Manager - Patient Registration (Evening Shift)

Stanford Health Care•Palo Alto, CA

7d•Onsite

About The Position

Under general supervision, the Manager - Patient Registration is responsible for patient registration functions and eligibility management and serves as the primary point person for optimizing front-end registration and revenue-cycle performance at Stanford Health Care. This people-manager role leads a team responsible for front-end data quality across assigned Patient Access Services locations. The manager establishes and maintains processes for accurate, timely, and confidential collection of patient information, verification of insurance coverage, and communication with patients about financial expectations. The manager ensures these functions are carried out effectively across assigned inpatient and outpatient areas and maintains appropriately trained staffing. The position also supports a full-service registration experience for patients and families, from initial contact through discharge, and manages standards, systems, performance improvement, metrics, and compliance for registration operations on an enterprise 24/7 work schedule.

Requirements

Bachelor’s degree in Business or Health Administration from an accredited college or university, or an equivalent combination of education and experience.
Five years of related revenue-cycle management experience.
Prior supervisory or management experience.
Familiarity with the complexities of the healthcare and hospital environment, including front office, service areas, and clinical operations.
Knowledge of patient-flow processes and management principles and practices, including human resources and performance management.
Knowledge of Lean/Six Sigma principles and practices.
Knowledge of regulatory and accredited-agency requirements, including federal and state regulations and Joint Commission standards related to registration; hospital, practice, and HIPAA regulations.
Knowledge of registration and billing systems, applications, and databases, including EPIC.
Business communication skills, including verbal, written, interpersonal, organizational, planning, facilitation, listening, and presentation skills.
Knowledge of computer applications and software, including Outlook, Word, Excel, PowerPoint, and Visio.
Analytical and problem-solving skills.
Ability to work independently and collaboratively as part of a team.
Project-management skills.
Customer-service and relationship-management skills and knowledge.
Conflict-management skills.
Ability to manage priorities in alignment with organizational goals and priorities.
Adopt and execute Stanford Health Care C-I-CARE standards for interactions with patients, families, and colleagues.

Responsibilities

Manage, train, counsel, coach, and mentor employees in inpatient and outpatient settings; develop staff and training plans.
Ensure registration functions are performed effectively and efficiently.
Establish a full-service registration approach for patients and families from initial contact through discharge, working to exceed service expectations and remove barriers to quality service.
Maintain complete documentation of current policies and procedures for staff.
Design, develop, and monitor performance-improvement processes.
Manage implementation of standards and systems that improve quality, consistency, efficiency, and timeliness across the teams’ responsibilities on a 24/7 work schedule.
Monitor and develop metrics to maintain the integrity and accuracy of registration data.
Ensure registration processes and systems are standardized and optimized for efficient patient flow within the department and organization.
Ensure point-of-service cash collections meet expected revenue goals and are reported regularly.
Ensure compliance with Medicare, Medicaid, third-party payer, and other applicable directives, including Medicare Secondary Payer requirements, authorizations, and eligibility or primary-coverage verification.
Assure compliance with medical staff bylaws, rules and regulations, and hospital and departmental policies and procedures.
Use needs-assessment and evaluation tools to solicit feedback from patients, families, and internal customers.
Maintain relationships with applicable internal barriers, third-party payors, and other agencies, and collaborate with internal departments.