Patient Access Manager

Under the immediate supervision of the Director of Patient Access, is responsible for overseeing Emergency, Outpatient registration and PATH departments and assisting in the coordination of access for all patients. On call for the department for needs and coverage is required.

Supports the Patient Access Function

1. Assists the Director of Patient Access with special projects and other assignments as needed.
2. Obtains and processes all admission notifications for any inpatient, observation, or swing level of care.
3. Obtains all necessary signatures for patients admitted to the hospital as required per their insurance plan of coverage.
4. Assist with meeting specific targets and industry benchmarks.
5. Ensures understanding, awareness, and compliance with all applicable federal, state and agency laws; regulations; guidelines; and professional standards.
6. Assists Director with creation and updates of Policies and Procedures as needed.

Patient Access Staff Management

1. Responsible for scheduling and monitoring staffing levels across the department and processes as necessary to maintain appropriate staffing levels. Provides coverage as needed to ensure all Patient Access areas are staffed appropriately.
2. Assists in overseeing the education of Patient Access staff, including competency assessments, staff orientations and ongoing education programs.
3. Collaborates with the Director to set, monitor and respond to staff performance standards and produces regular reports on team members' productivity.
4. Responsible to keep staff informed of system changes or compliance issues.
5. Responsible for the planning, coordinating, and scheduling of staff meetings
6. Responsible for all staff evaluations based upon goals established in collaboration with the Director.

Patient Access to Huggins Staff Management

1. Maps out the processes involved in all of the PATH phases to ensure enhanced patient experience, increased efficiency and improved customer service.
2. Collaborates with departments across Huggins Hospital to develop improvement initiatives aimed at achieving organizational goals.

Patient Access Operations

1. Determines appropriate staffing levels, conducts compensation analysis, and strengthens recruitment, hiring and retention practices with support from departmental managers and Human Resources. Develops and carries out disciplinary procedures and performance improvement plans as necessary.
2. Assesses and mentors individuals in patient access leadership roles; conducts regular performance reviews and promotes ongoing communication about staff and process related issues.
3. Oversees the education program for patient access staff across all areas of responsibility, including new hire orientation, competency assessments, remedial education, and ongoing education.

Performs Reporting and Auditing as Needed

1. Completes census report, ED co-pay analysis, pre-service collections PATH productivity measurements.
2. Audits all accounts for completeness and assists all departments in closing accounts with charges from prior dates of service.
3. Assists with the completion of quality reporting to include staff performance and accuracy.
4. Regularly monitors and audits the accuracy of all information obtained by Registration staff across the organization to promote quality and identify root cause and analysis.
5. Monitors front end collections for designated areas and ensures goals are being met.
6. Produces reports and provides recommendations concerning improvement in access management to ensure patient information is complete and accurate for billing and clinical purposes.

Registers Patients and Performs Related Functions

1. Hands on knowledge of registration process.
2. Communicates effectively with patient to assist in access to care.
3. Collects all current insurance information and verifies eligibility at time of service.
4. Informs patient of any copay amounts and collects according to services rendered.
5. Obtains all necessary patient consents and authorizations in a complete and timely manner.
6. Answers telephone and other incoming communications in a timely and customer-service oriented manner.
7. Replies to inquiries, patient needs and other parties in a clear and timely manner.
8. Assists patients with insurance and coverage needs as required for visit.
9. Communicates to Financial Assistance any need for follow up with patient prior to services rendered.
10. Effectively communicates with the patient to ensure all aspects of the patient account are completed accurately.
11. Assists with the registration of patient within the system as needed

Leadership Capabilities

1. Budget management: prepares department budget
2. Decisiveness: displays an appropriate bias for action, mindful problem definition and calculated risks, determines when data is sufficient for decision-making and moves forward, seeks “win-win” outcomes
3. Leading others: has a plan and clear expectations. Involves and delegates appropriately. Holds associates accountable and confronts problem behavior or unsatisfactory performance promptly and fairly. Assures that recognition and rewards are linked to quality actions
4. Managing relationships: maintains constructive “key stakeholder” relationships; confronts issues without alienating others; uses collegial approach, and positive personal influence to achieve cooperation
5. Operational plan: demonstrates knowledge and skills necessary to develop and implement operational plan
6. Results-oriented: demonstrates perseverance and focus in the face of obstacles; takes responsibility and moves forward; is timely and comprehensive in follow-through and achievement
7. Style flexibility: can be both firm and compassionate; can lead and let others lead; is self-confident, but demonstrates appropriate humility; aware of personal impact and effectively adapts to different circumstances
8. Completes all annual evaluations on or before the due date

Organizational Expectations:

· Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift

· HIPAA: facilitates to maintain patient confidentiality

· Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect

· Interpersonal relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.

· Safety: Practices workplace safety daily

Employee Engagement:

· Actively participates in all hospital Service Excellence initiatives and trainings

· Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes

· Completes all required annual education on or before the due date

Knowledge Skills and Abilities: Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job.

· Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers

· Ability to effectively manage considerable mental stress

· Ability to express or exchange ideas by means of the spoken word

· Ability to receive detailed information through oral communication

· Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner

· Familiarity with computer and other business machines

Qualifications:

Associate's degree preferred, knowledge of office functions and processes and strong customer service skills.

Healthcare leadership experience required, patient access or revenue cycle experience preferred.

Equal Opportunity Employer

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For further information, please review the Know Your Rights notice from the Department of Labor.