Manager, Patient Access

Beth Israel Lahey Health•Burlington, MA

About The Position

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. The Manager, Patient Access oversees the daily operations of all Access staff at their respective location. The Patient Access Services department with the goal of maintaining efficient and effective performance of the colleagues on a day-to-day basis (work schedules, department performance metrics, adherence to BILH policies, etc.). The Manager promotes continuous improvement of the overall performance of the team by proactively identifying problems, leading the team to solutions, and serving as a role model for customer service and colleague engagement at all times

Requirements

Bachelor’s degree in healthcare administration, business administration, or a related field is preferred.
Minimum of 2-3 years of experience in a healthcare setting, with experience in patient access or registration.
Strong communication and interpersonal skills to interact with patients, families, and healthcare providers.
Strong organizational and time management skills to handle multiple tasks and prioritize effectively.
Strong computer skills, including electronic medical records (EMR) systems proficiency.
Familiarity with healthcare regulations and insurance billing practices.
Knowledge of healthcare industry best practices and trends.
Strong analytical skills to evaluate patient access data and identify opportunities for improvement.
Strong leadership and management skills to supervise and lead a team of patient access staff.
Ability to work well under pressure and handle difficult or sensitive situations tactfully and diplomatically.

Responsibilities

Monitors the performance of individual colleagues and the overall performance of the team, through direct observation of performance during the work day and review of system-generated performance reports.
Assures that all colleagues are properly trained and prepared to perform effectively. Proactively identifies colleagues in need of retraining and continuing skill development. Provides retraining and continued skill development to colleagues as needed.
Ensures that all information necessary for the full registrations to collect proper financial reimbursement is entered into EPIC.
Responds to problems as they occur and assists the Director in identifying barriers to performance. Serves as a resource and support to team members.
Maintains relationships with assigned clinical departments through daily interactions and periodic meetings with department managers.
Personally provides staffing coverage when needed, effectively performing the duties and responsibilities of the position(s) he/she oversees (patient scheduling, registration, financial clearance, etc.).
Creates the budget for the respective cost center that the manager oversees and works to stay with that budget and avoid any negative variances by avoiding overtime and unnecessary expenditures for supplies.
Monitors the statistics in their area and keeps the director informed of any negative changes. Evaluates the department for effective and efficient utilization of staff and resources and consistently works to identify the best practices and procedures to function in the most efficient and cost-effective manner.
Accountable for creating a culture of compliance, ethics, and integrity. Maintains clear and confident communication skills.
Works closely with Patient Financial Services to ensure that the accounts in the work queues are able to be billed and do not have to be written off; this is the main goal for a positive revenue cycle. Monitors the appeals that have been filed by Patient Access Services until the payment has been received from the insurance company.
Maintains knowledge of all governmental and insurance regulations that affect the hospital. Constantly work with the Director of Patient Access Services to achieve positive outcomes for our revenue cycle.
Leads by example, exhibiting exceptional judgement skills under pressure and excellent customer service standards. Participation in long-range planning and department goals.
Represents the Director of Patient Access Services and/or the Patient Access Services department on committees and projects that directly impact Patient Access Services. Enforces all health and safety requirements and regulations.
Performs all other duties as assigned.