Patient Access Services Manager

West Tennessee Healthcare•Napoleon, OH

About The Position

The Patient Access Services (PAS) Manager is responsible for overseeing the following functions as assigned: pre-registration, outpatient registration, emergency room registration, inpatient and same-day admissions, discharge, financial clearance (insurance eligibility, benefits verification, authorization/referral management, pre-service/point of service cash collections) and financial counseling for assigned facilities/entities across the enterprise. The PAS Manager is responsible for assisting with the overall departmental planning, trend analysis, and evaluation of the department’s performance and providing regular performance updates to the PAS Executive Director. The Manager of PAS will have multiple direct reports (PAS Representatives level 1, 2, and 3), supporting $700M in net revenue, enterprise-wide.

Requirements

Bachelor’s degree preferred in Business, Health Administration, or related degree; equivalent work experience may substitute degree requirement.
Leadership Experience: 3-5 years
Revenue Cycle or related Patient Access Services experience: 5-7 years

Responsibilities

Reviews personnel productivity reports for quantity and quality of patient access functions, and provides feedback to the PAS Executive Director.
Leads and coordinates ongoing staff evaluation, retention, training, and management of policies and procedures.
Conceptualizes, develops, and implements all policies and procedures for the assigned departmental functions.
Provides excellent customer service to all customers – patients and their family members, physicians and other clinicians, and internal departments (e. g. Patient Financial Services, Scheduling Departments).
Coordinates all training, coaching, development, performance reviews, and termination decisions for assigned talent.
Performs conflict-resolution, presents employee commendations, conducts problem-solving, and implements progressive disciplinary actions appropriate to hospital policies and procedures.
Establishes annual and monthly department and performance goals jointly with PAS Director.
Reviews changes in processes or payer requirements; communicate shifts in healthcare trends, rules, and regulation changes to assigned PAS functional area.
Establishes expectations and holds staff accountable for talent and learning requirements (e. g. , educational hours, organizational policies, etc. ) 17.
Provides administrative direction and support to department team leads in developing programs to increase employee motivation and continued development.
Maintains professional competency, according to department policies, procedures, and protocols.
Demonstrates leadership and commitment to staff and colleagues by accepting accountability for outcomes, sharing timely information, building effective relationships, and communicating clearly and directly.
People - Responsible for the recruitment and retention of qualified staff, as well as the appropriate orientation, development, and on-going training of staff.
Develops and implements effective training programs to address the training needs of the department.
Establishes long and short term unit goals and objectives to support the department and corporate strategic plan.
Ensures that employee performance evaluations are conducted promptly, are fair and consistent and that performance expectations are communicated.
Adheres to established departmental policies for attendance, punctuality, procedures, and safety.
Responsible for appropriate conduct management of staff members.
Monitors fiscal performance every month to include variance reporting.
Complies with organizational policies and procedures.
Leadership - Maintains and enhances properly functioning enterprise-wide PAS processes.
Coordinates and prioritizes assigned activities to achieve maximum productivity.
Supervises and monitors the daily activities of assigned personnel.
Seeks ways to control costs without compromising the quality of services delivered.
Prepares work schedules, authorizes overtime, and time off, assesses and adjusts staffing levels based upon workload.
Monitors the progress of the departments' short and long-term goals.
Assists with and/or prepares annual capital and operating budgets.
Assumes responsibility for professional growth and development.
Champions organization objectives and change in the unit.
Establishes the performance improvement initiatives and coordinates accordingly with department leadership to develop implement appropriate action plans across the functions.
Performance Monitoring - Establishes Key Performance Indicators that the department will be expected to meet and exceed.
Oversees vendor management relations (where applicable) and monitoring of vendor performance.
Drives accountability across PAS staff based on responsibilities outlined in the Service Level Agreement.
Works to ensure full utilization of technology and processes to create an efficient and effective department.
Tracks and analyze major federal and state reimbursement changes that would affect operations, follow-up, and revenue collection.
Oversees the identification, resolution, and reporting of operational and financial issues and trends that impact patient service revenue.
Oversees the handling of "special handling" requests, complaints, or inquiries regarding patient accounts to ensure correct and satisfactory resolution.
Performs related responsibilities as required or directed.
Interprets and communicates key revenue cycle performance indicators; reports key findings to appropriate leadership.
Recognizes areas of excellence and oversees the development and implementation of action plans within specific areas of PAS where performance is not meeting expectations.
Measures and reports ongoing financial and operational performance of the PAS department.
Maintains current knowledge of and complies with all accreditation, state, federal and local procedures related to the hospital's scheduling, registration, and insurance verification functions.
Implements total quality management measures in assigned patient access functions.
Ensures timely and efficient integration of all outpatient, inpatient, discharge requirements, and insurance verification functions into the organization’s overall financial and patient care programs.
Communicates and meets directly with the physician and hospital leadership concerning Patient Access processes.
Process - Demonstrates proficiency and ability to oversee staff performing the following functions: Financial Clearance, Financial Counseling, Scheduling, Registration, ED Registration, Patient Status, and Medical Necessity 27.
Assists in the installation of additional software applications to improve the efficiency and/or effectiveness of the scheduling, registration, billing, and collection processes.
Ensures Patient Access Services staff across assigned functions comply with established policies, processes, and quality assurance programs.
Works with the Information Systems Department to escalate and resolve relevant issues to maintain day-to-day operations.
Identifies and resolves problems in PAS processes, and, when appropriate, initiates changes to prevent future problems.
Implement efficient and effective operational policies, processes, and performance monitoring across assigned functions of the Patient Access Services Department.
Develops efficient and effective policies and processes for assigned functional areas, and seeks approval from PAS Director or PAS Executive Director.
As necessary, participates in the review and selection of relevant technology enablers/tools to support PAS or other revenue cycle functions.