Asst Mgr Patient Access Front Office Hybrid

SUMMARY

The Patient Access Assistant Manager is responsible for supervising staff and coordinating the daily operations of the Patient Access Front Office Administration in support of outpatient hospital services.  This position is responsible for direct oversight of daily operations in accordance with proper staffing, computer based scheduling, daily appointments registration and point of service collections, monitoring incoming demand of referrals and orders, as well as throughput of patients in relation to scheduling and registration. Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries or patient account problems Facilitates regularly scheduled area meetings for subordinate staff. Serves as the primary resource to team members for training, problem resolution, etc.  Demonstrates effective leadership skills and ability to build a strong departmental team. Promotes growth and personal /professional staff development, and acts as a mentor and role model. 

ROLE RESPONSIBILITIES

This position will have specific oversight of outpatient hospital services front office registration employees. Supervisor will ensure top box customer service is taking place, proper registration and financial clearance is secured, and staffing model meets business demands.

Position Specific Role Responsibilities

COORDINATION OF STAFF:
Supervises and determines daily staffing assignments based on planned and unplanned PTO, in collaboration with all Patient Access leaders, across 7 various departments/responsibilities
Ensures that Float Pool staff are adequately trained in cross coverage of various departments and coordinates such training
Ensures all Patient Access departments are adequately staffed through the use of Float staff
Coordinates daily operations in collaboration with other operational leaders

PATIENT SCHEDULING & REGISTRATION:  
Supervises and coordinates scheduling and patient pre-registration/registration for Outpatient Therapy and Diagnostic Services (including satellite areas) in accordance with all medical center policies/procedures and all state/federal regulations.
Ensures that staff are knowledgeable in all aspects of registration and insurance regulations to complete an accurate patient account.  

Oversees Check-in functions for hospital services to ensure an optimal patient family experience, complete and accurate account information and point of service collection of patient liability. 

Sets priorities for the team to ensure task completion and coordinates work activities with other leaders. 

Participates in a variety of managerial activities such as the development, implementation, and enforcement of policies and procedures, and maintains appropriate department files. 

Contributes and engages in change management to effect changes required for improved results.  

Provides guidance and direction to staff to achieve goals and results.  
Provides appropriate development opportunities to ensure staff is competent and continually improving their performance.  
Manages and maintains Front Office process/policy standard work, in accordance with organizational policies and support of daily operations.

HUMAN RESOURCES RELATIONS:  

Responsible for effective daily operations of Check-In, Registration, Point of Service Collections and Referral\Order Management to meet productivity and quality goals. 

Plans daily work, sets priorities for team, implements staffing plan, schedule staff and ensures appropriate staffing level to support provider presence, and reports abnormalities in staffing to manager with proposed solutions of future plan.  

Tracks employee time on the timekeeping system and follows up with staff who are insubordinate of organizational PTO policy.

Ensures compliance with all Human Resource policies and procedures.

Communicates expectations, provides ongoing coaching/feedback, objectively assess employee performance and provide appropriate rewards and recognition.  

Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries.

DEPARTMENT LEADERSHIP MANAGEMENT:
Participates in the selection, interviewing, hiring, orientation process with the Patient Access Manager in all phases of the performance management process (establishing performance standards, development ongoing feedback/coaching, ment