Manager Patient Access Point of Service

Mount Nittany Health•State College, PA

3d•Onsite

About The Position

The Patient Access Manager - Point of Service provides operational leadership and oversight for point of service functions, ensuring accurate and timely registration, insurance verification, and collection of patient liabilities at the time of service. This role focuses on delivering consistent, best practice, patient-centered experience while supporting revenue cycle goals and compliance standards. The manager supervises front-end registration teams, monitors performance, and drives process improvements to enhance efficiency and reduce access barriers. The Manager is accountable for: Operational Planning Implements strategies for point of service workflows, staffing, and resource allocation to meet organizational goals and service standards. Standards and Compliance Maintains policies and procedures for registration and financial clearance at the point of service, ensuring accuracy, accountability, and adherence to payer and regulatory requirements. Team Engagement and Development Fosters a culture of collaboration, courtesy, and continuous improvement through staff education, coaching, and performance feedback. Performance and Financial Metrics Monitors productivity and quality KPIs associated with point of service functions; identifies opportunities for improvement and implements corrective actions. Regulatory and Policy Adherence Ensures compliance with HIPAA, payer guidelines, and internal standards across all point of service activities. Collaboration Partners with clinical, revenue cycle, and administrative teams to streamline workflows and improve patient access and satisfaction. LEADERSHIP VALUES The MNH Leadership Values we are striving to emulate: Respect, appreciation and caring for all-positive outlook Initiative, achievement oriented, drive for excellence and continuous improvement; perseverance and ability to see the big picture Teamwork and support for others; interdependence and commitment to the collective; system success as opposed to individual achievement or credit Open, respectful, candid communication; handles conflicts and differing points of view directly; doesn't shy away from difficult issues or conversations Stewardship of resources and passion for efficiency Ownership of actions and results focused Resilient; adaptable to change; perseveres in the midst of challenges Courage

Requirements

High school diploma or GED required.
Bachelor's degree preferred (preferably in business, healthcare or public administration, management, accounting, finance or a related field)
5 years of health care/patient access experience required
3 years must be management/leadership experience required
Advanced knowledge of scheduling, pre-registration, insurance verification, prior authorization, financial clearance, and registration processes.
Microsoft Word, Excel and PowerPoint experience required.
Statistical reporting experience required.
Expertise in the best practices of patient access workflows.
Demonstrated ability to work under stressful situations.
Functional understanding of health care operations and physician practices.
Leadership skills to motivate cross-functional teams to strive for excellence while utilizing a consensus-building management style.
Comprehensive knowledge of regulatory requirements and the ability to provide documentation of such requirements when needed.
Possesses a strong understanding of various reimbursement methodologies with knowledge of the requirements for hospital and professional billing across payers.
Strong quantitative, analytic, and problem-solving skills to evaluate all aspects of a problem or opportunity and draw valid conclusions to make or facilitate appropriate and timely decisions.
Strong organizational skills to manage multiple diverse priorities with high visibility and extremely detailed information.
Ability to present and communicate complex information effectively in both written and oral forms to a variety of audiences, including hospital and physician leadership.
Uses tact, sensitivity, sound judgment, and a professional attitude constantly.
Conducts business in a professional and cordial manner that upholds the integrity and reputation of Mount Nittany Health.
Knowledge of human resource laws and regulations as they relate to the management of staff.

Nice To Haves

Master's degree preferred.
Meditech and/or Epic System experience is preferred.
HFMA CHFP, AAHAM, CHAA, CHAM or equivalent Revenue Cycle Certifications preferred.

Responsibilities

Operational Planning Implements strategies for point of service workflows, staffing, and resource allocation to meet organizational goals and service standards.
Standards and Compliance Maintains policies and procedures for registration and financial clearance at the point of service, ensuring accuracy, accountability, and adherence to payer and regulatory requirements.
Team Engagement and Development Fosters a culture of collaboration, courtesy, and continuous improvement through staff education, coaching, and performance feedback.
Performance and Financial Metrics Monitors productivity and quality KPIs associated with point of service functions; identifies opportunities for improvement and implements corrective actions.
Regulatory and Policy Adherence Ensures compliance with HIPAA, payer guidelines, and internal standards across all point of service activities.
Collaboration Partners with clinical, revenue cycle, and administrative teams to streamline workflows and improve patient access and satisfaction.
Department Management Financial Management: analyze, monitor, and explain budgets and variances; ongoing evaluation of productivity; and maximize care efficiency and throughput Human Resource Management: evaluate staffing needs and patterns; utilize recruitment techniques as they relate to staff selection; and ensure proper orientation.
Performance and Quality Management: Monitor Key Performance Indicators (KPIs) for all point of service patient access functions. Collaborate with training and business area management to identify and address areas falling below thresholds, including identification of root causes and development of individualized and global solutions.
Performance Improvement: utilize lean tools and methodology for identified areas of improvement; use of MDI (manage for daily improvement) strategies to drive outcomes; evaluate and improve customer/patient engagement performance; monitor patient safety reporting; participate in root cause analysis; promote workplace safety; maintain survey and regulatory readiness; just culture; and promote intra/interdepartmental communication
Foundational thinking skills: apply systems thinking knowledge as an approach to analysis and decision making.
Technology: use of technology to support decision and improvement activities.
Change management: facilitate change through assessing readiness, involving key stakeholder and those that do the work, communicate changes, and evaluate outcomes.
Appropriate clinical practice knowledge: maintain knowledge pertinent to scope of responsibility and promote evidence-based practice.
Human resource leadership skills: performance management (conduct evaluations, assess staff, monitor fitness, initiate corrective actions, terminations, etc.); staff development and assurance of competencies; and staff retention skills and activities.
Communication skills: open, respectful, and effective, both oral and written.
Relationship management & influencing behaviors: manage conflict; situation management, promote team dynamics, mentor and coach staff & peers, apply communication principles; encourage participation of staff; role model professional behavior; act as a change agent; and apply principles of self-awareness
Diversity and Inclusivity: maintain and environment of fairness and equality.
Personal and professional accountability: practice ethical behaviors; hold self and others accountable for respect and professionalism; and promote and role model lifelong learning.
Understands and evidences through practice the organization's structure, operations, decision making channels and planning processes.
Utilizes a wide range of information sources and perspectives to define issues and identify needs.
Makes decisions that are fact-based and takes organizational resources and objectives into balanced consideration.
Role models' leadership skills to foster interdepartmental and interdisciplinary cooperation and collaboration.
Serves as ambassador and change catalyst for the organization and area(s) of responsibilities.
Leads the department and MNMC & MNPG to best practice performance in customer, patient and employee satisfaction, efficiency, effectiveness, accountability, compliance, integrity and respect.
Demonstrates fiscal responsibility through the preparation and management of an appropriate Capital, personnel and operational budget.
Utilizes communication, negotiation, and problem-solving skills to achieve clinical and financial outcomes.
Maintains the confidentiality of all records and information received in the course of the job in accordance with HIPAA requirements.
Acts as a liaison with Medical Staff, hospital personnel, patients, and other hospitals and clinics.
Cooperates and works together with co-workers and management in an open-office work setting, achieving goals and objectives of the department.
Communicates tactfully and diplomatically with ancillary departments, Medical Staff, patients, visitors, insurance companies, and all other professionals applicable to the job description.
Accepts and adapts to new and changing work requirements/assignments and priorities.
Continually strives to find ways to improve department functions and processes.
Performs related and miscellaneous duties as assigned.