Job Description
The Patient Access Manager will oversee the four sites below:
3436 Isleta Blvd SW 87105
7400 Menaul Blvd NE 87110
6400 Paseo Del Norte NE 87113
3515 Coors Blvd NW 87120
The Patient Access Manager is responsible for the operations and functions of all Patient Access areas in multiple facilities. Responsibilities include leading the patient access team, promoting, and providing an exceptional patient experience, managing staffing and productivity, and overseeing all insurance verification, financial counseling, collections, and other revenue cycle functions. This position ensures compliance with JCAHO, HCA, CMS, EMTALA, HIPAA, and other hospital, state, or federal guidelines. In this position, it is imperative to implement process improvement initiatives to ensure patient/staff satisfaction, and positive financial outcomes are met. The ability to multi-task and problem-solve is a must.
This role covers multiple facilities with 50+ direct reports.
POSITION RESPONSIBILITIES
Culture:
- Influence and lead Patient Access team based on Servant Leadership Principles.
- Maintain an appropriate Patient Access environment that is friendly and respectful.
- Oversees daily Patient Access metrics including NPS, Callbacks, Bedside, etc.
- Enhances and maintains own professional growth and development through participation in relevant educational programs, literature, in-service meetings, conferences, and workshops.
- Follow and enforce all company policies.
- Coordinates with department directors and administration to ensure effective patient flow and quality customer service.
- Maintains and fosters effective public relations with patients, providers and the public as well as spending a maximum amount of time per day interacting with staff.
- Responsible for researching and responding to patient complaints.
Revenue and Cycle:
- IH Liasson to the Revenue and Cycle Team to ensure alignment with the hospital partner including policies and workflow.
- Expertise knowledge of and ability to perform Patient Access duties: verifying benefits, check patients in and out and collect copayments, coinsurance, and deductibles.
- Assists in establishing productivity standards and evaluating staffing requirements (both temporary and permanent) based on volumes.
- Ensures department is meeting OT and productivity standards in line with the current budget and patient volumes.
- Ensures established departmental policies and procedures, objectives, quality assurance program, safety, environmental, and infection control standards are met and followed by staff.
- Reviews and develops Patient Access operations to ensure compliance with JCAHO, HCA, CMS, EMTALA, HIPAA, and other state or federal guidelines.
- Designs and continuously refines work drivers, workflows, space utilization, and technology to be more efficient.
- Monitors productivity to identify areas of inconsistency and optimize utilization of staff resources.
- Ensures all patient documents are accurate, secured and scanned or sent to HIM.
- Tracks key Patient Access performance measures/success factors to quantify department contributions and continually assess opportunity. Including but not limited to:
- ED Acknowledgment Form
- Workqueque Management to ensure accounts are up to date and rectified
- Partner with Billing and Coding for any Denials and Write-Offs
- Patient Payments
- Responsible for auditing patient charts for accuracy, compliance, and timeliness to adhere to regulations and timely filing
- Responsible for the implementation of future sites surrounding the patient access area.
Personnel:
- Oversees all Patient Access staff including the supervisors and leads.
- Initiates coaching, corrective action and performance improvement plans for attendance, productivity, and quality opportunities including termination.
- Oversees the training and hiring of the Patient Access staff.
- Ensures new hires and staff are appropriately trained to perform duties as assigned for the role including EPIC and Cultural Training.
- Ensures continuous education and training material for current staff beyond the initial onboarding.
- Defines clear roles and responsibilities for supervisors, leads, and staff through verbal and written communication. Helps staff maximize their expected contribution by developing expectations, documents, and detailed priority matrixes.
- Conduct Quarterly 1:1’s with the staff to discuss employee performance and discuss any potential opportunities for improvements.
- Support the supervisors and leads with Quarterly Patient Access Staff Meetings.
- Approves monthly Patient Access scheduling ensuring they are scheduled to the appropriate staffing tier.
- Responsible for Patient Access time clock administration (NOVAtime).
- Mentors and fosters growth of members of the team for personal and professional growth.
- Is on call 24 hours a day, 7 days a week to handle any situation that arises including participating in weekend call per rotation guidelines.