Assistant Manager Patient Access Front Office - 40hrs

Connecticut Children's Medical Center•Hartford, CT

About The Position

The Patient Access Assistant Manager supervises staff and coordinates the daily operations of Patient Access Front Office administration in support of outpatient hospital services. The role oversees staffing, computer-based scheduling, appointment registration, point-of-service collections, incoming referrals and orders, and patient throughput. It applies judgment to interpret departmental policies and resolve routine to complex inquiries and patient account problems, facilitates staff meetings, and serves as a resource for training and problem resolution. The assistant manager demonstrates effective leadership, builds a strong team, and supports staff growth and professional development as a mentor and role model. The position directly oversees outpatient hospital front-office registration employees, ensuring quality customer service, accurate registration and financial clearance, and staffing that meets business needs. Responsibilities include coordinating staff assignments and float-pool training; supervising scheduling, pre-registration, registration, check-in, and collections; supporting compliant and accurate account processing; and maintaining standard work and departmental policies. The role also supports hiring, orientation, coaching, performance management, quality reviews, and resolution of registration issues. It monitors financial and productivity results, insurance and referral issues, scheduling utilization, patient throughput, and registration-related denials. The assistant manager collaborates with Patient Access and clinical leaders, Patient Accounts, IT, Financial Clearance, and the One-Call Referral Center to improve processes, systems, revenue-cycle outcomes, and the patient and family experience. The position directly supervises Front Office Patient Access Associates, takes advisement from the Patient Access Manager and/or Director, and carries out duties as directed.

Requirements

4 to 6 years of work experience in patient registration or physician practice experience.
Knowledge of organizational and departmental structure, systems, workflows, and procedures related to patient admissions, registration, insurance, and financial clearance.
Knowledge of healthcare fiscal management concepts, theories, and principles.
Knowledge of state and federal regulations, JCAHO regulations affecting healthcare access services, and patient rights.
Basic knowledge of human resources policies and procedures.
Knowledge of scheduling utilization, tracking, and fill-rate effectiveness.
Working knowledge of the Microsoft Windows operating system.
Intermediate skills in Microsoft Word, Excel, and PowerPoint.
Understanding of electronic healthcare records.
Ability to evaluate operations and procedures, formulate policies, and develop and implement strategies and procedures.
Exceptional interpersonal skills and ability to work effectively with medical center leadership.
Advanced verbal and written communication skills and ability to present to small and large groups.
Employee development and performance management skills.
Ability to use independent judgment and appropriately manage and communicate information to a range of constituents.
Ability to foster a cooperative work environment, organize resources, and establish priorities.
Ability to develop, plan, and implement short- and long-range goals.
Ability to manage employees through appropriate staffing, development, and performance management.
Ability to persuade and influence others and to advance departmental change initiatives.
Ability to make sound decisions considering their impact on the patient and family experience and the revenue cycle.

Nice To Haves

Supervisory experience in a healthcare environment is strongly preferred.
Post-high-school education is preferred.
A related or comparable certification is strongly considered.
Certified HealthCare Access Manager (CHAM) certification through NAHAM is preferred, or the certification is to be obtained within 2 years of hire.

Responsibilities

Supervise Front Office Patient Access Associates and coordinate daily front-office operations for outpatient hospital services.
Plan daily work and staffing assignments, accounting for planned and unplanned PTO and business demands; coordinate staffing across departments with Patient Access leaders.
Ensure Float Pool staff are trained for cross-coverage and coordinate float staffing to meet department needs.
Supervise scheduling, pre-registration, registration, check-in, insurance verification, referral and order management, and point-of-service collections.
Ensure accurate patient and guarantor account information, financial clearance, insurance information, referrals, authorizations, and collection and posting of applicable co-payments.
Promote a positive patient and family experience and ensure registration and financial clearance processes follow organizational policies and applicable regulations.
Set team priorities, coordinate work with other leaders, guide staff, and ensure tasks and productivity and quality goals are met.
Maintain front-office processes, policy standard work, department files, and appropriate policies and procedures.
Participate in staff selection, interviewing, hiring, orientation, and performance management in partnership with the Patient Access Manager.
Communicate expectations, coach and mentor staff, assess performance, provide recognition, and support staff development and teamwork.
Audit registration documentation and outstanding issues, conduct data quality reviews, and arrange follow-up training to improve registration performance.
Investigate insurance coverage and referral issues and manage processes to maximize payment from commercial and managed care plans.
Collaborate with the Financial Clearance Manager to align scheduling and check-in with referral, order, and authorization management.
Track daily metrics, staff productivity, scheduling utilization, fill rates, patient throughput, and point-of-service collection results; report staffing abnormalities and propose solutions.
Work with clinical and department managers to address scheduling utilization and improve fill rates, patient throughput, and revenue.
Collaborate with organizational leaders, Patient Accounts, IT, CCMC/CCSG departments, and the One-Call Referral Center to improve registration processes, systems, and patient and family experience.
Review occurrence-reporting events related to registration and check-in staff and implement action plans.
Maintain and monitor department financial results related to point-of-service and co-payment collections and work toward benchmark targets.
Support registration-related denial reduction and update standard work and processes based on scheduling variances and denials.
Educate staff on team building, problem solving, and conflict resolution; resolve routine issues and seek manager support for more complex issues.
Demonstrate behaviors consistent with CCMC standards, leadership behaviors, mission, values, and goals.