Pre Arrival Services Manager

Oklahoma Arthritis Center (OAC) is an Equal Employment Opportunity employer and considers all applicants without regard to race, religion, color, sex, national origin, age, disability, veteran status, or any other legally protected status.

Job Summary:

Oversees the daily pre-arrival operations of all OAC locations and centralized corporate teams.  Pre-Arrival services includes front desk operations, scheduling, new patient coordination, clinic and infusion financial coordination, insurance verification and pre-certification.  Responsible for hiring decisions, training, performance evaluations, and disciplinary action as necessary. Responsible for overseeing workflow, updating policies and procedures, and ensuring the departments success.

Essential Functions:

• Lead and oversee pre-arrival functions at all OAC locations
• Lead the pre arrival team in compliance of OAC policies and standard operating procedures
• Train teams in new protocols and standard operating procedures
• Promote a professional image by adhering to the established dress code and ensuring team compliance
• Responsible for the overall supervision and leadership of the department to provide timely, quality, and professional service
• Prepare and deliver metrics to Administration as assigned.
• Responsible for neatness of work area
• Be productive when faced with any “down time” during work hours
• Maintain emotional control and diplomacy at all times
• Set the standard for the teams with excellent customer service
• Be available to teams to offer assistance, information, and direction
• Maintain open and positive lines of communication including encouraging cross-team communication and functionality
• Manage, delegate responsibility, and work on multiple projects simultaneously
• Ensure that all patient interactions are handled in a professional and courteous manner.
• Assists in conducting personnel evaluations.
• Assists with interviewing and hiring personnel
• Responsible for overseeing training and onboarding new staff
• Responsible for completing and executing prior authorization reporting: number of Prior Authorizations per month by payer and reason
• Review and update forms used within department
• Partner with IT and software support in updating and evaluating new information systems programs
• Initiates and answers personnel correspondence
• Oversee creation of department training manuals
• Maintain required records and files
• Facilitates and attends required meetings and participates in projects and committees as requested
• Participate in professional development seminars and related training
• Point of contact for all issues and concerns related to the pre-arrival department and staff
• Other duties as assigned by Administration
• Recognize when others are in need of assistance, information or direction and offers to help when able, or find someone who can
• Maintain open and positive lines of communication
• Consistently report to work on time, begin work promptly and perform duties for entire scheduled shift
• Review and update policies and documents as instructed, create new policies and procedures as needed
• Adhere to company policies and procedures
• Demonstrate sensible and efficient use of equipment and supplies by limiting waste, spoilage or damage

Performance Requirements:

Skills:

• Skill in customer service and diffusion of highly intense interactions and situations
• Skill in effectively interacting with patients, visitors, providers, administration and all staff members
• Skill in written and verbal communication
• Skill in computer programs including Microsoft Office suite including Microsoft Excel, Microsoft Word and Microsoft Outlook, and Allscripts Patient Management and Electronic Health Record
• Skill in exercising a high degree of initiative, judgment, discretion and decision-making to achieve organizational goals

Abilities: 

• Ability to assume responsibility and exercise authority over assigned work functions
• Ability to recognize, evaluate, solve problems and correct errors
• Ability to conceptualize work flow, develop plans and implement appropriate actions
• Ability to establish priorities and coordinate work activities

Qualifications:

• A High School Diploma or GED required.
• Bachelor's degree, preferably with course work in Business Administration or Healthcare Administration.
• 5 years of experience with medical insurance, benefits verification, pre-authorization process or a related field
• Knowledge in all pre-arrival job functions
• Knowledge of government and patient assistance programs
• Excellent customer service skills
• Attention to detail
• Analytical and problem solving skills
• Knowledge of Medicare, Medicaid, and third party vendors
• Proficient in Microsoft and able to type 50 words per minute
• EHR system experience
• Office (Outlook, Word, Excel, PowerPoint)

Physical Requirements:

• Ability to work effectively in a fast-paced environment
• Physical ability to sit, perform data entry and view computer screen for long periods at a time
• Occasional exposure to communicable diseases and biohazards
• Daily standing, walking, bending, and maneuvering

Travel:
Travel may be required.

Scheduled Working Hours:
Normal work hours are 8:00 a.m. to 5:00 p.m., Monday through Thursday and 8:00 a.m. to 1:00 p.m. on Fridays. Hours may vary depending upon the needs of the position, department, and clinic.

Other Duties:

Please note this job description is not designed to cover or to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change from time to time, with or without notice.

Equipment Operated:

Standard office equipment including: computers, printers, faxes, copiers, postage machine, etc.