Assistant Manager Jobs

About The Position

Requirements

• 4 to 6 years of work experience in patient registration or physician practice experience.
• Knowledge of organizational and departmental structure, systems, workflows, and procedures related to patient admissions, registration, insurance, and financial clearance.
• Knowledge of healthcare fiscal management concepts, theories, and principles.
• Knowledge of state and federal regulations, JCAHO regulations affecting healthcare access services, and patient rights.
• Basic knowledge of human resources policies and procedures.
• Knowledge of scheduling utilization, tracking, and fill-rate effectiveness.
• Working knowledge of the Microsoft Windows operating system.
• Intermediate skills in Microsoft Word, Excel, and PowerPoint.
• Understanding of electronic healthcare records.
• Ability to evaluate operations and procedures, formulate policies, and develop and implement strategies and procedures.
• Exceptional interpersonal skills and ability to work effectively with medical center leadership.
• Advanced verbal and written communication skills and ability to present to small and large groups.
• Employee development and performance management skills.
• Ability to use independent judgment and appropriately manage and communicate information to a range of constituents.
• Ability to foster a cooperative work environment, organize resources, and establish priorities.
• Ability to develop, plan, and implement short- and long-range goals.
• Ability to manage employees through appropriate staffing, development, and performance management.
• Ability to persuade and influence others and to advance departmental change initiatives.
• Ability to make sound decisions considering their impact on the patient and family experience and the revenue cycle.

Nice To Haves

• Supervisory experience in a healthcare environment is strongly preferred.
• Post-high-school education is preferred.
• A related or comparable certification is strongly considered.
• Certified HealthCare Access Manager (CHAM) certification through NAHAM is preferred, or the certification is to be obtained within 2 years of hire.

Responsibilities

• Supervise Front Office Patient Access Associates and coordinate daily front-office operations for outpatient hospital services.
• Plan daily work and staffing assignments, accounting for planned and unplanned PTO and business demands; coordinate staffing across departments with Patient Access leaders.
• Ensure Float Pool staff are trained for cross-coverage and coordinate float staffing to meet department needs.
• Supervise scheduling, pre-registration, registration, check-in, insurance verification, referral and order management, and point-of-service collections.
• Ensure accurate patient and guarantor account information, financial clearance, insurance information, referrals, authorizations, and collection and posting of applicable co-payments.
• Promote a positive patient and family experience and ensure registration and financial clearance processes follow organizational policies and applicable regulations.
• Set team priorities, coordinate work with other leaders, guide staff, and ensure tasks and productivity and quality goals are met.
• Maintain front-office processes, policy standard work, department files, and appropriate policies and procedures.
• Participate in staff selection, interviewing, hiring, orientation, and performance management in partnership with the Patient Access Manager.
• Communicate expectations, coach and mentor staff, assess performance, provide recognition, and support staff development and teamwork.
• Audit registration documentation and outstanding issues, conduct data quality reviews, and arrange follow-up training to improve registration performance.
• Investigate insurance coverage and referral issues and manage processes to maximize payment from commercial and managed care plans.
• Collaborate with the Financial Clearance Manager to align scheduling and check-in with referral, order, and authorization management.
• Track daily metrics, staff productivity, scheduling utilization, fill rates, patient throughput, and point-of-service collection results; report staffing abnormalities and propose solutions.
• Work with clinical and department managers to address scheduling utilization and improve fill rates, patient throughput, and revenue.
• Collaborate with organizational leaders, Patient Accounts, IT, CCMC/CCSG departments, and the One-Call Referral Center to improve registration processes, systems, and patient and family experience.
• Review occurrence-reporting events related to registration and check-in staff and implement action plans.
• Maintain and monitor department financial results related to point-of-service and co-payment collections and work toward benchmark targets.
• Support registration-related denial reduction and update standard work and processes based on scheduling variances and denials.
• Educate staff on team building, problem solving, and conflict resolution; resolve routine issues and seek manager support for more complex issues.
• Demonstrate behaviors consistent with CCMC standards, leadership behaviors, mission, values, and goals.