Manager, Patient Access

Patient Access Manager

Under the general direction of the Director of Patient Access, the Patient Access Manager will supervise, manage, evaluate performance, provide initial training and proficiency, and maintain the daily workflow of all Guest Service Ambassadors and Patient Financial Advisors. To ensure that the goals and objectives of the department are consistent with The Joint Commission, federal, state, and local guidelines, organizational and departmental policies, and procedures. Employees will communicate with medical staff, other departments, and outside agencies while maintaining confidentiality. The position requires self-motivation, creativity, and capabilities to function in a semi-autonomous role within a fast pace and dynamic environment.

Standards of Performance:

1. Ensures all staffing needs are met by preparing employee schedules appropriately and timely. Sends Patient Financial Advisors and Guest Service ambassadors' plans out to staff at least two weeks before the beginning date of the program.
2. Oversees and ensures all new hires are proficiently trained in all Patient Access areas.
3. Responsible for counseling staff appropriately according to the performance corrective counseling protocol.
4. Prepares and performs all information needed to conduct workshops.
5. Perform 90-day and yearly evaluations of Patient Access staff, with the input of the Patient Access Manager.
6. Perform a 7-day orientation checklist for new employees, with the input of the Patient Access Manager.
7. Monitors all collection stats for hospital and satellite offices.
8. Maintained records and followed up on accounts referred to outside collection agencies, courts, and consumer credit counseling services. This includes verifying and updating potential insurance given to us by said agencies and notifying the Business Office when active insurance coverage is found.
9. Respond courteously to patient contact and answer questions on accounts or collections by patients regarding billing or amounts due.
10. Serves in the capacity of liaison for the Patient Access Manager. Attends necessary meetings and functions and fills in for the Patient Access Manager if unavailable.
11. Assists in preparing new processes as they occur, i.e., blood transfusions, extended stays, etc.
12. Oversees the cash drawers in registration areas to ensure each shift has balanced monies.
13. Assists as necessary in any customer service and patient financial activities issues.
14. Runs and works necessary reports regularly, as determined by Patient Access Manager, to ensure the Team's accuracy and no unnecessary halts in the revenue cycle.
15. Assist with preparing and holding monthly Guest Service Ambassador and Patient Financial Advisor meetings.
16. Provides updates and reports to the Patient Access Manager on operation issues, employee relation challenges, and customer service challenges.
17. Monitors employee attendance/call-ins/tardiness and ensures Team Leads complete absentee forms and forward them to appropriate parties within the designated time frame.
18. Interview all prospective Patient Access staff with Patient Access Manager and decide on qualified candidates for open positions.
19. Responsible for accurate data reporting and staff re-education.
20. Performs Financial Counseling and registration for patients presenting for services as needed, following standards outlined in the Patient Financial Advisor job description.
21. Acts as a backup Patient Financial Advisor when needed.
22. Responsible for overseeing all reports run by other team members that are current and accurate.
23. Guest Service Ambassadors, Patient Access Team Leads, and Patient Financial Advisors oversee job descriptions.
24. Maintains knowledge to answer patient inquiries regarding their account/insurance.
25. Perform all work with accuracy, efficiency, quality, and urgency.
26. Act in compliance with established hospital policy and procedure, including the code for releasing information.
27. Cooperate with personnel in other departments.
28. Maintain all equipment in proper working order and comply with procedures for reporting equipment repair.
29. Maintain a neat, orderly work area.
30. Act as an ambassador for the facility by interacting with clients, family members, and staff in a friendly, caring, professional manner.
31. Requires completion of Presumptive Eligibility for Medicaid and Certified Application Counselor for CMS Marketplace.

Requirements:

Minimum Level of Education: Education level equivalent to completion of High School.

Formal Training: Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Will have the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Licensure, Certification, Registration: Will be required to obtain Hometown Health Certifications by the 90-day review and renew annually.

Work Experience: Requires 24 months (2 years) of satisfactory work performance experience as a Patient Financial Advisor. Previous supervisor or team lead experience is preferred. The position requires a comfort level with out-of-pocket collection activities and a thorough understanding of the accuracy needed to capture demographic and third-party payer information. Prefer intermediate computer skills with Microsoft word and excel spreadsheet capabilities. The ability to multi-task easily and meet deadlines is required.

Skills: Must demonstrate through work experience and a working knowledge of effective communication with the public, including accepting both praise and criticism and the ability to turn negative communication into a positive outcome for the public or customer. Must be able to meet and deal with people from all walks of life favorably and communicate positively and objectively with all people. Must demonstrate the ability to develop a work plan and execute the plan through completion in a timely and effective manner. Must demonstrate the ability to be organized and follow through on all tasks.