Centralized Check-In Manager (Manager, Patient Access Svcs)

Oregon Health & Science University • Portland, OR

83d

About The Position

The Centralized Check-In Department is responsible for signing in, checking in, and admitting patients for their procedures and/or appointments at the Center for Health and Healing 2, Beaverton and Orenco campuses as well as any new locations identified across the OHSU Health system in the future. The Centralized Check-In department is also responsible for kicking off the patient’s event tracking and signaling so all care teams within the campus know where the patient is at in their care. Prior to signing in a patient, the Centralized Check-In department is responsible for helping to resolve any critical properly prepared patient items that have not yet been completed. Lastly, the Centralized Check-In department is responsible for greeting patients on specified floors within the campus to ensure patients are in the right place for their initial/next episode of care. The purpose of this position is to support the OHSU’s mission of providing high-quality, compassionate, and respectful health care to our patients. The Centralized Check-In Manager is responsible for the oversight, leadership, and direction of all staff performing Centralized Check-In and greeter functions at the Center for Health and Healing, Beaverton, and Orenco campuses, as well as any new OHSU Health locations identified in the future. These functions include ensuring all critical properly prepared patient components are completed, signing in/checking in/admitting patients for their procedures and/or appointments, kicking off the patient’s event tracking and signaling, and greeting patients on floors to ensure they are in the right location for their care.

Requirements

• Bachelor’s Degree in healthcare administration, healthcare management, business administration or related field; OR equivalent combination of education and experience.
• 2 years management/supervisory experience in a healthcare setting.
• 4 years of experience in a complex, multifaceted healthcare setting; experience should include exposure to ambulatory and ancillary workflows, as well as hospital and professional billing.
• Demonstrated knowledge of health insurance, Medicaid/Medicare, and associated registration, billing, and registration requirements.
• Demonstrated effectiveness in personnel management, including hiring, work assignments, performance assessment, counseling, and adherence to the terms of bargained contracts, discipline, and dismissal.
• Exceptional leadership and customer service experience and skills.
• Effective communicator in both oral and written avenues and be comfortable addressing performance deficiencies with staff.
• Demonstrated record of reliable attendance, punctuality and proven successful performance at past and present employers.
• Computer skills including Word, PowerPoint, Windows applications, and use of database software, Excel, Visio, etc.
• Strong budgetary, data analytic and process improvement skills with the ability to make complex decisions.
• Outcomes driven and has the ability to achieve results in a timely manner.

Nice To Haves

• Bachelor’s or Master’s degree in related field.
• 5 years of management/supervisory experience in a healthcare setting.
• Experience using EPIC ADT, Prelude, and Cadence software.
• Certified Healthcare Access Management (CHAM).

Responsibilities

• Complete supervision of Centralized Check-In staff at the Center for Health and Healing and Beaverton campuses including interviewing, hiring, training, and orientation.
• Assign and prioritize department work expectations.
• Monitor daily workload to adjust work assignments to ensure all areas of responsibility have appropriate coverage and activities are completed accurately and timely.
• Adjust staffing and reporting times to maximize personnel resources in order to meet department objectives and exceed customer service performance standards.
• Monitor staff activity for accuracy, competency, customer service skills, effectiveness, conformance to individual performance standards, OHSU core competencies, and compliance with Centralized Check-In Department and OHSU policies and procedures.
• Conduct regular staff meetings.
• Ensure all initial and ongoing training, orientation, staff meeting attendance, and in-service requirements are met.
• Conduct GROW conversations and develop coaching and corrective action plans as needed.
• Build and maintain a work environment that reflects a positive atmosphere, high employee satisfaction and competence, and a strong evidence of teamwork in which diversity is encouraged and honored.
• Encourage staff participation in planning, decision making, and problem solving.
• Recommend changes/initiate performance standards for staff and department to be in alignment with changes to internal and external demands.
• Monitor staff attendance, use of TACS system, and timekeeping practices.
• Identify developmental needs of staff, individually and department-wide, coordinate training and develop in-services to meet these needs.
• Develop standardized and aligned workflows for centralized check-in across the OHSU health system to ensure our patients have a consistent experience.
• Measure quality indicators to ensure that staff provide high quality customer service to both external and internal customers.
• Maintain skills in sign-in, check-in, registration, insurance requirements, real-time eligibility, coverage discovery, payor insurance verification websites, ADT, Cadence, Prelude, and cash collections/reconciliation.
• Monitor department performance in meeting identified goals and standards.
• Communicate directly with patients, OHSU leadership, internal physicians, community physicians, agency staff, insurance representatives, and others who have encountered difficulty in accessing healthcare at OHSU.
• Work collaboratively with PAS Director to develop operational tactics to meet defined strategic goals.
• Responsible for compliance with DNV, CMS, and other regulatory standards.
• Fully accountable to ensure monthly budget targets are met for department.
• Participate in strategic planning, developing short and long-term goals, reviewing ongoing system-wide projects involving check-in and properly prepared patient processes.
• Monitor departmental compliance with government, professional, and internal regulations including DNV, CMS, OHSU Corporate Compliance, and OHSU labor unions.
• Attend monthly Hospital Management meetings, quarterly Clinical Leadership meetings and Ambulatory Care Managers Group meetings.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree