Manager - Emergency Department Registration (Evening Shift)

Stanford Health Care•Stanford, CA

22h•$51 - $66•Onsite

About The Position

This position reports directly to the Sr. Manager of Patient Access Services. The ED Registration Shift Managers share first line responsibility for the 24/7 operation of the ED Registration team. This unit is responsible for the accurate patient identification, data entry, and insurance verification of approximately 55,000 patient visits per year; including 40% of all inpatient admissions to Stanford Hospital and Clinics. The ED Registration Managers plan and manage all Emergency Department patient registration functions, through daily quality assurance, timely performance evaluations, staff education and development, and hiring of personnel. The ED Registration Managers' focus is to ensure effective cash flow/collections, improve customer satisfaction, improve employee satisfaction and maximize reimbursement for hospital services rendered to patients in the Emergency Department setting. The managers also performs budget oversight, and practices exemplary patient and customer relations, interacts positively and enhances collaboration with the ED clinical staff, ancillary departments, and outside agencies.

Requirements

Associate degree or equivalent combination of education and experience.
Five (5) years of experience in healthcare, business or related field, two of which include experience performing the duties of a financial/access role or registrar.
Command a strong knowledge base of access and payer policies and procedures, such as various rules regarding notification, verification, and authorization of patient accounts
Interpersonal Skills: Ability to work collaboratively with a culturally diverse staff and patient/family population, strong customer service skills, demonstrating tact and sensitivity in stressful situations. Protects patient's privacy.
Proficiency in the use of personal computers, spreadsheets, and database management applications, especially specific to healthcare.
Ability and willingness to learn new systems and programs. Experience with hospital information systems/electronic medical records, preferably EPIC
Medical Terminology; Basic knowledge required.
Excellent Oral and Written Communication. Demonstrates articulate and concise oral communication; as well as ability to write clearly and concisely.
Knowledge of government and commercial insurance programs
Broad knowledge of OSHPD (Office of Statewide Health Planning and Development), The Joint Commission (formerly known as JCAHO (Joint Commission on Accreditation of Healthcare Organizations) & HIPAA mandates.

Responsibilities

Provides management/supervision to the ED registration staff
Schedules ED registration for operational shifts, and assigns their daily tasks
Provides 24/7 on-call support for ED registration during rotated weeks and ensures continuous operational throughput of all registration functions
Monitors quality and quantity of work performed using performance tools; and provides feedback to the staff and management team on a regular basis
Performs monthly audits to assure data entered in EPIC is complete and accurate: including Terms and Conditions of Service, Notice of Privacy Practices, Advance Directive Data Sheet, and ED patient questionnaire
Performs quality reviews and provides constructive feedback to staff regarding the quality of work performed
Identifies potential problems and performs Root Cause Analysis to identify and create recommendations and/or enact solutions
Attends required meetings, workshops, and in-service meetings
Serves as a key point-person in the planning, organizing, documenting, and tracking of ED scope projects as assigned
Participates in monthly meetings with Emergency Department physicians, nursing, and business management, and fosters collaborative working relationship with all parties
Ensures the identification of all unknown Doe and Trauma patients and provides effective handoff communication to extended teams when appropriate
Revises, develops, and implements new and existing departmental procedures. Communicates the necessary changes to staff as well as Patient Access Services
Conducts annual performance reviews on a timely basis, and ensures appropriate documentation of contribution and performance level. Provides coaching and counseling of staff.
Monitors, tracks, and evaluates staff productivity and performance and provides summary KPI (key performance indicators) reporting to executive management.
Executes corrective action according to Human Resource's policies and procedures; terminates employees as necessary; recommends salary increases and promotions
Interviews candidates/temps applying for regular and temporary positions. Makes selection for new hire candidates, and ensures the on-boarding process is carried out including new hire orientation and training as needed
Ensures competency assessments are adequate for employee related training/upgrades, along with individual development of staff careers.
Monitors collection of co-payment and deposits in the Emergency Department
Supplements for front-line registration staff as needed and directed
Responds to account inquiries for Patient Financial Services (PFS) and Patient Access Services (PAS) management, as needed. Encourages communication between all other PAS units, as well as other departments within the hospital.
Supports the Mission and Vision, Lean Objectives, and Continuous Improvement efforts of the Hospital Organization and Leadership