Manager, Patient Access

ChristianaCare • Newark, DE

1d • $73,611 - $117,790

About The Position

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at ChristianaCare! ChristianaCare, with Hospitals in Wilmington and Newark, DE, as well as Elkton, MD, is one of the largest health care providers in the Mid-Atlantic Region. Named one of “America’s Best Hospitals” by U.S. News & World Report, we have an excess of 1,100 beds between our hospitals and are committed to providing the best patient care in the region. We are proud to that Christiana Hospital, Wilmington Hospital, our Ambulatory Services, and HomeHealth have all received ANCC Magnet Recognition®. Patient Access, a critical piece of the overall Revenue Cycle, plays an invaluable role in patient account management through conversations with the patient and the use of respective Electronic Health Records (EHR) and Billing systems. The goal of the department is to ensure the fiscal integrity of Christiana Care Health System (CCHS) at the guarantor and encounter level, while delivering exceptional customer service. The Patient Access Department collects vital patient demographic information and verifies insurance information, as well as identifying the potential need for state Medicaid applications or financial assistance offerings through CCHS for uninsured or underinsured patients. Patient Access is also responsible for validating any necessary referrals or authorizations from payors are in place prior to services rendered to ensure appropriate reimbursement from the payor. Patient Access is responsible for the collection all pre-service or point-of-service (POS) payments such as copays, co-insurance, or deductibles prior to services rendered. The Patient Access Manager for the Patient Access Team is accountable for ensuring the above responsibilities are performed with Love and Excellence in an accurate and timely manner to provide an optimal patient experience. PRIMARY FUNCTION: To manage and supervise the personnel, resources and operations of the assigned Patient Access Team(s).

Requirements

• Bachelor’s degree in business administration, Public Administration, Nursing, or related field preferred.
• High School diploma with 5 years of related experience may be considered in lieu of bachelor’s degree
• 4-5 years of progressively responsible position experience.
• 3+ years of management/leadership experience in all aspects of Patient Access including registration, insurance verification, authorization requirements, and billing regulations.
• Knowledge of admissions principles and practices.
• Knowledge of departmental admissions policy and procedures.
• Knowledge of finance, accounting reporting and reconciliation procedures
• Ability to plan and organize staff activities and departmental operations.
• Ability to make decisions and implement policies and procedures.
• Ability to work independently within established policies and procedures.
• Ability to perform work accurately.
• Ability to supervise and direct subordinate personnel.
• Ability to delegate work and responsibilities to subordinates and evaluate their performance.
• Ability to promote a positive public relations image.
• Ability to maintain confidential information and materials.
• Ability to exercise judgement, tact and diplomacy.
• Skill in oral and written communication.
• Ability to be flexible and adaptable and lead teams successfully through change.
• Ability to assess KPIs and adjust processes/resources to maximize outcomes.
• Position is Monday through Friday.
• An Administrator on-call requirement is mandatory.
• Must be able to work off-hours at times when extended downtimes or implementation of new systems are scheduled.

Nice To Haves

• Familiar with industry-leading EMR and billing systems preferred

Responsibilities

• Staff Management and Leadership Manage and provide guidance to Patient Access team members, including scheduling, training, performance evaluations, and conflict resolution.
• Lead, mentor, and develop team members to ensure high standards of customer service, accuracy, and productivity.
• Conduct regular team huddles and departmental meetings to communicate updates, goals, and expectations.
• Ability to lead by example and manage a diverse group of individuals effectively, fostering a positive, motivated, and productive work environment.
• Operational Oversight Develop and continuously optimize the Patient Access functions, including registration, insurance verification, authorizations, and financial clearance.
• Ensure Patient Access processes comply with regulatory standards, policies, and procedures.
• Identify areas for operational improvements to streamline processes and enhance efficiency.
• Play an active role in implementing such approved improvements.
• Possess the managerial mindset and flexibility to adjust workflows and priorities in response to shifting department or organizational needs.
• Delegates work and responsibilities to staff to provide adequate and appropriate coverage of all registration processing areas to ensure that routine operational activities run smoothly.
• Provides clear channels of communication, delegation, and accountability within the Patient Access Department for effective supervision, problem solving and ongoing enhancement of the admission/registration process.
• Works with Information Systems on enhancements and implementation of systems.
• Proactively engages and collaborates closely with Patient Access Business Analysts for all business and system process changes, improvements or implementations.
• Coordinates with Human Resources to fill vacant positions in a timely manner.
• Interviews, recruits, develops, and retains qualified team members.
• Engages in frequent interactions and conflict resolution with patient, physicians, staff.
• Must be able to communicate to all levels of the Enterprise in a professional and comprehensive manner.
• Ensures hospital protocols for emergency preparedness, computer downtime and environments of care/safety are adhered to.
• Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.
• Perform patient registration function when needed to ensure wait times are kept to a minimum.
• Quality and Compliance Ensure Supervisors follow all protocols for monitoring accurate collection of patient information and timely entry into electronic health record systems and billing systems.
• Monitor and ensure adherence to privacy regulations (HIPAA) and patient safety standards.
• Acts as a role model to ensure patient/staff confidentiality, ensuring that information is discussed with or distributed to others, only as an “as need to know basis”.
• Ensures that all departmental activities are conducted in a safe manner and in accordance with ChristianaCare, or governing agency, defined parameters.
• Conduct quality checks on registration accuracy and patient interactions to maintain high data integrity.
• Manage training oversight for their respective departments as it relates to any necessary HIS Training and Financial Refresher Classes and other introductory classes as required to meet institution, government and agency updates/changes.
• Facilitates the development of educational/training materials appropriate to HIS registration related updates/needs/activities.
• Implements and monitors appropriate administration of procedures to ensure the fiscal integrity of all accounts as relates to third party defined requirements. Includes, but is not limited to, accuracy of third-party eligibility and benefits information, precertification and billing address or other specific instructions.
• Financial Accountability Promote and enforce revenue cycle initiatives by driving front-end collections, including copays, coinsurances, and deductibles.
• Work to continuously optimize front-end payments and reduce the cost to collect for the organization.
• Works closely with respective Finance Department to ensure all patient collections are posted and reconciled properly.
• Work with fellow departments to resolve issues impacting the Revenue Cycle, such as insurance verification accuracy or authorization challenges.
• Oversee and execute the tracking and achieving departmental revenue goals.
• Patient Experience Promote a welcoming and respectful environment, resolving any patient concerns related to access or billing processes.
• Collaborate with other departments (e.g., billing, clinical, IT) to resolve issues impacting patient experience and access.
• Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
• Reporting and Analytics Compile and analyze department metrics, identifying trends and providing feedback to optimize Patient Access functions.
• In conjunction with Director, monitor reports for Patient Access performance, wait times, and front-end collections.
• Performs other related duties as required.

Benefits

• ChristianaCare offers a competitive suite of employee benefits to maximize the wellness of you and your family, including health insurance, paid time off, retirement, an employee assistance program.
• To learn more about our benefits for eligible positions visit https://careers.christianacare.org/benefits-compensation/

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees