Manager, Access Services

Hackensack Meridian Health•Brick, NJ

12d

About The Position

The Patient Access Manager oversees managerial functions for Patient Access Services in assigned areas or hospitals at Hackensack Meridian Health. Areas include inpatient, emergency department, and outpatient registration; bed planning; concierge services; insurance verification; and point-of-service cash collection. The manager works with supervisors and coordinators to maintain appropriate staffing, foster teamwork, support quality customer service, and ensure workflows meet organizational and revenue-cycle needs. The role focuses on securing reimbursement, improving patient outcomes, preventing denials and bad debt, and maintaining accurate, timely reimbursement through departmental processes and EPIC productivity and quality tools. The manager coordinates and supports integrations with physician offices and hospital departments, and assists with training, implementation, and updates to departmental processes. The position oversees denial management and the daily operation of inpatient registration at Johnson Rehabilitation and Patient Financial Clearance at Shore Rehabilitation Institute. It also involves staff development, recruitment, scheduling, performance management, budgeting, metric reporting, and ensuring compliance with departmental and hospital policies and applicable access and billing requirements.

Requirements

Bachelor's degree or relevant and equivalent HMH experience.
At least 5 years of prior experience in Revenue Cycle Operations.
Advanced knowledge of the health insurance industry, managed care issues, revenue cycle, and hospital IT systems.
Prior registration, insurance verification, and/or specifications experience.
Customer-service orientation.
Excellent written and verbal communication skills.
Proficient computer skills, which may include Microsoft Office and/or Google Suite.

Nice To Haves

Advanced knowledge of Revenue Cycle platforms, including EPIC.
Excellent written and oral communication skills.
Ability to multitask.
Medical terminology knowledge.
Prior registration, insurance verification, and/or specifications experience.
Detail orientation and attention to detail.
Proficiency with Google and/or Microsoft applications.
Excellent analytical and interpersonal skills.
Bilingual ability.

Responsibilities

Oversee daily registration, point-of-service collection, and insurance verification activities to ensure compliance with department standards.
Communicate changes affecting job duties and responsibilities to Patient Access and Concierge team members.
Complete performance appraisals for direct reports with input from the Director.
Develop or review the weekly staffing matrix, report staffing deficits or excesses to the Director, and recommend staffing strategies.
Review the Time and Attendance System, enter staff schedules within the required timeframe, and update team member time cards as needed.
Review inpatient, outpatient, and emergency department registrations for quality, quantity, and timeliness.
Use collaboration tools, trend analysis, and results analysis to support customer-focused process improvement.
Supervise and assist with new employee orientation, reassess existing employees, and raise concerns to the department Director for follow-up.
Control costs without compromising patient safety, quality of care, or service.
Work professionally with Nursing and Ancillary departments to maintain a team approach.
Monitor bed-planning activities and alert appropriate parties to issues affecting bed-placement turnaround times.
Review daily point-of-service cash collection for applicable departments.
Oversee POS and Verification teams, improve current processes, and expand coverage to scheduled patients' points of entry.
Manage access operations to maximize revenue cash flow and ensure facility cashiering follows protocol, including payment posting, change provision, armored-car transactions, and end-of-day reconciliation.
Resolve patient and employee conflicts professionally and take corrective action when immediate intervention is needed.
Work flexible hours to oversee evening and weekend staff issues and provide on-call coverage, alternating weekends with department Supervisors and Coordinator.
Train and educate personnel outside Patient Access Services as needed.
Assist the Director with policy updates and stay current with Access and Billing regulatory rules and processes.
Oversee employee schedules maintained by supervisors.
Manage or assist with recruitment, development, and supervision of team members, and establish objectives tied to departmental or organizational strategic goals.
Track, analyze, and report relevant data and metrics; develop, recommend, or implement actions and process improvements as appropriate.
Participate in developing or managing budgets for assigned areas, monitor financial indicators and performance metrics, and adjust business activities as needed.
Ensure supervisors and the coordinator meet deadlines and adhere to departmental and hospital-wide policies.
Handle team member grievances and complaints, make timely decisions, and uphold administrative decisions positively.
Build and develop teams and ensure excellent customer service and improving patient satisfaction scores.
Fill in for the Director during absences when appropriate and applicable.
Perform other assigned duties or projects and adhere to HMH organizational competencies and standards of behavior.