Manager , PAS Operations - Patient Access Services

Management Accountability

Management accountability and responsibility for interventions and activities that will be effective and appropriate to further enable the capability of the departments. Assigned functional areas may include Scheduling, Pre-registration, Registration, Bed Management, Insurance Verification, and Financial Counseling in support of patient satisfaction and revenue enhancement. Accountable for ensuring performance of the departments in accordance with goals and stewardship responsibilities. Communicates key management decisions and informs department leadership of issues affecting department performance effectiveness. Facilitates development of and adjustments to work plans, work processes, budgets, staffing levels, and other resources needed to deliver services that meet expectations of the departments. Facilitates change to advance the organization and uses resources and operational practices to drive execution of plans. Ensures that policies, procedures and practices are followed to support a safety culture, evidence based care, high reliability, performance improvement and transparency. Accountable for a positive organizational culture in decision making and performance management to influence work attitudes and enhance job satisfaction. Key liaison between the leadership teams and staff of the health care facility and programs.

Responsibilities

Review daily, weekly and monthly staff quality and production reports to ensure all areas of operations are performing at the best practice levels and adjust accordingly.

Conduct daily rounding, regular one-on-one meetings with all direct reports, and regular unit meetings to identify and resolve any issues.

Ensure staff complete work with a sense of accountability and ownership, as relates to their work area assignments by closely monitoring department metrics related to productivity and quality.

Serves as liaison to core services for financial clearance, training, quality assurance, analytics and performance improvement.

Maintain a thorough understanding of all core registration processes, point of service collections, financial assistance, Medicare and Medicaid program benefits, insurance requirements and payer authorizations to ensure that all financial clearance requirements have been met.

Demonstrates an extensive and functional knowledge of all systems and software utilized within Patient Access.

Provide constant communication with key leadership regarding quality monitoring results, any identified and/or recommended training needs and deficiencies, and to collaborate on strategies for meeting and exceeding customer expectations.

Audit accounts to ensure all quality assurance standards are met including demographic, insurance payor information and signatures are acquired for consents and documented correctly.

Provide coaching/education training to direct reports with the assistance from the Training & Education Department.

Monitors and ensure adherence to policies and procedures through systematic review or audits.

Ensures effective operations and support for compliance with applicable governing, regulating and accrediting bodies, licensure, laws and regulations.

Demonstrates a commitment to customer service by providing responsive and effective support, developing solid working relationships with end user customers, and delivering high quality, value-added services.

Develops and maintains a culture that promotes service excellence and employee empowerment to act in the best interest of those directly caring for our patients.

Monitors performance to service level commitments taking corrective action as needed and continually seeking new approaches to optimize delivery of services.

Facilitates positive relationships and communications between departments and key stakeholders, through various means, such as conducting and attending meetings, rounding, having one-to-one communications, and generally being visible and accessible to colleagues and staff.

Plan and manage cost effective use of staff and resources in meeting organizational needs and services.

Evaluate and continuously improve service delivery through data collection, planning and implementation to meet organizational needs.

Demonstrates strong independent judgment and analytical skills to recommend improvements/changes in process.

Considers/explores new and creative options to further improve areas of accountability in keeping with strategies and goals.

With the assistance of assigned financial staff, reviews periodic financial statements and reports, and makes changes in resource allocation, spending, and other relevant business activity, to ensure the financial viability and budget compliance.

Supports and adheres to the financial controls and related policies and procedures and ensures that administrative and business activities are conducted in support of operational excellence.

With the support of and in coordination with the Human Resources and Organization Development function, maintains positive personnel relations and strives to be an employer of choice by ensuring that employee questions and concerns are addressed responsively.

Ensures compliance with laws and regulations and adherence to HR/OD policies and procedures.

Ensures that performance management programs are effectively administered and individuals receive on-going feedback and coaching on job performance, competencies, values-based behaviors and developmental needs.

Ensures that policies and procedures regarding corporate compliance and privacy of patient and employee information are observed.

Exercises due diligence in activities with legal risks, and uses the services of the Office of General Counsel as appropriate.

Personally models professional confidentiality and discretion in all communications and exchanges of information.

Employ methods of change management to advance the organization by using tools, business processes, budget allocations and operational practices to significantly reshape ECU Health.

Accountable for a positive organizational culture in conducting business, decision making and performance management to influence work attitudes and enhance job satisfaction.

Responsible for the selection, engagement, and development of Staff, inclusive of performance management, professional development, formation, and succession planning.

Minimum Requirements

4 year degree preferred or higher.

5+ years of leadership experience in PAS or related field required.

Other Information

Primarily day shift, Monday - Friday, 0800 to 1700. However after-hours, including weekend and holiday coverage may be needed to ensure adequate staffing to meet project and high patient volume needs.

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.

The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children's Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant's qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.