Patient Access Center Manager

Genesis Healthcare System•Moline, IL

About The Position

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. Position Details: Work Shift: Day Shift (United States of America) Scheduled Weekly Hours: 40 Department: Patient Access Center Overview of Position: This position is responsible for leading and directing the work of the Patient Access Center. This manager is responsible for both physician practice and hospital scope of services related to patient scheduling, pre-registration, estimates, collections and authorizations. Key responsibilities of this position include standardizing workflow, and optimizing staff performance through process redesign, policy/procedure implementation, communications, and outcome feedback. Additionally, the role includes professional development and empowerment of staff, and management of human, fiscal and other resources to promote desired outcomes with attention to quality, efficiency and cost. Motivates staff to achieve the highest levels of customer satisfaction and to meet the organization’s goals for customer service and financial performance as it relates to the functions of the Patient Access Center.

Requirements

Bachelors degree preferred.
In lieu of degree, 3-5 years of supervisory and field related experience is required, along with certification of achievement obtained within the first 18 months of employment.
Ability to motivate and organize people efficiently.
Excellent computer system knowledge and PC skills.
Ability to work under pressure and promote a positive working atmosphere.
Ability to lead and manage diverse staff in a learning environment with frequent changes in department priorities. Ability to recognize necessary changes in priority of tasks and allocation of resources, and act upon them as required to meet workload balance.
Possess good communication skills both verbally and written.
Excellent critical thinking, decision-making, problem solving, and analytical skills required.

Responsibilities

Provides leadership for departmental services through collaboration with customers, employees, physicians, providers, clinics, other internal departments and services, vendors, etc.
Performs data collection/analysis as required to enhance user compliance and understanding of processes. This includes building and interpreting reports out of Epic and Cisco systems to ensure PAC performance is optimized.
Determines proper patient access scheduling process/procedures.
Analysis of Template design for securing maximum utilization of schedules for providers.
Engages and leads efforts to streamline and improve the quality of the scheduling data to secure regulatory information in order to maximize reimbursement for services provided. (Ex. screening compliant diagnosis for testing, correct insurance, precertification/prior authorization, etc.
Provides leadership for all calls related to patient referrals from one call, pathway2care and physician practice operations.
Provides leadership over outpatient diagnostic scheduling, pre-registration, collections and authorizations for hospital-based services.
Provides leadership for PAC nurse line for medication screening, result communications and urgent diagnosis screening for more accurate scheduling and patient care.
Engages Pre-cert RN Analyst team in reviewing diagnosis and procedure criteria for appropriate billing and reimbursement for surgical, cardiac and orthopedic services. Ensures team is kept up on policy changes.
Manages surgery and endoscopy scheduling process to schedule patients and to ensure maximum blocks are full.
Collaborates with clinical and non-clinical teams to standardize workflow within Epic for efficient scheduling, including schedule builds, preps, wayfinding, screening questions, etc.
Manages assigned staff in order to ensure steady workflow balance and high-quality outcomes.
Provides support to staff by coordinating as necessary with the IT Help Desk. Analyzes recurring problems and formulates plans to address each. Monitors overall system/process performance for delays, errors and other related problems.
Creates a culture within the department that is supportive of the staff, fosters teamwork, high performance and individual accountability.
Identifies action plans to improve the quality of services in a cost efficient manner and facilitates plan implementation.
Establishes implements and evaluates on-going performance improvement programs, utilizing an interdisciplinary approach.
Coordinates efforts among team members and ensures that all members are well informed of changes. Provides consultative services for workflow and systems process issues. Assists in the design and development of system enhancements while monitoring congruency with process goals and regulatory mandates.
Maintains a working knowledge of applicable federal, state, and local laws/regulations, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
Develops project work plans, facilitates resource allocation, executes project tasks and obtains assistance from other resources, as required.
Other duties as needed, including but not limited to leading and conducting special projects.