Endeavor Health
Overview
Position: Manager, Patient Access Location: Arlington Heights, IL Hours: Monday-Friday, 8:30am – 5pm Full Time/Part Time: Full Time Hourly Pay Range: $35.16 - $54.50 per hour. The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors. Job Summary
Reporting to the Director of Patient Access, this role oversees patient registration services, scheduling support, and reimbursement-related functions at the point of access. It monitors and oversees the performance of patient access specialists to ensure complete and accurate patient registration in compliance with hospital and regulatory standards. It establishes, implements, and maintains measures for staffing, productivity, compliance, quality, accuracy, and customer service. The position serves as a liaison for patients with point of service departments, physicians, and insurance carriers to resolve escalated registration issues. What You Will Do
Manage the daily operations of the designated patient access and call center areas and related services. Oversee performance of Patient Access Specialists and determine/adjust staff scheduling. Evaluate ongoing workflow of patient registration services, including collecting complete insurance information, scheduling patient services, coordinating with physicians and insurance carriers, and ensuring compliance with hospital and regulatory requirements. Monitor customer wait times and staff productivity to deliver quality services meeting goals. Ensure standards are maintained per departmental policies, procedures, and Medicare guidelines. Maintain data integrity and accuracy on all registration systems. Direct registration staff to facilitate customer registration and scheduling; resolve related issues. Intercede in escalated patient issues and act as resource and liaison for patient access staff, point of service departments, physicians, and insurance carriers to research and resolve registration and service issues and ensure quality outcomes. Promote positive relations with patients, visitors, physicians, and staff. Utilize the NCH Service Recovery Program to support and maintain customer goodwill. Plan and conduct new hire orientation and ongoing training (regulations, technology, customer service, policies and procedures). Update training content as needed and provide tools and aids. Ensure staff is trained in department, hospital, and regulatory policies. Collaborate organization-wide to address learning needs. Provide interpretation of managed care contract requirements to registration staff and physicians. Implement contract changes and train staff to ensure compliance. Stay current with CMS, EMTALA, HIPAA, OIG, and other regulations; identify and implement procedural changes as regulations evolve. Develop regular and special reports related to registration processes, service levels, CQI, and budgets. Review registration orders and codes for accuracy; analyze data to identify improvements. Develop service standards, controls, and performance monitoring tools; set department policies and provide guidance to ensure consistent quality service. Hire, discipline, and evaluate staff; maintain payroll records. Support staff development through feedback, recognition, and coaching; organize monthly meetings to discuss issues, policies, and training needs. Assist in developing short and long-term goals, annual business plans, and budgets. Monitor department compliance with hospital, regulatory, and accreditation standards. Participate in corporate compliance initiatives and cross-functional hospital meetings and committees representing patient registration. What You Will Need
Education: Bachelor’s degree in Healthcare, Business or a related field required. Experience: Minimum 5 years’ experience with medical insurance, registration processes, revenue cycle reimbursement, EMTALA, HIPAA, and related regulations in a managed care environment required; OR at least 3 years NCH PAS/PES experience with 1 year as a Lead; minimum 2 years of management experience for external hires. Prior experience with registration service delivery and quality measurement techniques required. Skills: Excellent oral and written communication; strong analytical ability to collect and analyze data, interpret regulations, and develop recommendations. Leadership to motivate a team and manage daily operations. Strong organizational skills to manage multiple projects and ensure compliance. Ability to interpret technical instructions and devise process improvements. Proficiency with Microsoft Word, Excel, and PowerPoint. Benefits (Full Time or Part Time)
Career pathways to professional growth Medical, Dental, Vision options Tuition Reimbursement Free Parking Wellness Savings Plan Health Savings Account Options Retirement options with company match Paid Time Off and Holiday Pay Community involvement opportunities Endeavor Health is a fully integrated healthcare delivery system serving more than 4.2 million residents across six northeast Illinois counties, with more than 25,000 team members and over 6,000 physicians across 300+ locations and eight acute care hospitals. For more information, visit www.endeavorhealth.org. Endeavor Health is committed to assisting individuals with disabilities. Please refer to the main career page for information. We are an equal opportunity employer (EOE). Diversity, equity and inclusion are core to who we are.
