Manager of Patient Access Services

POSITION SUMMARY:

Under general direction of the director, develops departmental policy; is responsible for the billing, collection, financial counseling, cashiering process; manages and coordinates resources and activities of teams to ensure departmental goals are met; performs trend analysis and produces reports; identifies and resolves problems, for the purpose of achieving the departmental goal of ensuring maximum revenue and a cash flow benefit to the hospital.

Position: Manager of Patient Access Services

Department: Ambulatory

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Provides leadership, vision and management expertise in guiding daily operations of the department
• Creates and promotes a "customer service" oriented work environment with staff
• Reviews operations and uses statistics/metrics to determine overall performance and effectiveness, team performance and error rates, deficits in systems, etc. Communicates those metrics to the organization.
• Reviews and modifies work design to reach desired outcomes
• Reviews and responds to financial data for department
• Understands the role of Patient Access within the organization as a whole
• Reviews, updates and implements policies and procedures as it relates to the functions of the registration process
• Establishes and maintains work performance standards and monitoring tools for consistent measurement of outcomes
• Engages in and supports Revenue Partners training development and implementation
• Oversees activities to ensure goals and objectives are met by specified target dates
• Role models appropriate problem solving, communication and professional standards for all staff
• Ensures that all processes support patient safety
• Develops, under the guidance of the Director, programs, policies, processes and procedures to carry out strategies for achieving short and long-term goals. Reviews, updates and implements policies and procedures as it relates to the functions of the registration process
• Documents processes in standardized manual between inpatient, outpatient and financial counseling areas and recommends changes in policies, processes and procedures in response to operational needs and to ensure continuous quality improvement.
• Consistently manages all team activities so that quality registration, billing, collecting and financial counseling services are provided in an efficient and effective manner, meeting all applicable federal, state, and third-party payer guidelines and regulations. Oversees activities to ensure goals and objectives are met by specified target dates or investigates alternatives and suggests adjustments as necessary.
• Develops and maintains productivity measurements and adjusts resources to meet hospital and departmental standards, as requested by the Director.
• Demonstrates ability to implement problem-solving mechanisms in routine and emergency situations and to initiate and implement changes in systems and procedures as required.
• Responsible for effective human resource management within the Patient Access Management Department to achieve quality registration, billing, collection, financial counseling services and positive employee relations. Develops and mentors employees.
• Consistently and fairly interprets and enforces human resource policies as observed by the Director.
• Maintains effective and appropriate staffing as evidenced by on-going budgetary analysis.
• Selects qualified employees for employment according to Human Resource policy and employee relations laws and guidelines.
• Conducts employee disciplinary procedures up to and including termination with appropriate documentation according to Human Resources policy and employee relations laws and guidelines.
• Monitors employee turnover, overtime and absenteeism for department and provides justification as requested by the Director.
• Responsible for effective fiscal management of departmental operations to ensure proper utilization of departmental financial resources.
• Develops departmental budget within designated deadlines according to budgetary procedures.
• Investigates and suggests alternatives to the established budget depending on shifting demands of resources.
• Utilizes financial resources within established budget.
• Effects unanticipated cost savings or revenue generation through innovative methods within inpatient area.
• Maintains an adequate inventory of supplies and equipment as appropriate to meet the demands of the teams as demonstrated by departmental standards.
• Analyzes data and produces a variety of reports to determine whether goals are being met by the respective teams and the overall effectiveness of the unit.
• Collects accurate and timely information and creates reports that highlight activity trends in the unit such as receivable trends and the relationship between the census, bed occupancy, discharge and billing activity. Analyzes trends and interprets results.
• Identifies reports and resolves issue relating to the Hospital I.S. systems.
• Reviews operations and uses statistics to determine overall performance, team performance and error rates, deficits in systems, etc.
• Prepares ad hoc and standard reports to communicate and interpret results of analysis for use by the Director in problem-solving. Recommends solutions to problems using existing resources in compliance with budgetary constraints.
• Acts as resource person on changes in billing regulations and systems procedures and provides technical expertise in the Patient Management system.
• Assists supervisors in identifying problems and formulating solutions by providing a global perspective of systems and operations and through knowledge of third-party payers, etc.
• Interprets regulations and guidelines as required.
• Has a secondary area of proficiency, such a training, Hospital I.S., Human Resources, or electronic billing collection on which to act as a consultant to the department.
• Responsible for communication within the Patient Financial Services area to ensure information is shared for effective operations.
• Communicates organizational mission, goals, and values to employees.
• Confers with supervisors to explain program and individual responsibilities for phases of program and daily operation of department.
• Seeks out, understands, listens and conveys clearly, information as needed in written and verbal forms.
• Holds regularly scheduled staff meetings as demonstrated by minutes submitted to Director.
• Investigates and responds appropriately to all complaints and takes effective corrective action when necessary.
• Demonstrates ability to identify and resolve interpersonal or professional conflicts when dealing with members of the organization.
• Consistently demonstrates tact, courtesy and a positive attitude in communication and interaction with other employees, third-party payer representatives, physicians and patients. At all times presents the department and the hospital in a positive manner.
• As part of the Fiscal Department Management Team, collaborates with managers, and directors in Patient Financial Services, all related departments, MIS and other departments as necessary to resolve issues and concerns relative to service quality, systems, and billing and collection activities. Represents the department on committees.
• Meets routinely with managers within BMC from Admitting and Medical Records to review preprocessing and missing element reports and resolve problems.
• Communicates information to Vice President of Finance and managers within and outside the department in written and verbal forms to promote understanding of operations and resolve problems.
• Represents the department at meetings and on committees participates in the decision and policy-making process on hospital-wide issues, particularly those which relate to billing and collecting, as assigned.
• Ensures accounts collector, counselor, cashier and supervisors are appropriately trained.
• Develops training materials and seminars independently and in conjunction with the Training and Development Department. Participates in the establishment of training modules and competencies for the accounts specialists and supervisors.
• Performs a training needs analysis annually to target continuing training needs for Director's review. Participates in employee training.
• Ensures on-going training for employees including orientation and in-services according to hospital policy and employee and organizational needs.
• Responsible for professional development to ensure appropriate knowledge of systems and advances in the administration of billing and collection activities.
• Attends seminars and reads reports and publications issued by regulatory agencies, third-party payers, etc., to maintain and display appropriate knowledge of developments to the regulatory environment and billing and collecting activities.
• Attends and participates in hospital management courses as scheduled by the Director.
• Identifies personal and professional areas for improvement and actively seeks out ways to meet developmental needs.
• Utilizes hospital's Core Values as the basis for decision making and to facilitate the division's hospital mission.
• Follows established hospital infection control and safety procedures.

