Harmonmemorial
Job Summary
The Patient Access Manager contributes to the success of JCMH and is responsible for coordinating the day-to-day activities of the Patient Access and Switchboard Departments including but not limited to supervising and providing support to Patient Access employees; ensuring that, insurance, financial and clinical data is accurately collected, analyzed and recorded on all patients so that bills can be produced according to regulatory and payer requirements; and interacting in a customer-focused manner. Critical Duties
Develops and maintains a consistent standard of performance excellence within assigned areas. Serves as a consultant to department staff and other management. Develops staffing requirement to ensure adequate staffing. Promotes positive interpersonal relationships with patients, staff, and visitors to ensure effective communication. Monitors and evaluates processes, outcomes, and services. Participates and implements performance improvement initiatives at the department level in a collaborative manner with multidisciplinary colleagues. Identifies appropriate internal controls for departments; provides mechanisms to monitor and enforce compliance. Understands the nature of managing 24/7 departments and need to offer or arrange support and coverage for all shifts. Demonstrates Competency in the Following General Areas
Responsible for coordinating frontline supervision of Patient Access and Switchboard departments. Manages and controls all processes related to patient registration in the Inpatient, Outpatient and Emergency Room areas. Develops effective internal controls designed to promote adherence with applicable laws, accreditations agency requirements and federal, state and private health plans. Ensures timely registration of patients, accurate data entry of patient demographics and financial information. Ensures the Electronic Eligibility processes are in place, monitored, reviewed, and coverage updates are completed in a timely manner. Perform patient registration function when needed. Ensure daily hospital registration QA is performed. Follow up on patient complaints promptly. Provides appropriate performance feedback to Patient Access Representatives and Switchboard Operators. Oversight of productivity of individual representatives. Makes recommendations for continuous improvement based on proactive and reactive business needs focusing on improved communication, customer and representative satisfaction. Responsible for the development of representatives through effective hiring, mentoring, education and performance feedback. Interacts with other departments to ensure an efficient and service-oriented operation. Conducts team meetings with staff to provide continuing education. Addresses staff issues fairly and timely and delivers corrective and/or disciplinary action when appropriate. Responsible for compiling and analyzing pertinent reports in a timely manner. Maintains patient confidentiality 100% of the time. Demonstrates Competency in the Following Primary Duties
Plans, organizes and manages Patient Access/Switchboard activities and personnel. Continually reviews staffing, workflow and systems to identify optimal usage and effectiveness in order to ensure maximum hospital reimbursement and the highest quality of patient service. Creates or reviews policies and procedures regularly. Responds to patient questions, inquiries and complaints as needed and documents information on accounts to ensure that account history is maintained. Ensures that all scheduling, registration, admission and insurance information is obtained accurately and efficiently and that staff adheres to all hospital policies. Oversees daily quality control checks and provides staff with feedback on areas that need improvement. Maintains overall working knowledge of the Meditech modules to ensure that the admission/registration/billing process is completed in the most efficient manner; oversees, coordinates and tests applications as necessary. Prepares Patient Access/Switchboard reports on a daily, weekly, monthly or as needed to ensure that hospital management is well informed. Coordinates and approves staff time and attendance to ensure that areas are adequately staffed at all times, unscheduled absences are documented appropriately and overtime is avoided when possible. Encourages professional growth and development of department personnel through in-service education and other programs. Performs job specific duties and all other duties as assigned in a timely and accurate manner. Recruits, hires and retains a qualified staff. Professional Requirements
Wears identification while on duty; meets dress code standards; appearance is neat and clean. Reports to work on time and as scheduled, uses time and attendance system correctly and completes work within designated time. Remote work is allowed with prior approval with the understanding that some activities will require on-site presence. Attends mandatory meetings; attends and/or reads minutes of other scheduled meetings. Respects patient confidentiality and uses discretion in discussion of patient information. Participates in continuing educational activities as deemed appropriate by department’s Director and completes annual education requirements in a timely manner. Follows hospital and departmental requirements for infection control and safety. Educational/Experience/Regulatory Requirements
Bachelor’s degree in Business Administration, Finance, Healthcare Administration or related field or equivalent education and experience Must demonstrate a thorough knowledge of healthcare management Must be able to think creatively and strategically in developing and implementing management procedures, goals and objectives Must have strong diplomacy skills and the ability to communicate with all levels of employees Must have knowledge of insurance verification procedures and payor guidelines regarding inpatient notification, pre-certification and pre-authorization Must have knowledge of coordination of benefit rules and MSP rules Prior work history must demonstrate a thorough understanding of medical insurance, procedures related to filing claims, and understanding of medical records. Intermediate to Advanced level knowledge of Microsoft Excel, Microsoft Word and/or Microsoft Access preferred. Previous work history that demonstrates steady attendance and punctuality is required. Language Skills
Must be able to read & communicate effectively in English. Must be able to communicate firmly what is required of patients in regard to their financial status. Must be able to communicate (orally and in writing) effectively with patients, doctors and other departments in the institution. Physical Demands
Work may be stressful with regular patient contact. Must be able to meet, communicate, and work with patients and public directly, orally, and in writing. For physical demands of position, including vision, hearing, repetitive motion and environment, see attached description. Near visual & hearing acuity required to perform essential duties of position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising client care.
