Overview

The Patient Access Manager is responsible for the daily operations of the Hospital's Patient Registration areas, including both Inpatients and Outpatients, Patient Financial Counseling, Central Scheduling, and PBX. Provides leadership and insight development of technology and initiatives that improve the effectiveness and enhances the patient experience by meeting the services needs of all departments, patients, providers, and customers. The manager will develop policies, procedures, and processes in coordination with Patient Financial Services to maximize revenue cycle efficiencies and effectiveness. The manager works closely with ancillary and financial departments to ensure the highest quality of services are provided to all customers and providers throughout the organization. Also, participates as a member of the SVH Leadership team and is responsible for departmental communication on assigned committees. Completes special projects and/or assignments as requested. 

Responsibilities

Provides consistent leadership, management consultation and oversight for the Patient Access departments. Ensures departments are staffed appropriately. Provides direction, coaching and support to direct reports regarding professional standards, work quality, performance and accountability; collaborates on resolving problems and/or performance gaps; develops annual staff engagement improvement plans; and engages in regular communications (department meetings, one-on-ones, performance feedback, etc.).

Monitors staff productivity to ensure compliance with patient scheduling, registration, and insurance authorizations. Follows up with staff individually as appropriate.

Monitors Point of Service collection activity to ensure meeting percentage of monthly point of service collections goal as set by Patient Financial Services.

Actively participates in Patient Experience initiatives including timely follow up with all patient and physician office complaints to ensure quick resolution; Timely follow up with Rate My Hospital surveys for all responses <3 pertaining to Patient Access. 

Assures hospital operator pages authorized personnel, authorized announcements and properly pages emergency codes. Monitors hospital operators answer, screen and direct all incoming calls promptly to appropriate areas.

Keeps up to date on changes imposed by Medicare, Medi-Cal, Commercial Insurance as well as Federal and State laws impacting health care.

Utilizes all hospital systems accurately including Paragon Registration, Patient Management, Eligibility systems, and Statistical Reports. Ensures staff are properly trained in these systems and audits for accuracy and completeness to ensure timely reimbursement of claims.

Management Patient Access budget, explains variances to CEO and direct supervisor. Makes adjustments whenever necessary.

Develops and maintains an annual QAPI plan for the Patient Access departments that demonstrates quality performance and identifies areas for performance improvement with measurable results. Develops, implements, and evaluates policies and procedures assuring quality, safety, and compliance. 

Participates in Leadership and other assigned committees.

Qualifications

Education: Bachelor's Degree in Business Administration or Health Care Management, or related field, or an equivalent combination of education, training and experience.

Experience: Minimum of 3 years Admitting or Patient Access and/or Scheduling experience required as well as a minimum of 3 years supervisory experience in a related field.

License or Certification: None

Required Skills or Knowledge: Position requires excellent written and verbal communication skills, strong organizational, problem-solving, and analytical skills, strong management and interpersonal skills, ability to manage priorities and workflow, flexibility and a willingness to work with constantly changing priorities with enthusiasm, ability to deal effectively with a diversity of individuals at all organizational levels, and good judgment with the ability to make timely and sound decisions. Demonstrates exceptional customer service skills and professionalism. Must have knowledge of registration process of all inpatient and outpatient services. Must have knowledge of insurance products such as Commercial PPO, HMO, Medicare, Medi-Cal, supplemental, workers' compensation, International and Covered CA, and be familiar with authorization processes. Must have knowledge of registration procedures that affect the functions of patient care.