Patient Access Manager

Job Description

The Manager of Patient Access is responsible for a variety of duties related to the management and operations of the Patient Access/Admissions Department including but not limited to patient registration, scheduling, insurance authorization and precertification, and front-end collections. Relies on extensive experience and judgment to accomplish responsibilities. A wide degree of creativity and latitude is expected and leads and directs the work of others.

Qualifications

Bachelor's Degree 3 years supervisory experience OR 4 years professional-level experience/6 years paraprofessional experience (in lieu of degree) 3 years supervisory experience OR Master's Degree 2 years supervisory experience. Supervisory experience must be in patient registry.

Responsibilities

People: This will have been satisfactorily performed when…

• All new team members are selected using the approved team-staffed, behavioral-based interviewing process, attend general orientations, and are provided department orientation, culture assimilation assistance/Onboarding, and Initial Competency -Checklist timely.
• A comprehensive team member communication and engagement plan is developed and followed, incorporating at minimum rounding on all shifts, regular staff meetings, staff involvement in planning and quality improvement activities recognition events performance and career coaching cascade learning from hospital leadership meetings, and bulletin boards.
• Team Culture effectiveness is assessed at least annually and compared to high performance benchmarks, action plans are developed, PDCA follow-through is documented, and measurable improvement is achieved.
• Disruptive Behavior that can degrade a culture of respect and safety are identified, reported, and effective corrective action is taken timely.

Service: This will have been satisfactorily performed when…

• Team member satisfaction scores for areas of responsibility minimally achieve 75th percentile, ideally 90th percentile. Minute surveys for areas of responsibility reflect consistent pattern of employee satisfaction, with any concerns followed up on timely.
• Standards of Performance for all required forms of rounding are consistently met.
• Clear channels of communication are available for staff at all times.
• Patient Access services that allow for information update, financial screening, insurance verification, and payment arrangements prior to services that manages potential financial risk for the organization are designed and implemented.

Quality/Safety: This will have been satisfactorily performed when…

• Core measure goals/quality indicators are consistently achieved in areas of responsibility.
• Performance data elements of concern, incidents/sentinel events, new regulatory requirements, new technology, medical advances, low volume/high risk procedures, etc. are systematically reviewed, staff competency training is regularly planned and delivered to 100% of staff (ideally in actual patient situations) considering the special attributes of patient populations served (if applicable), and the impact of the training is tracked.
• Regulatory agency surveys and mock surveys reveal no deficiencies to their standards.
• Monthly registration quality reports are monitored, and results communicated to team members as needed to improve quality.
• Monthly key performance indicators are developed and measured for quality to ensure optimal performance of the department.
• Performance trends, issues are identified and actions necessary for improvement are implemented.

Stewardship: This will have been satisfactorily performed when…

• Annual goals, objectives, and action plans reflect and actualize FMOLHS and SFMC strategic and annual plans, initiatives and challenges.
• Annual budget and budget performance achieve SFMC staffing and supply utilization/inventory benchmarks/standards.
• All contributions of areas of responsibility to patient throughput are identified, quantified, and benchmarked, with action plans to optimize developed, approved, implemented, and made subject to regular PDCA review.
• Department operational policies and procedures for areas of responsibility are reviewed annually and updated as needed.
• Creatively seeks new opportunities within Patient Access and partner with other departments to increase productivity without increasing costs.
• Keeps abreast new developments and regulations related to Patient Access and hospital operations.

Growth: This will have been satisfactorily performed when…

• Market share for revenue services is monitored, environmental assessments and critical factor analyses are conducted, and plans for market share growth are developed, approved, implemented, and made subject to regular PDCA process review.
• Opportunities for SFMC to enhance community health, wellbeing, security, wealth and/or productivity within the precepts and resources of its ministry are sought through a significant personal commitment of this incumbent to reaching out and engaging in health-related community events, service organizations, etc. When practical opportunities are identified, incumbent follows through with discussions, proposals/business plans, etc., to assure that opportunity is given due consideration.
• Meets with physician offices regularly to ensure physician satisfaction with St. Francis Medical Center services.

Other Duties as Assigned: This will have been satisfactorily performed when…

• Other duties as assigned are completed.
• Assistance with various projects and committees is provided as needed.