Manager - Patient Access

NYU Langone Health•New York, NY

3h•$84,578 - $114,660

About The Position

As part of department leadership, Managers directly oversee registration and support staff, coordinating work assignments, staff training and development, and monitors immediate outcomes of assignments to ensure optimal quality and customer satisfaction, regulatory compliance, accuracy and thoroughness. Duties and responsibilities of the Manager include, but are not limited to: Developing and maintaining effective Patient Access processes, Ensuring the delivery of excellent customer service, Patient and staff satisfaction initiatives, Provide information and guidance to staff and other departments in support of goals and objectives, Management of registration systems to ensure registration accuracy.

Requirements

Bachelors Degree, with 2-4 years of relevant experience, or equivalent combination of education and experience.
Excellent communication (both oral and written), interpersonal, and organizational skills.
Ability to work independently, interact with, and maintain functional relationships with personnel at all levels within and outside of the organization.
Intermediate computer skills including Microsoft Office (Word, Access, Excel, Outlook).

Nice To Haves

Managerial or leadership experience within the Patient Access department or other relevant department of the Revenue Cycle.
College degree or coursework.
Can use imaging, reporting, spreadsheet, and similar programs to collect, review, and interpret data as needed for department operations.
Understands, can interpret, and effectively use basic medical terminology.

Responsibilities

Utilizes NYU Langone Health and Patient Access standards, policies, and procedures to make and communicate decisions for areas of responsibility.
Helps to plan, implement, and direct processes that produce desired outcomes.
Demonstrates flexibility able to adapt and manage work flow changes to meet operational needs of the department and NYU Langone Health.
Understands annual departmental goals and objective, and leads efforts to achieve them.
Ensures that goals and metrics are communicated, understood, and implemented by staff and management.
Communicates policies and procedures and ensures that staff understand and implement.
Works closely with Patient Access leadership to review, adapt, and implement these plans and policies.
Demonstrates and maintains compliance with the department standards governed by the guidelines of CMS, Joint Commission, HIPAA and other Federal State Agencies.
Monitors daily operations of all registration areas in their location to ensure that expected outcomes are accomplished.
Effectively delegates responsibility and provides support and information needed for a successful outcome.
Assists in communicating and following up assignments, goals, objectives, and values effectively.
Works closely with leadership to improve operations; makes and implements recommendations to improve operations.
Provides off-site monitoring support to the department.
Ensures that registrations created and completed by Patient Access staff are audited regularly for completeness and accuracy.
Conducts quality audits of outcomes and processes, collecting data, and counseling staff based on the results.
Attends and conducts departmental in-services and staff meetings.
Uses key performance indicators and other systematically obtained and analyzed data to manage operations and improve performance.
Maintains an awareness of cost impact of decisions and actions.
Participates in cost control activities by seeking the most effective method of delivering services.
Ensures department equipment and inventory is secure, well maintained and effective for required tasks.
Participates in planning and development of current and future needs.
Monitors overtime usage and timesheets.
Creates and implements programs for staff development by using performance audits, department metrics, and observations of staff.
Recognizes and rewards excellent performance.
Mentors and oversees the department's subordinates, leading to growth opportunities, team building and an exceptional patient experience.
Ensures all newly hired receive appropriate training and are provided with department orientation manual and a complete a skill checklist.
Encourages and motivates staff in ongoing performance improvement and excellence.
Fosters a team climate characterized by honesty, trust and open communication.
Identifies staff vacancies according to existing staffing plan and recognizes staffing plan gaps that may impact department outcomes and processes.
Ensures that vacancies are made available to current staff and assists in planning and conducting recruitment and interviews.
Ensures staff complies with in-service annual competencies, PPD, and Safety programs.
Conducts periodic and annual performance review process constructively in accordance with personnel and departmental guidelines and procedures.
Manages staff performances and productivity. Establishes quality improvement processes to track trends and performance gaps.
Helps staff and supervisors develop improvement plans; holds them accountable for such improvement.
Identifies any trends in absenteeism and employee turnover and addresses possible solutions with department leadership.
Makes effective, timely and well-considered decisions based on available data.
Uses independent judgment and initiative to develop and maintain standards and methods to identify and resolve issues.
Demonstrates effective critical thinking, independent problem solving, and decision making skills.
Cooperates and communicates effectively and professionally with supervisors, peers, physicians, NYU Langone Health colleagues, and customers.
Ensures appropriate procedures are followed to resolve issues raised by internal and external customers.
Provides ongoing staff support and education for customer service and patient experience skills and values.