Manager-On Site Patient Access

The Manager of On Site Patient Access will provide leadership and oversight of key operational and financial decisions pertaining to enterprise scheduling, pre-registration, and authorization functions.  The Manager is responsible for cross-enterprise collaboration to improve overall operational effectiveness and department performance.  Functions that report to this position include schedulers and pre-registrars, in addition to other related functions as assigned.  The position will identify and monitor key performance indicators and develop policies and procedures that support continued improvement in enterprise scheduling and authorization. The Manager will work closely with patient access, hospital OR and surgical leaders to ensure patients receive timely access to care. 

DUTIES/RESPONSIBILITIES:

Leadership

• Responsible for administrative functions that contribute to the management and execution of scheduling and pre-registration activities.
• Create, implement and standardize policies, procedures and workflows as it relates to departmental functions
• Ensure appropriate operational controls are in place to support the enhancements and are being adhered too. 
• Promote a culture of information sharing, collaboration and teamwork across departmental lines, to identify areas of improved efficiencies for the Health System.
• Ensure the scheduling staff promote service excellence by pre-registering in a customer friendly and timely manner, while ensuring integrity of information used to create accounts.
• Act as a liaison between Centralized Scheduling, Financial Clearance Center, and hospital-based PAS functions for facilities and physician practices.
• Support the onsite Patient Access management transition by analyzing span-of-controls at the department level, providing recommendations that align with the future state Patient Access organizational structure, and supporting transition timelines and activities
• Lead Patient Access denial improvement activities and support development of initiative-specific denial mitigation plans
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People

• Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance
• Responsible for the coordination of staffing needs to support scheduling and pre-registration in compliance with CHSLI policies and procedures.
• Lead and coordinate staff retention efforts, training and management of policies and procedures.
• Manage and oversee staff performance through performance planning, coaching and performance appraisals.
• Provides leadership for management team to include hiring decisions, setting performance expectations, provide feedback, coaching and development, and performance appraisals.
• Motivate Scheduling team to achieve the highest level of customer satisfaction and meet the organizational goals for customer service and financial performance.
• Conduct annual performance appraisals in accordance with established Health System policy.

Process

• Oversee that all activities are complete and efficient to enhance patient throughput across the system, including scheduling and pre-registration compliance rates.
• Establish best practice workflows to initial authorization submission.
• Oversee Epic work queue management; ensuring cases are being assigned as expected, identifying potential systemic areas of improvement, prioritizing risks and escalating issues accordingly.
• Meet with FCC and Patient Access to verify that all normal business operations are occurring timely, accurately, and the outcome is effective and aligned to maximize operational and financial performance.
• 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 impact Financial Clearance functions and Patient Access Services.

Performance Monitoring

• Identify, implement and monitor compliance, as they pertain to key business functions of scheduling, pre-registration, and authorization.
• Ensure that key performance metrics are met on a daily basis.
• Develop and implement KPIs for Centralized Scheduling functions; ensure the implementation of action plans where performance is not meeting expectations; review KPI expectations with corporate/local leadership annually and adjust appropriately; recognize areas of excellence as appropriate
• Communicate and present key performance indicators and process improvement opportunities to the Assistant Vice President of Patient Access, in coordination with communications to hospital leadership.
• Monitor performance to ensure that all accounts contain all patient demographic, financial and clinical information necessary to ensure subsequent clinical and financial clearance.
• Manage the department dashboard and design action plans as issues are identified within the unit.
• Ensure SLA inventory levels are maintained and issues are resolved.
• Work with the FCC leadership to establish monthly performance goals.  Ensure monthly goals are communicated to the Centralized Scheduling staff. 
• Ensure all annual performance appraisals are conducted in accordance with established Health System policy.
• Meet with staff to verify that all normal business operations are occurring timely, accurately, and the outcome is effective and aligned to maximize operational and financial performance.
• Direct the planning and the coordination of all scheduling functions, focusing on pre-registration data points that drive the financial clearance process. 

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.