Patient Access Manager

Beth Israel Deaconess Hospital-Plymouth•Plymouth, MA

52d

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. PATIENT ACCESS MANAGER/CENTRAL SCHEDULING Job Description: Duties/Responsibilities Manages the daily operation and staffing of the Central Scheduling area. Manages the staff in the activities of order entry, medical necessity, pre-authorization, eligibility verification, scheduling and pre-registration. Performs 90 day review evaluation of new staff in collaboration with the Training Manager. Completes annual staff evaluations of performance in relation to department service level goals and measurements. Responsible for payroll, approving time-off and ordering supplies. Ensures staff are trained in the policies, procedures and processes of Central Scheduling. Monitors and documents staff work for accuracy, efficiency, and customer service requirements. Runs daily reports and keeps statistics on Call Center quality measures and makes recommendations for staffing adjustments. Uses competency tools to evaluate staff performance and proposes strategies for improving. Uses observations to ensure staff are providing patients with complete and accurate information on test preparation and procedures. Works collaboratively hospital departments and physician offices to ensure timely and accurate processing of orders and scheduling of patients. Makes recommendations to redesign processes in order to improve department efficiency and overall satisfaction of physicians and patients. Reviews daily Pending Appointments and Imaging Resource Availability and makes plans for outbound calls. Is part of the Patient Access Management Team which reviews denial data to identify areas of opportunity for improvement in processes, is able to articulate the issues and make recommendations for improvement. Utilizes LEAN continuous performance improvement techniques and methodologies and serves as a staff role model in LEAN training and adoption of practices. Actively participates in meetings/groups that address topics relating to new initiatives, enhancements to existing systems, revenue cycle improvements and changes in policies and procedures. Responds to any changes regarding overall system implementation and design, and undertakes any tasks assigned by manager. Participates with other Patient Access Managers and Director in goal setting process. Performs and/or participates in discipline of staff as/when needed. Performs other duties as assigned It is understood that this is a summary of key job functions and does not include every detail of the job that may reasonably be required.

Requirements

High School diploma or equivalency required; Bachelors Degree Preferred.
A minimum of five (5) years experience in Scheduling of Diagnostic Imaging Exams.
Must possess a demonstrated knowledge of patient scheduling, medical order processing and medical necessity screening.
Prior supervisory experience required.
Ability to communicate effectively and work with patients, physicians, physician office personnel, staff and department leadership in order to facilitate the scheduling process.
Current knowledge of insurance plans and registration processes preferred.
Knowledge and experience working with Excel.
Effective critical thinking, problem solving, and exceptional customer service skills.

Nice To Haves

Experience in a Call Center a plus.

Responsibilities

Manages the daily operation and staffing of the Central Scheduling area.
Manages the staff in the activities of order entry, medical necessity, pre-authorization, eligibility verification, scheduling and pre-registration.
Performs 90 day review evaluation of new staff in collaboration with the Training Manager.
Completes annual staff evaluations of performance in relation to department service level goals and measurements.
Responsible for payroll, approving time-off and ordering supplies.
Ensures staff are trained in the policies, procedures and processes of Central Scheduling.
Monitors and documents staff work for accuracy, efficiency, and customer service requirements.
Runs daily reports and keeps statistics on Call Center quality measures and makes recommendations for staffing adjustments.
Uses competency tools to evaluate staff performance and proposes strategies for improving.
Uses observations to ensure staff are providing patients with complete and accurate information on test preparation and procedures.
Works collaboratively hospital departments and physician offices to ensure timely and accurate processing of orders and scheduling of patients.
Makes recommendations to redesign processes in order to improve department efficiency and overall satisfaction of physicians and patients.
Reviews daily Pending Appointments and Imaging Resource Availability and makes plans for outbound calls.
Is part of the Patient Access Management Team which reviews denial data to identify areas of opportunity for improvement in processes, is able to articulate the issues and make recommendations for improvement.
Utilizes LEAN continuous performance improvement techniques and methodologies and serves as a staff role model in LEAN training and adoption of practices.
Actively participates in meetings/groups that address topics relating to new initiatives, enhancements to existing systems, revenue cycle improvements and changes in policies and procedures.
Responds to any changes regarding overall system implementation and design, and undertakes any tasks assigned by manager.
Participates with other Patient Access Managers and Director in goal setting process.
Performs and/or participates in discipline of staff as/when needed.
Performs other duties as assigned