Mgr Patient Access / Fin Clr Specialty

Hartford Healthcare•Farmington, CT

About The Position

The Manager of Patient Access / Financial Clearance Specialty oversees the financial clearance team and its daily operations for hospital and professional services. The team handles insurance verification, authorizations, pre-service estimates, and collections. Reporting to the Hartford HealthCare Director of Financial Clearance, the manager leads staff, coordinates with other departments and clinicians, and supports accurate patient information and an optimal patient experience. The manager makes decisions in a fast-paced environment and promotes patient-centered care and customer service consistent with Hartford HealthCare’s mission, values, and vision. The role supports continuous improvement in business processes and services; participates in communication and quality-improvement initiatives with patients, insurers, administrators, physicians, and departmental staff; and collaborates with organizational staff and leadership to standardize practices and improve financial clearance processes. The manager develops plans to communicate and support operational and cultural changes, provides analysis, advice, and coaching on business issues, executes shared-services strategy, and prepares weekly and monthly reports for the Director of Financial Clearance and senior leadership. The position directly supervises a Customer Service/Self-Pay supervisor, team lead, customer service representatives, and financial counselors. It also includes responsibility for time and attendance, performance reviews, hiring decisions, performance-improvement plans, and employee training and development.

Requirements

Bachelor’s degree in Healthcare Management, Business Administration, or a related field; extensive experience may substitute for education.
Two to three years of progressive experience in healthcare management in a revenue-cycle or financial leadership or influence role.
Ability to read and understand oral and written instructions and communicate information effectively.
Critical-thinking ability.
Basic computer skills, including opening and reading email and basic internet use.
Expertise managing revenue-cycle workflow to achieve optimal results.
Ability to influence and manage large, diverse work groups to promote cohesive interactions and achievement of department and organizational goals.

Nice To Haves

Master’s degree in Healthcare Management, Business Administration, or a related field; extensive experience may substitute for education.
Five to seven years of progressive experience in healthcare management in a revenue-cycle or financial leadership or influence role.

Responsibilities

Manage daily revenue-cycle activities affecting financial clearance, including insurance verification, authorization management, pre-service estimates, and collections.
Resolve patient concerns in a timely manner and make independent decisions about clearance workflows, work-queue management, standard work, A3 process improvement, and policies and procedures.
Track, trend, and evaluate results; identify improvement opportunities; align department goals; and recommend and implement changes.
Plan and coordinate the rollout of changes, build consensus on next steps, and hold individuals accountable for department goals.
Partner with revenue-cycle stakeholders and physician and hospital leaders to share information and resolve issues in support of optimal customer service.
Model H3W leadership behaviors for self and the team.
Manage implementation and testing of financial-clearance expansions, set clear goals, and provide timely feedback.
Set priorities and communicate about initiatives with program participants; escalate proposals and required next steps when support is needed.
Manage human-resources matters, including performance reviews, application of HR policies, PTO approvals, hiring decisions, employee development, and training and onboarding plans.
Conduct detailed research to support staff and supervisors and complete special projects as needed.
Prepare and deliver weekly and monthly reports for the Director of Financial Clearance and senior-level leadership.
Manage time and attendance tracking, management, and bi-monthly approval.
Interview candidates, make hiring decisions, and develop and implement performance-improvement plans where appropriate.