Patient Access Operational Support/Data

Care New England Health System (CNE) and its member institutions—Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group—is a trusted, integrated health care organization driving medical research, attracting top specialty-trained doctors, and delivering renowned services and innovative programs.

About the role

The Patient Access Operational Support Coordinator/Data Analyst provides day-to-day assistance and support for the operations of Kent Hospital’s Patient Access areas. This role streamlines daily functions, creates training and tip sheets to improve staff registration outcomes, and offers at-the-elbow support. The Coordinator ensures compliance with procedures and policies, manages cash reconciliations, coordinates schedules, maintains attendance payroll records, and addresses staff concerns in management’s absence. They assist with quality checks of registrations, document system issues, and open service tickets for IT support. During high-volume or low-staffing periods, they may assist with registrations and promote a team approach to achieving revenue cycle and CNE hospital goals.

Responsibilities

• Maintain and administer the electronic staffing and scheduling system, ensuring accurate staff schedules, appropriate coverage, and real-time adjustments based on operational demand.
• Respond to system issues impacting registration workflows; troubleshoot and resolve when possible and escalate unresolved issues by submitting and tracking IT support tickets to resolution.
• Analyze operational, registration, and financial data using reports to identify trends, variances, and opportunities for improvement; interpret results and provide actionable summaries to leadership.
• Extract, manipulate, validate, and present data from multiple systems to support departmental decision-making, ensuring accuracy, timeliness, and alignment with management specifications.
• Monitor and review databases used for reporting, staffing, and productivity tracking; ensure data integrity and resolve discrepancies through appropriate follow-up.
• Partner with Revenue Cycle to identify, investigate, and resolve registration errors, denials, and front-end discrepancies; maintain working knowledge of third-party payer requirements and eligibility processes.
• Monitor copay collections and assist in ensuring point-of-service collections meet departmental and organizational expectations.
• Prepare, reconcile, and document daily deposit slips in compliance with Revenue Cycle policies.
• Evaluate operational workflows, identify inefficiencies, and support process improvement initiatives aimed at enhancing registration efficiency, quality, and patient experience.
• Develop process maps, data flow diagrams, gap analyses, and performance reports to support continuous improvement efforts and regulatory compliance.
• Create, maintain, and distribute standard reports; collaborate with leadership to track key performance indicators and departmental goals.
• Provide training, education, and ongoing support to staff on registration systems, workflows, policies, procedures, and payer requirements to ensure compliance and high-quality performance.
• Assist leadership with onboarding and orientation of new employees, including system training and ensuring auditing and competency validation processes are completed.
• Serve as a resource to staff and management by providing guidance, answering questions, and reinforcing best practices in registration and patient access processes.
• Support and actively participate in daily team huddles, providing updates on staffing, system issues, trends, and operational priorities.
• Assist patients and resolve inquiries or concerns related to registration processes, promoting a positive patient experience and satisfaction.
• Review and assess existing policies and procedures; recommend updates or revisions based on regulatory changes, payer requirements, or identified process gaps.
• Maintain and update departmental intranet resources to ensure staff have access to current tools, guidelines, and communications.
• Provide administrative support to departmental leadership, including scheduling coordination, distributing information, and documentation management.
• Perform system testing for upgrades, enhancements, and new implementations to ensure functionality aligns with operational needs.
• Support emergency and high-volume situations by reallocating staff resources appropriately and responding to organizational code alerts as needed.
• Provide direct registration support during staffing shortages or high-demand periods, including reporting to work when coverage cannot be obtained, to ensure continuity of operations.
• Ensure high levels of departmental performance, accuracy, and quality outcomes aligned with organizational goals and compliance standards.
• Perform all other related duties as assigned.

Requirements

• Associate's Degree required.
• Minimum 5 to 7 years of experience in a healthcare or business environment.
• Experience in spreadsheet applications, report writing language, and solid analytical and data aggregation skills.
• Excellent human relations and organizational skills.
• Ability to multi-task in a fast-paced environment and meet deadlines.
• Knowledge of third-party payers and collection policies and procedures.
• Excellent verbal and written communication skills with the ability to collaborate with agencies and internal/external customers.