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Position: Manager, Patient Access Location: Arlington Heights, IL Hours: Monday-Friday, 8:30am – 5pm Full Time/Part Time: Full Time Hourly Pay Range: $35.16 - $54.50 per hour. The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors. Job Summary
Reporting to the Director of Patient Access, this role oversees patient registration services, scheduling support, and reimbursement-related functions at the point of access. It monitors and oversees the performance of patient access specialists to ensure complete and accurate patient registration in compliance with hospital and regulatory standards. It establishes, implements, and maintains measures for staffing, productivity, compliance, quality, accuracy, and customer service. The position serves as a liaison for patients with point of service departments, physicians, and insurance carriers to resolve escalated registration issues. What You Will Do
Manage the daily operations of the designated patient access and call center areas and related services. Oversee performance of Patient Access Specialists and determine/adjust staff scheduling. Evaluate ongoing workflow of patient registration services, including collecting complete insurance information, scheduling patient services, coordinating with physicians and insurance carriers, and ensuring compliance with hospital and regulatory requirements. Monitor customer wait times and staff productivity to deliver quality services meeting goals. Ensure standards are maintained per departmental policies, procedures, and Medicare guidelines. Maintain data integrity and accuracy on all registration systems. Direct registration staff to facilitate customer registration and scheduling; resolve related issues. Intercede in escalated patient issues and act as resource and liaison for patient access staff, point of service departments, physicians, and insurance carriers to research and resolve registration and service issues and ensure quality outcomes. Promote positive relations with patients, visitors, physicians, and staff. Utilize the NCH Service Recovery Program to support and maintain customer goodwill. Plan and conduct new hire orientation and ongoing training (regulations, technology, customer service, policies and procedures). Update training content as needed and provide tools and aids. Ensure staff is trained in department, hospital, and regulatory policies. Collaborate organization-wide to address learning needs. Provide interpretation of managed care contract requirements to registration staff and physicians. Implement contract changes and train staff to ensure compliance. Stay current with CMS, EMTALA, HIPAA, OIG, and other regulations; identify and implement procedural changes as regulations evolve. Develop regular and special reports related to registration processes, service levels, CQI, and budgets. Review registration orders and codes for accuracy; analyze data to identify improvements. Develop service standards, controls, and performance monitoring tools; set department policies and provide guidance to ensure consistent quality service. Hire, discipline, and evaluate staff; maintain payroll records. Support staff development through feedback, recognition, and coaching; organize monthly meetings to discuss issues, policies, and training needs. Assist in developing short and long-term goals, annual business plans, and budgets. Monitor department compliance with hospital, regulatory, and accreditation standards. Participate in corporate compliance initiatives and cross-functional hospital meetings and committees representing patient registration. What You Will Need
Education: Bachelor’s degree in Healthcare, Business or a related field required. Experience: Minimum 5 years’ experience with medical insurance, registration processes, revenue cycle reimbursement, EMTALA, HIPAA, and related regulations in a managed care environment required; OR at least 3 years NCH PAS/PES experience with 1 year as a Lead; minimum 2 years of management experience for external hires. Prior experience with registration service delivery and quality measurement techniques required. Skills: Excellent oral and written communication; strong analytical ability to collect and analyze data, interpret regulations, and develop recommendations. Leadership to motivate a team and manage daily operations. Strong organizational skills to manage multiple projects and ensure compliance. Ability to interpret technical instructions and devise process improvements. Proficiency with Microsoft Word, Excel, and PowerPoint. Benefits (Full Time or Part Time)
Career pathways to professional growth Medical, Dental, Vision options Tuition Reimbursement Free Parking Wellness Savings Plan Health Savings Account Options Retirement options with company match Paid Time Off and Holiday Pay Community involvement opportunities Endeavor Health is a fully integrated healthcare delivery system serving more than 4.2 million residents across six northeast Illinois counties, with more than 25,000 team members and over 6,000 physicians across 300+ locations and eight acute care hospitals. For more information, visit www.endeavorhealth.org. Endeavor Health is committed to assisting individuals with disabilities. Please refer to the main career page for information. We are an equal opportunity employer (EOE). Diversity, equity and inclusion are core to who we are.
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