Patient Access Services Manager

Job Summary

This position is responsible for the management and daily operation of designated registration areas. Through the effective management of the patient financial services staff, provides high quality services in patient registration, notification to third party payors, insurance verification, up-front collection, financial counseling and cashiering. Provides service excellence at each stage of the registration process, to patients, their families and medical service providers.

Essential Functions

Under direction of PAS Sr Director and/or PAS Director, provides mentoring and clear developmental opportunities to staff. Able to demonstrate the ability to have a solid succession plan in place.

Selects, trains, coaches, motivates, conducts performance evaluations, and directs the workflow for the Patient Financial Services staff. Develops goals and performance expectations for staff.

Provides information on patient registration and scheduling to all concerned departments. Maintains ongoing positive communications with patients, staff, physicians and other third parties to provide information or resolve issues.

Maximizes cash flow by maintaining and monitoring the protocols and activities associated with the financial management of the patient account, including point of service cash and timely authorizations.

Develops, maintains and adheres to the annual departmental budget. Prepares departmental schedule to ensure appropriate staffing levels at all times while remaining within budget guidelines.

Provides effective leadership and education to staff in order to meet designated accuracy, compliance and productivity goals using available statistical standards. Provides appropriate training and developmental opportunities to staff in order to meet all established goals and to minimize registration initiated initial denials.

Proactively engages in process improvement. Identifies needs, updates and improves work processes and methods. Provides opportunities for strategic departmental improvements and communicates suggestions appropriately.

Ensures new hires are properly onboarded. This includes successful training/precepting and auditing new hire work at 100% until new hire is consistently meeting performance standards. Auditing can be delegated as a mentoring opportunity, but responsibility of successful onboarding belongs to leader. Ensures there all staff have clear expectations (including BSS). Ensures there is accountability to expectations that are set including counseling/disciplinary action and termination of assigned staff (including BSS).

Minimum Qualifications

Must possess a strong knowledge of healthcare business operations as normally obtained through the completion of a bachelors degree in Accounting or Finance or related field.

Two or more years of supervisory experience coupled with extensive hospital registration experience and demonstrated leadership skills. Requires advanced mathematical skills. Must have a thorough knowledge of managed care contracts, other third-party payors, AHCCCS if applicable, and Medicare, along with knowledge of medical terminology. Requires the ability to make independent, on the spot decisions, to resolve problems as they arise and to anticipate and prevent future problems. Requires the ability to manage both supervisory and customer service staff multiple staff members and multiple levels of staff members having different supervisory responsibilities, the ability to communicate effectively verbally and in writing, and to effectively use common office software. Must have effective human relations and interpersonal skills.

Preferred Qualifications

CHAM certification preferred. Strong abilities in patient financial services database use and reporting.

Additional related education and/or experience preferred.