Patient Access Manager

26 N Arsenal Ave Location

Damien Center Values

Dignity-Collaboration-Accountability-Equity-Quality-Innovation

Founded in 1987, Damien Center is Indiana's oldest and largest AIDS service organization (ASO) and serves more than 8000 individuals living with or at risk for HIV through a comprehensive, innovative approach to care and prevention. Our purpose is to be a trusted partner in providing services, education and advocacy for all people living with or at risk for HIV and any person seeking a safe and welcoming home for care. Our services include care coordination, clinical and pharmacy services, mental health, housing, and nutrition.

Position Summary:

The Manager is responsible for the daily operational, financial, clerical, and patient services necessary to maintain the efficient flow of the health center. This position manages staffing levels, trains staff on workflows, and ensures consistent practices in accordance with established policies and procedures. This position directly supervises Registration, Front Office, and Insurance Enrollment staff located at the 26 N Arsenal Ave service location.

Duties and Responsibilities:

This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills.

• Manages staff doing registration, financial clearance, check-in, and check-out at assigned service location.
• Regularly reviews and develops strategies for improving the ongoing quality assurance for Patient Access outcomes (i.e., improving no-show rates, account information accuracy, etc.).
• Evaluates the patient experience within the assigned service location and implements changes as determined by department leadership.
• Recommends updates to department leadership for policies & procedures, job manuals, job descriptions, and Standard Operating Procedures (SOP). Ensures any updates are effectively implemented.
• Provides feedback into process improvements, and standardization of policies and procedures to department leadership as well as all relevant departments and staff (i.e., Medical, Psychiatry, Nursing, Pharmacy, Mental Health, Case Management, etc.).
• Assists the Senior Manager in coordinating orientation and training for new Patient Access team members including effective knowledge of the Electronic Medical Record, Policies and Protocols, and overall health center programs.
• Responsible for maintaining appropriate enrollment and unenrollment of database accounts according to job role, including for all Patient Access staff and others that receive authorization in portals through the Patient Access team (ie. IHCP Provider Portal, OneSource, etc.)
• Triages patient complaints and other emerging issues within the service location such as grievances, incident reports, crisis intervention alongside Safety Manager.
• Assists staff in troubleshooting insurance and Ryan White eligibility & benefits.
• Assists department leadership in completing monthly, quarterly, semiannual, and annual grant reporting for Ryan White A, B, C, MAI, and other current funding streams.
• Collaborates with managers across and external to the health center, ensuring information is accurate and accessible in multiple databases and platforms.
• Completes regular monthly audits on Insurance Enrollment Specialist (IES) staff services, notes, and billing to ensure high quality of work is completed accurately and on time. Reports to department leadership the findings of audits so that Senior Manager and the Ryan White Grant Manager may use those results for supervisions, quality improvement projects, etc.
• Serves as secondary contact for Insurance Enrollment team for Indiana Department of Health (IDOH) and Marion County Public Health Department (MCPHD) Ryan White HIV/AIDS Program (RWAHP).
• Assisting with managing staff assignments and progress for RWHAP Birthday & Half-birthday referrals at each monthly interval.
• Orders and maintains adequate office supplies at assigned service location.
• Performs special assignments and other work, on an as-needed basis. 

Education and/or Experience

• Bachelor's degree preferred, but not required.
• 1-2 years' experience in managing the process of patient registration, financial counseling, insurance enrollment, front office, or referrals required.
• Experienced in applying patients for Medicare, Medicaid, Marketplace, and/or Ryan White HIV/AIDS Programs (RWHAP) required.
• Licensed Indiana Navigator certification required or obtained within 90 days of hiring.
• Certified Healthcare Access Associate (CHAA) certification required or obtained within 6 months of hiring.
• Bilingual (English/Spanish) preferred, but not required.

*Work or lived experience may substitute for education requirements on a case-by-case basis.

Knowledge, Skills, and Abilities:

Possess superior organizational and administrative skills. Excellent interpersonal and communication abilities. Excellent computer skills in a Microsoft Windows environment. Ability to work independently and achieve high standards of productivity, achieving deadlines and with superior product results. Strong calendaring, organizational, and document management skills required. Proactive approach to solving problems and communicating to leadership. Knowledge of office management systems, procedures, and office equipment required. Excellent time management skills and ability to prioritize work.

Qualifications

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions. The individual in this role must display the highest level of integrity and confidentiality. The individual should have effective communication skills, attention to detail and organization, and flexibility and adaptability. The individual will also maintain knowledge of trends in their area of responsibility.

Physical Demands: 

The physical demands described here are general representations of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, talk, and hear. The employee frequently is required to use hands to touch and handle objects. The employee frequently stands or walks.
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made for individuals with disabilities to perform the essential functions. Remote work is on a case-by-case basis and must be approved by the supervisor.

• Office setting, with sustained use of a computer.
• The noise level in the work environment is minimal to moderate.
  • Individuals should maintain personal and professional competency and work to create an environment of courtesy, respect, inclusion, and positivity in all interactions both internal and external to the organization.

• FLSA Status: Salaried, Full-time, Exempt
• Leader: Senior Manager – Patient Access
• Salary: $55,260 annually

• Benefits: 
• 150 hours of PTO in the first year followed by 195 hours per year moving forward.

• 12 paid holidays
•  Medical coverage options include a PPO plan or a HDHP.
• Dental & Vision plans
• Health Saving Account or Flexible Spending Account
• Dependent Care Flexible Spending Account
• Employee Assistance Program
• 403b Retirement Account with 5% matching and 100% vesting after 90 days
• Life Insurance @ 2 times the annual salary
• Voluntary Life Insurance Plan including spouse and child coverage options
• Short- & Long-Term Disability Plans
• Premium Subscription to the CALM APP which assists with anxiety, stress & other mental health challenges
• Professional Development Opportunities
• Tuition Assistance
• Annual performance review that includes an annual performance-based salary increase

Protecting our team members, clients, volunteers, and community partners is an integral part of how we ensure our continued work with the clients we serve. As a condition of employment, Damien Center requires team members to be vaccinated against influenza and receive a tuberculosis skin test (or chest x-ray) annually, and to be vaccinated against COVID-19 (including all boosters), barring an approved religious or medical exemption.

Damien Center is an Equal Opportunity Employer

Damien Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, family status, ethnicity, national origin, age, disability, marital status, amnesty, status as a covered veteran, other legally protected status, or genetic (including family medical history) information.

Damien Center complies with applicable federal laws and with all state and local laws governing non-discrimination in employment in every location in which Damien Center has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Please apply at www.damien.org/job-opportunities

This position description does not constitute a contract of employment or guarantee of any terms or conditions of employment. Damien Center employees are employed on an at-will basis. Nothing in this position description restricts Damien Center's right to assign or reassign duties and responsibilities to this position at any time.