Patient Access Manager - San Mateo Medical Center (Open & Promotional) - County of San Mateo

At San Mateo Medical Center, we're always seeking ways to enhance the already impressive services we offer. This dedication to excellence is reflected in the exceptional care we provide, and the extraordinary professionals who provide it. Here, you'll have the chance to develop your talents with a skilled team of people who actively support and encourage each other's success. If you're ready to open new doors for your career, join us today.  
 
The San Mateo Medical Center (SMMC), located in the San Francisco Bay Area, is an integrated public healthcare delivery system operating an acute-care hospital and skilled nursing facility in San Mateo and 7 Federally Qualified Health Centers throughout San Mateo County. SMMC is operated by the County of San Mateo and is a division within San Mateo County Health.
 
As the safety net hospital for San Mateo County, the SMMC Center is committed to providing quality medical care to meet the health needs of our diverse patient community. Our commitment is to provide quality care with a compassionate touch and we strive to help you maintain a balance between work and family.
 
The Patient Access Manager reports to the Chief Financial Officer and plans, organizes, directs and coordinates the patient access functions of San Mateo Medical Center (SMMC) and its Clinics, including admissions, pre-registration/registration, pre-authorizations, point-of-service collections, and patient financial clearance for over 8,000 inpatient admissions and 250,000 clinic visits in multiple locations. This position also assists in the development, implementation and evaluation of goals, objectives, standards, systems and processes related to revenue cycle operations; through direct supervision of 3 Patient Access Supervisors and management responsibility for  approximately 22 SMMC Patient Access staff; and indirectly through a matrixed reporting relationship coordinates and supports pre-registration/registration processes/financial clearance/authorizations performance for over 120 staff in the outpatient clinics.
 
In collaboration with various revenue cycle leaders in Revenue Integrity, Patient Financial Services, Health IT, Resource Management, Health Information Management, and various clinical leaders within the Ambulatory Care and Clinical Services departments, the Patient Access Manager will ensure that patient access functions and initiatives align with SMMC's strategic initiatives, with an emphasis on customer service, patient experience and financial stewardship.
 
In 2024, the Patient Access Manager will lead and support various implementation activities of revenue cycle functions for SMMC’s conversion of its electronic health record systems to Epic.  This is an exciting opportunity to demonstrate leadership skills and expertise.
 
 The ideal candidate will possess the following qualifications:

• Minimum 5 years of progressive management or operational experience in a health care environment, preferably within the patient access functional areas.
• Bachelor's Degree in Business, Management, or Healthcare related field preferred.
• Experience with Lean Principles a plus.
• Active membership with National Association for Healthcare Access Management (NAHAM) required within 3 months of hire.
• Certification as a Certified Healthcare Access Manager (CHAM) or similar industry credentials, required within 12 months of hire.
• Must have the ability to travel between several locations.
• Demonstrated success in managing day-to-day operations of a large scale, high volume patient access function for a medical center with an extensive ambulatory network and/or a large hospital/health system.
• Proven track-record in implementing system and process improvements in patient access operations, especially in pre-registration/registration, pre-authorizations, and patient-centered financial clearance processes as well as other domains of intersection with revenue cycle operations.
• Demonstrated success as a transformational change agent, especially in complex health systems.  Easily able to navigate, problem-solve and influence multiple leadership roles/stakeholders across SMMC and its Clinics.
• Ability to establish rapport and cooperation among staff in patient financial services, utilization review, medical records, hospital management, IT, health coverage enrollment assistance and all other departments that impact patient access functions.
• Demonstrated track record of meeting department goals with an emphasis on customer service, patient experience and financial performance.
• In depth knowledge of general business concepts including financial management and accounting principles and practices.
• Ability to build consensus amongst revenue cycle workflow leaders and various clinical and operational leaders to gain buy-in on critical decisions.
• Strong collaboration, communication and interpersonal skills, as well as the ability to balance many demands simultaneously.
• A high level of independence in performance of the role and development of solutions to problems is expected.

The Patient Access Manager will perform the following responsibilities, but not limited to:

• Plan direct, monitor and evaluate the effectiveness of pre-registration, onsite registration, patient financial clearance, authorizations, and point-of-service collections for SMMC's hospital, emergency room and clinic patients.
• Establish, monitor, analyze and report on key performance indicators related to effective patient access processes and SMMC strategic initiatives.
• Manage projects by developing, coordinating and implementing goals, objectives, policies, procedures and priorities related to patient access activities.
• Ensure adequate internal controls and accuracy of the patient admission and registration processes, cash collections and other related patient access functions.
• Assure hospital compliance with Advanced Beneficiary Notification (ABN), Medicare as a Secondary Payer Questionnaires (MSPQ), Advanced Directives, Patient Bill of Rights, charity care policies, medical necessity, observation status and other regulatory guidelines.
• Lead patient access supervisor meetings and implement/monitor standard patient access work across the ambulatory network.
• Follow up on patient grievances that arise from registration and financial coverage issues.
• Train supervisory and clerical subordinates on newly developed systems and processes.
• Maintain an effective working relationship with managers, physicians, fiscal intermediaries and staff in a variety of public and private organizations, including staff in other San Mateo Medical Center divisions, County departments and other health care organizations.
• Analyze, interpret, implement and prepare complex policies, rules, procedures and financial reports; answer questions and provide information to the public.
• Partner with Clinic Managers, Patient Centered Medical Home Manager and Office of Managed Care Manager to support access goals for primary, specialty and dental care in SMMC's ambulatory network.
• Ensures compliance with relevant regulations, standards, and directives from regulatory agencies.
• Prepares and presents performance reports to Senior Leadership, hospital executives, and others as necessary.
• Develops budget and operation plan for areas of responsibility.
• Assist in negotiating contracts with outside vendors, consultants or organizations as needed; and administer, monitor and evaluate contracts.
• Develops and manages an ongoing internal program ensuring exceptional patient service and satisfaction.
• Practice and adhere to SMMC's "Service Commitments".
• Other duties as assigned.