Manager Patient Access Service

About the role

The Manager Patient Access Services position is responsible for the daily management of the staff and operations for one or more of the following areas of Patient Access Services: scheduling, pre-registration, insurance verification, emergency department registration, hospital registration, inpatient admission, financial counseling, admission/discharge, transfer and bed control process to optimize patient flow.

Responsibilities

The manager position responsibilities include managing the daily work activities of the work unit/department staff, ensuring quality, productivity, functional excellence and efficiency while assisting management in accomplishing strategic and operational objectives.

• Provides guidance to staff and is responsible for staffing, budget compliance, contributing to staffing decisions such as hiring and terminating employment, coaching and counseling employees on work related performance, and assisting in the development and implementation of policies and procedures to ensure a safe and effective work environment.
• Implements training, monitoring and operations initiatives that ensure compliance with ethical and legal business practices and accreditation/regulatory/government regulations.

Requirements

• Bachelor’s degree required or additional four years of experience (in addition to the minimum experience requirements listed below) required in lieu of degree.
• Five years of patient access services or related experience, of which one year must have been in a managerial role in healthcare; may consider HM employee with five years of patient access services or related experience with HM performance that demonstrates leadership responsibility.

Skills and Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations.
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security.
• Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles.
• Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills.
• Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions.
• Ability to work effectively in a fast paced environment and demonstrates flexibility and adaptability in the workplace.
• Computer skills to include proficiency in MS Office and EMR software.
• Functional knowledge of revenue cycle and managed care.

Essential Functions

Performs management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department.

• Provides development and mentoring of staff.
• Meets or exceeds threshold goal for department turnover.
• Develops direct reports to perform these same functions.
• Provides fair and consistent leadership and communication to maintain a competent and engaged employee group.

Quality/Safety Essential Functions

Ensures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines.

• Uses and optimizes information systems to enhance operations; supports entity-specific performance improvement and data management/analysis functions.
• Employs a proactive approach in the optimization of safe outcomes by monitoring and improving the department workflow, using peer-to-peer accountability, and identifying solutions via collaboration.
• Adopts lean principles in driving process improvements.

Finance Essential Functions

Assists in the development of department budget and ensures that the department operates in a cost effective manner.

• Manages/audits department expenses within approved budget parameters, ensuring that the department meets the budgeted/flex revenue and/or expense targets on a monthly and annual basis.
• Develops staffing plans and schedules to meet department needs that reflect understanding of the importance of cost-effectiveness.
• Generates reports and data to support key metrics for Patient Access Services functions.

Growth/Innovation Essential Functions

Identifies and implements innovative solutions for practice or workflow changes to improve department operations or other department-specific measures.

• Supports change initiatives, maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusts effectively to work within new work structures, processes, requirements or cultures.
• Proactively evaluates processes; recommends and implements action plan(s) for change; follows through to ensure effective, sustainable change.
• Participates in the development and implementation of new procedures and the review and revision of existing procedures.