Patient Access Services Operations Manager

POSITION SUMMARY

Relocation assistance: Up to $15,000

Pay Range: $78,582.40/yr.  to $122,803.20/yr

Provides operational oversight and management of patient access services which includes 24x7 staffing coverage of registration and patient check-in activities, department hiring and terminations, insurance verification, financial services, and other related activities. Works closely with the Director of Patient Access Services to lead the development and implementation of budget initiatives and requirements. Works closely with supervisors and front-line staff to ensure efficient and accurate patient access processes, while also prioritizing patient satisfaction, safety and quality of care. Leads the development and implementation of policies and procedures that streamline patient access workflows, while ensuring compliance with regulatory requirements. Develops and maintains a positive work environment that promotes HMC values.

Job Duties & Responsibilities

Function Management: Manages daily operations of assigned departments/functions. Functional management responsibilities include, but are not limited to:

• Manages patient access functions to ensure consistent delivery of high-quality patient access services. Oversees 24/7 patient registration services, ambulance arrivals and bed transfers/reservations, centralized scheduling and check-in services, insurance verification, and related operations to ensure compliance and patient satisfaction. Ensures appropriate levels of staffing and support to maintain operations.
• Manages the patient financial clearance process, which includes financial assistance, cash collections, denials, verification, prior authorizations, notice of admissions and determination of eligibility for Medicaid or other assistance programs. Ensures patients receive financial counseling and education regarding their healthcare benefits, financial responsibilities, and options. Supervises cash handling and management within the Admitting department, ensuring accurate counts and submissions. Manages the denials review process in collaboration with the Insurance Verification team; works alongside clinics and HPCs to reduce denial rate.
• Makes rounds daily to ensure department is functioning smoothly and assist with issues as needed.
• Responsible for oversight of hospital PBX switchboard operations and ensures staffing needs are met.
• Ensures Epic work queues are managed for all Admitting and Insurance Verification staff and that prompt and accurate follow-up is completed as needed.
• Oversees contracted services to ensure contractual obligations are fulfilled and appropriate service levels are maintained.
• Monitors and manages operational performance. Develops and maintains appropriate department metrics and measures. Monitors and manages patient/customer satisfaction. Actively engages in performance improvement and quality initiatives. Provides timely, accurate reports and communications regarding department operations and performance.
• Builds and maintains effective working relationships. Serves as a liaison across disciplines. Participates as an active member of various committees; leads work groups, projects and committees as assigned.
• Maintains professional skills, subject matter expertise, and awareness of regulatory changes, compliance issues, innovations and developments, through research and training/continuing education opportunities.
• q Ensures regulatory compliance. Maintains programs and records in good order, as required for efficient and effective operations.

People Management: Provides leadership oversight and direct supervision for assigned staff to ensure consistent delivery of high-quality services. Executes leadership and supervision tasks in an accurate, equitable, timely and effective manner to meet service and performance expectations. People management tasks include, but are not limited to:

• Manages employees from selection and hiring through offboarding/separation. Coaches, mentors, and supports supervisors and subordinate staff. Establishes clear expectations and fosters an environment that supports effective communication through effective use of formal and informal discussion, 1:1’s, huddles, and staff meetings.
• Proactively monitors and manages employee satisfaction and engagement, turnover, training and development, and performance. Responds to employee concerns and/or union grievances.
• Acts as the first line of mediation for conflicts between staff and/or patients and staff; addresses difficult situations in a timely and effective manner.

Financial Management: Leads department financial processes and related activities. Financial management responsibilities include,