Manager, Access Services- Patient Engagement Center

Patient Engagement Center Manager

The position is responsible for the daily operations of the Pre-Service functions of the Patient Engagement Center related to the appointment scheduling, eligibility verification, pre-registration, authorization, and financial clearance needs for Practice and Hospital Services. Ensuring staff are executing actions necessary to timely scheduling and authorization/financial clearing meet our patients and provider expectations. Significant attention to daily metrics, ensuring necessary staffing and process modifications are made to ensure key performance indicators for pre-service revenue cycle best practice are met. Management of a high-functioning team, promoting a strong team and patient centered approach for recruitment and retention.

Education:

• Bachelor's Degree, required.

Licensure, Certification & Registration:

• CHAM (or acquired within first 2 years).

Experience:

• 5 - 7 years supervisor experience Hospital, Practice or Patient Billing specific to appointment and service scheduling.
• Revenue Cycle Operation experience including healthcare call center experience with demonstrated patient-centered approach to best practice appointment scheduling process.

Skills, Knowledge & Abilities:

• Demonstrated success in the development of a patient-centered environment; promoting and instilling all actions are to promote the optimal patient experience.
• Revenue Cycle Management to include direct experience with denial prevention including but not limited to third party payer contractual agreements and Practice and Hospital Billing Regulations; review billing edits for long term approach for resolution at time of scheduling.
• Demonstrate critical thinking and ability for successful service recovery.
• Excellent attention to detail and ensuring all procedures are followed for best practice pre-service (revenue cycle) processes; with strong analytical skill to identify process fail points and improvement measurement implementation.
• Ability to think on your feet with solution to immediate patient complaints; focus of service recovery.
• Ability to lead, motivate and inspire team to achieve excellence in best practice revenue cycle principles.
• Understand system integration and optimizing system functionality for efficiency in workflow.
• Ability to create daily, weekly, monthly dashboards for ease of identifying revenue cycle vulnerabilities; create cash targets for point of service collection.
• Multi-tasking in a high stress environment with ability to meet mission critical expectations.

Thank you for your interest in Albany Med Health System! Albany Med Health System is an equal opportunity employer.

This role may require access to information considered sensitive to Albany Med Health System, its patients, affiliates, and partners, including but not limited to HIPAA Protected Health Information and other information regulated by Federal and New York State statutes. Workforce members are expected to ensure that:

Access to information is based on a "need to know" and is the minimum necessary to properly perform assigned duties. Use or disclosure shall not exceed the minimum amount of information needed to accomplish an intended purpose. Reasonable efforts, consistent with Albany Med Health System policies and standards, shall be made to ensure that information is adequately protected from unauthorized access and modification.