Supervisor, Access Services

Hackensack Meridian Health•Hasbrouck Heights, NJ

2d•Hybrid

About The Position

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Supervisor of Access Services for Hackensack Meridian Physician Enterprise supervises the daily registration, pre-certification, cash collection and insurance verification functions across all departments under the Physician Network. Follows revenue cycle policies and procedures to maximize revenue and minimize the initial claim denial rate for Registration and Eligibility. Supervises team members of the Pre-registration team, departmental workflow and maintains optimal functioning of the team. This position will initially require onsite training in Hasbrouck Heights, NJ every day from 8am-4:30pm Monday through Friday for one month. Following, the position will be hybrid, and will require being onsite the first Monday of every month. The Supervisor of Access Services will be overseeing 20 people!

Requirements

Bachelor's degree.
Minimum of 3+ years prior experience in hospital patient financial services operations.
Advanced knowledge of the health insurance industry, managed care issues, revenue cycle, and hospital IT systems.
Advanced knowledge of various patient accounting platforms, including those offered by EPIC.
Knowledge of medical terminology.
Excellent written and verbal communications skills.
Ability to multitask and work in fast paced environment
Customer service oriented.
Detail-oriented with attention to detail.
Excellent analytical and interpersonal skills.
Excellent written and verbal communication skills.
Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

Nice To Haves

Experience with supervision and delegating tasks.
Extensive understanding of patient access and registration practices in physician billing.
A graduate degree is a plus.
Relevant professional certification.

Responsibilities

Supervises the day-to-day activities of pre-registration, pre-certification, referral procurement, financial responsibility notification, and insurance verification policies and procedures across all departments under the Physician Network.
Maintains working knowledge of the individual department workflows. Skilled with using all necessary Epic tools to maintain high levels of productivity goals set annually.
Performs daily monitoring of the team¿s workqueues in Epic; initiates immediate and appropriate action when issues arise.
Monitors and runs staff productivity reports and ensures timely completion of duties; establishes performance standards for the team.
Monitors and audits the capture of correct registration and demographic information to maximize upfront cash collections and billing accuracy, and makes recommendations for process changes when shortfalls are identified.
Conducts quality audits for all the pre-registration team members.
Supervises denial management and outpatient exception reports processes, and advises Manager of variances in expected results.
Supervises all line personnel responsible for ambulatory registration and related functions and manages the daily staffing levels of these personnel.
Supervises and assists management to develop monitoring and control mechanisms to evaluate employee performance relating to efficiency, accuracy and professional courtesy while communicating with patients, physicians and managed care organizations.
Coordinates resolution to system issues with Information technology, keeps senior leadership informed of issues and utilizes billing system reports for analysis and corrective action of access related issues; proactively review accounts to ensure quality of the registration data.
Prepares reports relating to volume of accounts worked, TAT (turnaround time), volume changes, Registration/Eligibility denial trends. Conducts presentations as needed.
Ensures team members are properly trained on their procedures and requests additional training as needed. Provides training support to the team.
Addresses inquiries from other HMH departments as it relates to Patient Access.
Maintains current department policies and procedures.
Responsible for maintaining accurate time and attendance records in accordance with company policies.
Completes the written performance evaluation for team members; assists with goal development.
Maintains strictest confidentiality and adheres to all HIPAA guidelines and regulations.
Evaluates actual vs planned performance and metrics, presents and communicates possible opportunities.
Initiates contact with patient or payor to resolve any eligibility issues.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.