Manager - Patient Access Services

Houston Methodist•The Woodlands, TX

50d

About The Position

At Houston Methodist, the Manager Patient Access Services position is responsible for the daily management of the staff and operations for one or more of the following areas of Patient Access Services: scheduling, pre-registration, insurance verification, emergency department registration, hospital registration, inpatient admission, financial counseling, admission/ discharge, transfer and bed control process to optimize patient flow. The manager position responsibilities include managing the daily work activities of the work unit/department staff, ensuring quality, productivity, functional excellence and efficiency while assisting management in accomplishing strategic and operational objectives. In addition, this position provides guidance to staff and is responsible for staffing, budget compliance, contributing to staffing decisions such as hiring and terminating employment, coaching and counseling employees on work related performance, and assisting in the development and implementation of policies and procedures to ensure a safe and effective work environment. This position also implements training, monitoring and operations initiatives that ensure compliance with ethical and legal business practices and accreditation/regulatory/ government regulations.

Requirements

Bachelor's degree required or additional four years of experience (in addition to the minimum experience requirements listed below) required in lieu of degree
Five years of patient access services or related experience, of which one year must have been in a managerial role in healthcare; may consider HM employee with five years of patient access services or related experience with HM performance that demonstrates leadership responsibility
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
Ability to effectively communicate through a variety of channels with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles; engages the recipient(s) and helps them understand and retain the message
Demonstrates the ability to interact with others in a way that gives them confidence in one's intentions and those of the organization
Ability to use appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one's own behavior to accommodate tasks, situations and individuals involved
Demonstrates leadership qualities and critical thinking through self-direction initiative and effective interpersonal skills and oral/written communication skills
Ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints and probable consequences
Ability to work effectively in a fast paced environment
Demonstrates flexibility and adaptability in the workplace
Ability to mentor effectively
Computer skills to include proficiency in MS Office and EMR software
Functional knowledge of revenue cycle and managed care

Responsibilities

Performs management responsibilities of selection, scheduling, supervision, retention, and evaluation of employees in the department.
Provides development and mentoring of staff.
Provides fair and consistent leadership and communication to maintain a competent and engaged employee group by conducting regular department meetings to review policies and procedures and operational matters, rounding on all employees, completing performance appraisals, conducting new hire feedback sessions, coaching/corrective counseling, and providing recognition/commendations to achieve desired outcomes.
Facilitates and promotes effective team dynamics and teambuilding strategies within and between departments; participates and/or leads and facilitates department process improvements as needed.
Manages the development and timely monitoring of work distribution and work performance levels for designated staff, in order to ensure work quality and to reach or exceed performance standards related to departmental goals and objectives.
Plans and organizes day-to-day department operations, schedule and activities.
Sets priorities and functional standards, giving direction to staff as necessary to ensure the best possible delivery of service and high customer/patient satisfaction.
Drives department service standards and activities to impact department and/or system score for patient/customer-based satisfaction, through role modeling and fostering accountability.
Manages employee training, education and in-services, in addition to unit and/or department meetings, resources and equipment, to ensure staff competency and professional pathway progression.
Communicates updates/changes to processes, managed care information, throughput, etc., in a timely manner.
Builds relationships with external customers to include physicians and physician office staff.
Ensures a safe and effective working environment; monitors and/or revises the department safety plan and/or any specific accreditation/regulatory required safety guidelines.
Uses and optimizes information systems to enhance operations; supports entity-specific performance improvement and data management/analysis functions.
Employs a proactive approach in the optimization of safe outcomes by monitoring and improving the department workflow, using peer-to-peer accountability, and identifying solutions via collaboration.
Monitors self and employee compliance with policies, procedures, and System HR Standards of Practice and performs associated actions upon non-compliance
Actively participates in intradepartmental and interdepartmental quality improvement processes, as it drives unit process improvement initiatives.
Assists in the development of department budget and ensures that the department operates in a cost effective manner.
Manages/audits department expenses within approved budget parameters, ensuring that the department meets the budgeted/flex revenue and/or expense targets on a monthly and annual basis.
Implements department strategies to achieve financial target and staffing needs, developing others to do the same, through optimizing productivity, supply/resource efficiency, minimizing incidental overtime and overtime percentage, and other areas according to department specifications.
Generates reports and data to support key metrics for Patient Access Services functions.
Identifies and implements innovative solutions for practice or workflow changes to improve department operations or other department-specific measures by leading unit projects and/or other department/system directed activities.
Proactively evaluates processes; recommends and implements action plan(s) for change; follows through to ensure effective, sustainable change.
Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, and units to achieve business goals.
Seeks opportunities to identify developmental needs of self and staff and takes appropriate action.
Collaborates with key stakeholders, committees, and team leaders to bring new projects and technology into operation.