensures Director/SLT are informed of any significant issues that may affect patient satisfaction, timeliness

  of services, reimbursement or patient flow

  · Must be capable of performing the tasks required of Patient Access Representatives

  · Performs other duties as assigned.

EDUCATION/EXPERIENCE

• High school graduate or equivalent; additional college training preferred
• Minimum of 5 years admitting/registration experience
• Prior supervisory experience required
• Domenstrated knowledge of interdepartmental relationships
• CPI
• Excellent interpersonal and organizational skills
• Demonstrated leadership and management abilities
• Thorough knowledge of computer systems in healthcare information system
• Proficiency in medical terminology
• Thorough knowledge of insurance requirements

  REQUIRED KNOWLEDGE & SKILLS:

  · Exhibited leadership and team-building skills

  · Proven expertise with all Patient Access tools, systems, and technologies

  · Proven customer service and effective communications skills

  · Revenue Cycle Management experience, including Patient Access and/or Financial Clearance

  · Proven knowledge of health insurance guidelines and/or reimbursement

  · Ability to work successfully with a range of team members, from entry level to executive level employees

  · Bilingual; Spanish-speaking preferred