Business Office Manager

Job Summary: Manages and oversees front-end Business Office and patient access operations to ensure accurate, efficient, and patient-centered registration processes. Responsible for registration accuracy, insurance verification, point-of-service collections, patient financial communication, and related front-end workflows. Collaborates with the Revenue Cycle Manager to resolve front-end issues affecting clean claims and reimbursement.

QUALIFICATIONS:

Education and/or Experience

· High School diploma or equivalent, Associate's or Bachelor’s degree in business, Healthcare Administration, or related field preferred.

· Previous healthcare registration, patient access, insurance verification, or business office experience preferred.

· Experience with point-of-service collections and patient financial communication preferred.

· Previous supervisory or management experience preferred.

Certificates, Licensure, Registrations

· Current Nebraska driver’s license

Knowledge, Skills and Abilities

· Effective communication skills

· Computer skills

· Demonstrated leadership skills, organization, problem-solving, and staff development skills.

· Working knowledge of patient registration, insurance eligibility/verification, point-of-service collections, and customer service practices.

General Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Ability to calculate figures, add, subtract, multiply, and divide
• Ability to generate, read, interpret, and act as it relates to basic financial statements, national and state regulations, operational and maintenance and organizational policy/procedures
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Ability to write reports and correspondence
• Ability to effectively present information
• Ability to work cooperatively and communicate effectively to maintain good working relationships
• Ability to work with skill in identifying problems; making frequent decisions regarding method of performance

Supervisory Responsibilities

· Registration/Patient Access staff

Security/Access

· Will have access to the facility 24 hours a day.

· Will have access to confidential information abiding by the organizations privacy policies and regulations concerning this information.

Equipment Used

· Computer and printer

· Telephone system

· Fax and copy machine

· General office materials/supplies

· Electronic Medical Record (EMR) system

· Calculator

· Scanning equipment

Patient Age Groups Served

None

Essential Job Duties & Responsibilities:

1. Manages front-end Business Office and patient access operations effectively and efficiently.

• Oversees day-to-day registration operations and ensures appropriate staffing and workflow coverage.
• Develops and maintains registration and patient access policies and procedures.
• Ensures service levels and patient access standards are achieved and maintained.
• Works collaboratively with clinical departments, Revenue Cycle, Finance, and other departments to resolve front-end issues.
• Sets and monitors department goals and objectives.

2. Oversees accurate patient registration and demographic processes.

• Ensures patient demographic, guarantor, insurance, and other registration information is collected and entered accurately.
• Monitors registration accuracy through routine audits and provides staff education and corrective action as needed.
• Ensures insurance cards, required forms, and other registration documentation are obtained and maintained appropriately.
• Standardizes registration processes across applicable hospital and clinic locations.

3. Oversees insurance verification and front-end payer requirements.

• Ensures insurance eligibility and benefits are verified according to organizational procedures.
• Ensures registration staff investigate eligibility discrepancies and incomplete or inaccurate insurance information.
• Coordinates authorization, referral, or other front-end payer requirements when assigned to the Business Office.
• Works with the Revenue Cycle Manager to identify and correct registration-related causes of claim denials or delayed reimbursement.

4. Oversees point-of-service collections and patient financial communication.

• Ensures staff consistently request and collect applicable copayments, deductibles, coinsurance, and other patient-responsibility amounts in accordance with organizational policy.
• Supports appropriate patient financial counseling and communication regarding expected patient responsibility.
• Monitors point-of-service collection performance and provides staff coaching and education.
• Promotes respectful, accurate, and patient-centered financial interactions.

5. Monitors front-end performance and quality.

• Monitors key performance indicators such as insurance verification rate, registration accuracy, point-of-service collections, and registration-related denials.
• Reviews trends and implements process improvements when performance does not meet established goals.
• Provides reports and updates to leadership regarding patient access performance and improvement activities.

6. Recruits and develops a qualified and productive workforce.

• Maintains and creates department job descriptions to represent positions accurately and clearly.
• Recruits, interviews, and selects qualified candidates following established hiring practices and guidelines.
• Orients and trains new employees thoroughly in department and organizational operations, policies, and procedures.
• Provides ongoing training, education, coaching, and development opportunities.
• Uses labor resources effectively and manages staffing to meet operational needs.

7. Performs employee relations functions effectively to promote a positive work environment, retention, and communication.

• Communicates effectively and provides regular feedback to staff.
• Interprets, enforces, and applies department and organizational policies consistently and fairly.
• Addresses employee issues in an effective and timely manner and communicates with leadership and Human Resources as appropriate.
• Administers the annual performance appraisal process for assigned staff.

8. Performs other duties as assigned.

ESSENTIAL STANDARDS OF BEHAVIOR

The Essential Standards of Behavior outline the code of conduct and behavior standards expected of all employees at Callaway District Hospital and Medical Clinics (CDH&MC). Performance and behavioral expectations for this section are evaluated through direct observation, rounding, and/or reported incidents that have been reviewed and investigated by the department manager and indicate a pattern of behavior. The overall average score for this section will be factored into the total overall Performance Evaluation result.

1. EFFECTIVE COMMUNICATION: At Callaway District Hospital and Medical Clinics, the purpose of our communication is to provide clear, accurate information and achieve mutual understanding through active listening and open, respectful dialogue.

2. COMPASSIONATE CARE/CUSTOMER SERVICE: At Callaway District Hospital and Medical Clinics, we know that we make a difference in the lives we touch. We deliver service in a manner that reflects compassion, empathy, and caring. Compassion is demonstrated by listening to, accepting, and responding to the distinct needs of each person in each interaction.

3. RESPONSIVENESS: By anticipating the needs of others and responding promptly, Callaway District Hospital and Medical Clinics consistently provides a high level of service, increasing the trust and confidence others have in us.

4. TEAMWORK: At Callaway District Hospital and Medical Clinics, we work collaboratively and value the specific and necessary contributions of each team member. We work together with a shared goal of achieving excellence in addressing patient needs, one patient at a time.

5. ACCOUNTABILITY: At Callaway District Hospital and Medical Clinics, we take responsibility to know, understand, and perform in a professional and competent manner. We extend ourselves by asking, “What more can I do?” to help ensure a positive outcome. We are critical to the operations of CDH&MC and take pride in our organization, our abilities, and ourselves.

6. RESPECT: At Callaway District Hospital and Medical Clinics, we value the unique qualities and needs of individuals and are committed to understanding and appreciating the diversity of cultures, opinions, and experiences that patients, families, and CDH&MC staff bring to our environment.

ESSENTIAL Work Environment & Physical Requirements:

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 to enable individuals with disabilities to perform the essential functions.

Pay: $32.72 - $50.00 per hour

Expected hours: 32.0 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $33 - $50