JOB REQUIREEMNTS

EDUCATION:

Work requires knowledge of accounting, finance, and business management; and ability to prepare clear and comprehensive oral and written communications at a level generally acquired through completion of a Bachelor's degree in accounting, business or financial management or related field required, MBA preferred.

EXPERIENCE:

Work requires an extensive knowledge of policies, procedures, systems and equipment relating to pre-admission, registration, billing and collection; of regulations and guidelines pertaining to third-party payers and self-payers; of personal computer software spreadsheet programs; of supervisory techniques and performance management at a level generally acquired through five to seven years' experience of which (5) must have been in a supervisory capacity.

KNOWLEDGE AND SKILLS:

Work requires the ability to develop policies, procedures, processes and programs; to maintain a budget and monitor expenditures in compliance with budgetary guidelines; to analyze data and interpret statistics; to create a variety of narrative, statistical, and budgetary reports, including trend analysis; to identify and resolve problems; and to interpret guidelines and regulations

Work requires interpersonal skills necessary to provide leadership in team building endeavors; to collaborate with other managers and directors in support of hospital and departmental goals and objectives; to establish and maintain effective, cooperative working relationships with employees and managers; to act as a liaison to third-party representatives and represent the hospital's interests while negotiating and obtaining contracts; and to train employees.

Equal Opportunity Employer/Disabled/Veterans

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