Manages all onsite Patient Access operations, maximizing patient throughput while gathering appropriate critical data to obtain reimbursement for services rendered. Responsible for leading and directing the work of all onsite front-end operations within the Patient Access department. Motivates staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and financial performance. Optimizes staff performance through process redesign, policy/procedure implementation, communications, continuing education and professional development activities, staff empowerment and outcome feedback.
As a mission-driven innovative health organization, we will become the national leader in improving the health of our communities and each person we serve. By demonstrating reverence, commitment to those who are poor, justice, stewardship, and integrity, our organization will continue to provide better health, better care, at lower costs.
Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
Manages Patient Access staff, processes & systems, and coordinates activities that may focus on onsite patient registration/intake, medical necessity screening, point-of-service collections, dissemination of patient information, pre-service notification and authorization, securing insurance and demographic information prior to service, and support coverage of other departmental divisions. Responsible for front end unbilled management and denial prevention. Responsible for managing of performance metrics to drive best practice processes and financial gain. Provides guidance and direction to assigned staff in multiple locations (Inpatient Admissions, Outpatient Registration, Emergency Department Registration, Financial Counseling, and other onsite/offsite locations) to ensure effective integration and coordination of departmental work activities and quality job performance. Serves as local liaison for system issues and serves as technical advisor and resource to staff. Provides similar support to non-centralized registration areas.
Manages the development of colleague work schedules to ensure cost effective staffing that meets customer requirements.
Represents director in problem resolution when director is unavailable.
Manages team projects by empowerment and collaboration of team members:
Subject matter expert for developing training materials, systems, procedures, and new programs.
Leads the redesign of registration processes and systems to improve overall patient experience, data integrity, and staff productivity/quality to achieve departmental goals and process outcomes.
Develops effective decision-making, communications and interpersonal relations to ensure a positive image of the Ministry Organization, and to ensure customer satisfaction, supporting and portraying strong customer service philosophies in all encounters:
Formally assesses the developmental needs of the division on a periodic basis and promotes opportunities for division development with attention to skills in independent decision-making, effective communications and interpersonal relations to ensure customer satisfaction in conjunction with Trinity Health’s core values and to foster team spirit.
In coordination with the director, identifies and implements opportunities for staff to increase their knowledge base, advance their practice and enhance their professionalism through staff orientation and continuing education opportunities. May manage some degree of training to meet these goals.
Maintains work site in full operational order:
Selects employees based on potential contributions, departmental culture/needs and personnel policies. Recommends allocation of resources based on scope of goals and priorities. Responsible for hiring employees when needed and terminates positions when necessary.
Monitors and reviews performance appraisals. Manages regular ongoing performance feedback cycle, performs associate evaluations, and reviews and approves performance goals:
Assists the director in maintaining fiscal accountability for assigned area of responsibility by identifying new operational, capital and program needs, managing staffing allocation in alignment with customer service goals, and by meeting budget parameters.
Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; manages and conducts special studies and prepares management reports, including Key Performance Indicators as they relate to the division (waiting/service times, staff productivity, accuracy, customer feedback, incident reporting, etc.).
Other duties as needed and assigned by the director.
Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
Must possess a demonstrated knowledge of all aspects of patient access operations, including but not limited to; patient registration, point-of-service, medical necessity, bed management and collections, as normally obtained through a Bachelor’s degree in Healthcare or Business Administration, or a related field, or an equivalent combination of education and experience. Three (3) to five (5) years of relevant patient access/intake experience with documented evidence of performance achievement, history of operational process improvement suggestions and voluntary commitment to projects/teams may substitute for education.
Three (3) to five (5) years supervisory experience required. Experience in a complex, multi-site environment preferred.
Customer service background is strongly preferred. Must be proficient in the use of Patient Registration/Patient Accounting systems and related software systems. Must be proficient in the use of Microsoft Office business software.
Demonstrated ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities.
Maintains current knowledge of registration/pre-service processes, bed management (as assigned) and point-of-service collections, processes and systems; regulatory and 3rd party payer issues and requirements. Must become familiar with local charity policy and payment options.
Ability to communicate and work with patients, physicians, physician office personnel, associates, multiple direct patient care providers and others in order to expedite the registration/intake process. Dynamic communication skills (verbal and written) in dealing with trainees, associates, and internal/external customers. Ability to negotiate with insurance vendors, medical directors, and 3rd party payers when appropriate.
Displays ongoing leadership in promoting positive attitudes and ensuring exceptional customer service. Capability and flexibility to develop skills needed as a change agent; Ability to form partnerships through consensus. Serves as a change agent, coach, mentor, team builder and facilitator.
Effective critical thinking, problem solving, analytical analysis and decision-making skills. Strong quantitative and analytical abilities to process and display data.
Flexible work style, tactful, poised, and patient. Ability to handle a high degree of pressure, heavy workloads, multiple requests, numerous interruptions, and short deadlines in a positive manner, establishing priorities for effective work completion. Adapts quickly to changing conditions, assimilating new processes into job functions and taking ownership.
Exhibits superior management skills that emphasize team-building and strong leadership with the ability to provide clear direction to the department, while also functioning as an individual contributor.
Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative, shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health
Must be able to independently set and organize own work priorities for self and for the assigned team, and successfully adapt to new priorities as part of a changing environment. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
Must demonstrate high levels of initiative, drive and poise coupled with qualities of maturity, professionalism, flexibility, and patience.
Must be able to travel to the various Trinity Health sites (10% ) if responsible for multiple site registration / pre-service) as needed.
Physical requirements include ability to stand for long periods, push wheelchairs, and lift.
Our Commitment to Diversity and Inclusion
Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.
Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.