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The Patient Access Manager contributes to the success of JCMH and is responsible for coordinating the day-to-day activities of the Patient Access and Switchboard Departments including but not limited to supervising and providing support to Patient Access employees; ensuring that, insurance, financial and clinical data is accurately collected, analyzed and recorded on all patients so that bills can be produced according to regulatory and payer requirements; and interacting in a customer-focused manner. Critical Duties
Develops and maintains a consistent standard of performance excellence within assigned areas. Serves as a consultant to department staff and other management. Develops staffing requirement to ensure adequate staffing. Promotes positive interpersonal relationships with patients, staff, and visitors to ensure effective communication. Monitors and evaluates processes, outcomes, and services. Participates and implements performance improvement initiatives at the department level in a collaborative manner with multidisciplinary colleagues. Identifies appropriate internal controls for departments; provides mechanisms to monitor and enforce compliance. Understands the nature of managing 24/7 departments and need to offer or arrange support and coverage for all shifts. Demonstrates Competency in the Following General Areas
Responsible for coordinating frontline supervision of Patient Access and Switchboard departments. Manages and controls all processes related to patient registration in the Inpatient, Outpatient and Emergency Room areas. Develops effective internal controls designed to promote adherence with applicable laws, accreditations agency requirements and federal, state and private health plans. Ensures timely registration of patients, accurate data entry of patient demographics and financial information. Ensures the Electronic Eligibility processes are in place, monitored, reviewed, and coverage updates are completed in a timely manner. Perform patient registration function when needed. Ensure daily hospital registration QA is performed. Follow up on patient complaints promptly. Provides appropriate performance feedback to Patient Access Representatives and Switchboard Operators. Oversight of productivity of individual representatives. Makes recommendations for continuous improvement based on proactive and reactive business needs focusing on improved communication, customer and representative satisfaction. Responsible for the development of representatives through effective hiring, mentoring, education and performance feedback. Interacts with other departments to ensure an efficient and service-oriented operation. Conducts team meetings with staff to provide continuing education. Addresses staff issues fairly and timely and delivers corrective and/or disciplinary action when appropriate. Responsible for compiling and analyzing pertinent reports in a timely manner. Maintains patient confidentiality 100% of the time. Demonstrates Competency in the Following Primary Duties
Plans, organizes and manages Patient Access/Switchboard activities and personnel. Continually reviews staffing, workflow and systems to identify optimal usage and effectiveness in order to ensure maximum hospital reimbursement and the highest quality of patient service. Creates or reviews policies and procedures regularly. Responds to patient questions, inquiries and complaints as needed and documents information on accounts to ensure that account history is maintained. Ensures that all scheduling, registration, admission and insurance information is obtained accurately and efficiently and that staff adheres to all hospital policies. Oversees daily quality control checks and provides staff with feedback on areas that need improvement. Maintains overall working knowledge of the Meditech modules to ensure that the admission/registration/billing process is completed in the most efficient manner; oversees, coordinates and tests applications as necessary. Prepares Patient Access/Switchboard reports on a daily, weekly, monthly or as needed to ensure that hospital management is well informed. Coordinates and approves staff time and attendance to ensure that areas are adequately staffed at all times, unscheduled absences are documented appropriately and overtime is avoided when possible. Encourages professional growth and development of department personnel through in-service education and other programs. Performs job specific duties and all other duties as assigned in a timely and accurate manner. Recruits, hires and retains a qualified staff. Professional Requirements
Wears identification while on duty; meets dress code standards; appearance is neat and clean. Reports to work on time and as scheduled, uses time and attendance system correctly and completes work within designated time. Remote work is allowed with prior approval with the understanding that some activities will require on-site presence. Attends mandatory meetings; attends and/or reads minutes of other scheduled meetings. Respects patient confidentiality and uses discretion in discussion of patient information. Participates in continuing educational activities as deemed appropriate by department’s Director and completes annual education requirements in a timely manner. Follows hospital and departmental requirements for infection control and safety. Educational/Experience/Regulatory Requirements
Bachelor’s degree in Business Administration, Finance, Healthcare Administration or related field or equivalent education and experience Must demonstrate a thorough knowledge of healthcare management Must be able to think creatively and strategically in developing and implementing management procedures, goals and objectives Must have strong diplomacy skills and the ability to communicate with all levels of employees Must have knowledge of insurance verification procedures and payor guidelines regarding inpatient notification, pre-certification and pre-authorization Must have knowledge of coordination of benefit rules and MSP rules Prior work history must demonstrate a thorough understanding of medical insurance, procedures related to filing claims, and understanding of medical records. Intermediate to Advanced level knowledge of Microsoft Excel, Microsoft Word and/or Microsoft Access preferred. Previous work history that demonstrates steady attendance and punctuality is required. Language Skills
Must be able to read & communicate effectively in English. Must be able to communicate firmly what is required of patients in regard to their financial status. Must be able to communicate (orally and in writing) effectively with patients, doctors and other departments in the institution. Physical Demands
Work may be stressful with regular patient contact. Must be able to meet, communicate, and work with patients and public directly, orally, and in writing. For physical demands of position, including vision, hearing, repetitive motion and environment, see attached description. Near visual & hearing acuity required to perform essential duties of position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising client care.
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