Manager-On Site Patient Access - Catholic Health

The Manager, Patient Access will be responsible for providing strategic direction and oversight to the SCH Patient Access organization. The role will coordinate management activities related to onsite Patient Access, including scheduling and pre-registration, registration and patient arrival, admitting, insurance verification, cashiering, and on-site financial counseling. The Manager, Patient Access will monitor overall quality and performance metrics, and enforce organization-wide policy and procedures. The role will collaborate with various corporate revenue cycle departments, including Financial Clearance Center, Billing, Revenue Integrity, Central Referral Office, and others to coordinate efforts to standardize workflows. The position will identify and implement initiatives aimed to improve staff core competencies, and enhance touchpoints throughout the revenue cycle to enrich the patient experience.

POSITION REQUIREMENTS AND QUALIFICATIONS:

Education: 

Bachelor’s degree in Business, Finance, Healthcare or a related field preferred.

Experience:

Minimum of 5 years of experience in Revenue Cycle Management or Patient Access Services, with at least 3 years of progressive leadership experience.

DUTIES/RESPONSIBILITIES:

Leadership

• Support SCH administrative leadership team by adding value to goals and objectives.
• Responsible for all administrative functions that contribute to the management and execution of SCH Patient Access.
• Work with SCH clinical and administrative executives to support operational priorities.  
• Collaborate with departmental leaders to support short and long-term efficiency initiatives, new service-line opportunities, technology advancements, and other projects.
• Manage, implement, and support system and hospital specific policies and procedures.
• Manage policy implementation and enforcement of Patient Access programs.  
• Identify and implement initiatives aimed at improving the patient experience, highly focused on patient touchpoints and throughput.
• Ensure Patient Access operations result in improved patient experience, internal relationships with key stakeholder (e.g., physician practices, finance leaders, etc.), and employee satisfaction.
• Communicate with Financial Clearance and onsite Patient Access leadership on state-specific regulations and legislation impacting operations.
• Stay abreast of the latest developments, advancements, and trends in Revenue Cycle and Patient Access Services by attending seminars/workshops, and reading professional journals.
• Evaluate and develop appropriate operational controls and processes to accommodate changes.
• Manage the Patient Access department’s ability to arrive patients in a customer friendly and timely manner, ensuring integrity of information used to create accounts for claim submission.
• Participate in assessment, planning and monitoring of the budget activities for areas of responsibility.

People

• Interact effectively in a complex organization by fostering positive relationships with both internal and external stakeholders.
• Motivate Patient Access teams to achieve the highest level of patient experience and meet the organizational goals for customer service.
• Establish excellent working relationships with directors, managers, supervisors, registrars, physicians, nursing, and administrators.
• Lead and develop teams by fostering innovation, collaboration and adherence to the I-Care values of the organization
• Oversees hiring, promotion, salary adjustment, trainings and orientations, and completion of performance appraisals for Patient Access.
• Communicates proactively and positively with the managers and direct supervisors to ensure personal growth in knowledge and skill set.
• Mentor and ensures staff engagement and commitment to strategy, mission and goals.

Process 

• Create, implement and monitor the application of best practice Revenue Cycle standards across the facility in order to minimize revenue leakage and maximize cash flow (e.g. registration, in-house cash collections, price estimates, insurance eligibility verification, patient financial assistance programs, and charge entry/capture).
• Manage the Patient Access staff’s ability to arrive patients in a customer friendly and timely manner, ensuring integrity of information used to create accounts for claim submission.
• Manage the patients financial experience by communicating financial liability, or out-of-pocket costs based on their insurance(s) benefits and hospital procedure.
• Ensures Patient Access activities are complete and efficient to enhance patient throughput across the organization.
• Create, standardize, and implement Patient Access policies, procedures, and workflows as it relates to departmental functions.
• Stay abreast of changes in Medicare, Medicaid and third-party payer reimbursement requirements.
• Maintain knowledge of The Joint Commission and state/federal regulations, laws and guidelines that affect hospital operations and Patient Access functions.
• Monitor workflow dependencies that affect downstream functions, including authorization, financial clearance, charge capture and claims processing.  

Performance Monitoring

• Maintain understanding of the Key Performance Indicators and alignment of training, quality assurance, and patient experience programs to support those KPIs.
• Focus on meeting metrics and proactively identifying areas of opportunity by working collaboratively and professionally.
• Ensures standard practice, compliance, and audit criteria are met by providing education to all relevant personnel regarding appointment scheduling, registration, open referrals, time of service payment posting, insurance verification etc.
• Effectively and proactively communicates and addresses issues that may be impeding performance, including technology or processes.

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate’s qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.