Patient Access Manager

Department: Patient Access

Hours: Fulltime - Day Shift

Description:

Position Overview: Oversees all Patient Access functions including admission/registration, insurance verification, and pre-authorization at Floyd County Medical Center (FCMC) within the Critical Access Hospital, Rural Health Clinic (RHC), and Outpatient Specialty Clinic (OSC). Provides the best possible patient experience by focusing on being compassionate, enthusiastic, and empathetic. Coordinates with other medical center departments and administration to manage key revenue cycle performance expectations and challenges including capturing accurate patient demographic, insurance, and financial information, timely registration of patients, denial prevention, patient flow, patient satisfaction and more. Manages Patient Access personnel.

Duties and Responsibilities

• Drives continuous process improvement and works to ensure optimal revenue cycle efficiency and accuracy.
• Collaborates with the RHC Director to ensure efficient registration process and workflows for the ambulatory registration staff.
• Collaborate with the Billing and Revenue Cycle teams to reduce claim denials and improve upfront collections.
• Develops and implements policies, procedures, and personnel training practices to guide and support the Patient Access function of the medical center and to ensure a Patient Access function that will minimize patient safety, customer service, patient billing, and revenue issues.
• Leads and influences a collaborative team culture with a high level of employee engagement and satisfaction. Supports open communication, trust, and transparency within the team.
• Facilitates a culture of exceptional customer service.
• Stays abreast of regulatory requirements and compliance changes ensure timely staff education. Maintain up-to-date knowledge of insurance guidelines, including Medicare, Medicaid, and commercial payers.
• Conducts quality improvement (QI) studies and ensure quality review measurements are in place.
• Partners with Human Resources (HR) in the areas of employee relations, performance management, hiring, job class promotions, and training. Works with HR to maintain job descriptions for each Patient Access position. Conducts performance evaluations according to HR guidelines.
• Develops staff work schedules and maintains adequate staffing levels of the Patient Access Department. Reviews timecards and prepares them for payroll.
• Actively seeks ways to control costs without compromising the quality of the patient experience.
• Develops and works within department budget, follows procedures on submitting capital requests to Accounting/Finance Department.
• Monitors key performance indicators (KPIs) such as point-of-service collections, registration accuracy, and insurance verification success rates.
• Performs patient registration function when needed to keep patient wait times to a minimum.
• Ensures the Revenue Cycle leadership is informed of any unusual and/or significant issues that may affect patient satisfaction, timeliness of services, reimbursement, or general patient flow.
• May require an occasional evening or weekend for system updates, training, or operational needs.

Minimum Education and/or Experience Required:

• Bachelor’s degree in business or related field preferred.
• Previous leadership/supervisor experience preferred.
• Minimum of three years’ experience working in a revenue cycle, business services, or healthcare environment.

Additional Qualifications:

• Extensive knowledge of all Patient Access functions preferred.
• Knowledge of ICD 10-CM and CPT coding guidelines preferred.
• Medical terminology course completion or previous work experience utilizing medical terminology required.
• Must have practical knowledge of common office software applications including Microsoft Windows, Outlook, Excel, Word, Edge, etc.
• Able to read, write, comprehend, and speak English.
• Able to work flexible hours.
• Excellent customer service skills.
• Ability to communicate effectively.
• Demonstrated excellent interpersonal skills (listening, non-verbal communication, tone, empathy).
• Ability to multi-task and prioritize.
• Excellent computer and typing skills and accurate data entry.
• Organization and attention to detail required.
• Ability to work independently.
• Must be able to interact with fellow employees in a way that promotes a harmonious and cooperative working environment.

Licensure/Certification Required:

• Certification in Healthcare Access Management (CHAM) or Certified Revenue Cycle Representative (CRCR) preferred.

Physical/Cognitive Requirements:

• Able to speak clearly and distinctly with staff, patients, and families.
• Able to hear to converse with others on the phone.
• Demonstrates adequate vision to prepare and read documents accurately.
• Demonstrates adequate stamina to deal with stressful situations and to complete the necessary work schedule.
• Possess fine motor skills and hand-eye coordination to manage office equipment.
• Able to use a computer frequently for extended periods of time.

• Sit: Constant
• Stand: Frequent
• Walk: Frequent
• Lift:
  • 10 pounds Frequent
  • 25 pounds: Occasionally
  • 50 pounds*: Never
  • 75 pounds*: Never
  • Greater than 100 pounds*: Never
• Carry:
  • 10 pounds: Frequent
  • 25 pounds: Occasionally
  • 50 pounds*: Never
  • 75 pounds*: Never
  • Greater than 100 pounds*: Never
• Push/Pull:
  • 10 pounds: Frequent
  • 25 pounds: Occasionally
  • 50 pounds*: Occasionally
  • 75 pounds*: Occasionally
  • Greater than 100 pounds*: Occasionally
• Squat/Kneel/Crouch: Frequent
• Climb: Occasionally
• Balance: Occasionally
• Twist: Frequent
• Bend/Stoop: Occasionally
• Crawl: Occasionally
• Grasp/Grip: Occasionally
• Talk: Constant
• Hear: Constant
• See: Constant

• Anything greater than 50 pounds- assist of two or more, or mechanical lift are required.

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environmental Factors:

• May be exposed to communicable diseases due to working in a health care environment.
• Works in a well-illuminated climate-controlled environment.
• Moderate noise level when machines/equipment in use but typically quiet environment.

Organizational Relationships:

Reports to: Director of Patient Financial Services / Revenue Cycle Coordinator

Employees supervised: Patient Access Supervisor and Patient Access Clerks 1, 2, & 3