Patient Access Division Manager (ED)

Overview

The Patient Access ED System Manager oversees and standardizes all registration-related functions and processes across the Emergency Departments at Regional and Northport Medical Center, in addition to all Patient Access functions at Fayette Medical Center. This role ensures efficient, accurate, and compliant registration operations while optimizing patient flow, staffing, training, and financial performance.

Responsibilities

Operational Leadership & Standardization

Coordinates and standardizes registration functions across all emergency departments, ensuring consistency and efficiency.

Establishes and maintains best practices for patient registration, discharge, and financial liability across all locations.

Oversees staffing levels, scheduling, and resource allocation to ensure department needs are met while maintaining productivity standards.

Evaluates and maintains adequate equipment and technology to support smooth registration processes.

Staff Supervision & Development

Directly supervises registration leadership and holds them accountable for performance outcomes.

Ensures all staff are properly trained, capable, and proficient in registration workflows, insurance verification, point-of-service collections, and compliance standards.

Monitors staff performance, provides coaching and development opportunities, and ensures adherence to key performance indicators (KPIs).

Financial & Revenue Cycle Management

Implements and maintains effective point-of-service (POS) collection strategies to meet financial targets.

Monitors financial performance, ensuring registration and collection processes align with revenue cycle goals.

Reviews and enhances processes to maximize efficiency, accuracy, and reimbursement.

Patient Flow & Discharge Coordination

Directs and coordinates the patient discharge process, ensuring a smooth and efficient experience.

Works closely with clinical and financial teams to reduce delays and enhance patient throughput.

Compliance & Performance Monitoring

Ensures all registration activities adhere to hospital policies, regulatory requirements, and industry best practices.

Tracks, analyzes, and reports key performance metrics to identify opportunities for improvement.

Implements continuous process improvements to enhance accuracy, efficiency, and patient satisfaction.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.

• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.

• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

Qualifications

Three years of Admissions/Access/Billing experience with proven results in key performance metrics. Detailed knowledge of reimbursement and use of effective point of service collections required. Must be able to interpret third party, private insurance coverages and hospital rates to patients.

Bachelor’s degree required, with higher education and/or specialized training preferred.  Must be able to communicate (orally and in writing) effectively with patients, doctors and other departments in the hospital. Computer based knowledge to effectively data mine is necessary. Must be able to read, write legibly, speak, and comprehend English. 

WORKING CONDITIONS

Working indoors in a cubical area, sitting 80% of the time, standing 5%, kneeling 2.5%, squatting/crouching 2.5%, stooping 5%, and walking 5%.  Activities include lifting of 35 lbs maximum which would be a two (2) man lift, frequent lifting and/or carrying 20 lbs. occasionally.  Ability to push or pull over carpet floors, concrete ramps and on varied surfaces, a four wheel cart with 50 lbs. of paperwork.

Filing ledgers or finding ledgers requires reaching, pushing, pulling, extending the hands and arms in any direction.  Stooping and bending the body forward by bending the spine at the waist.  To reach lower areas requires kneeling by bending the legs at the knee of crouching by bending the body downward and/or forward by bending the legs and spine.  This is 50% of daily work.

Organizing charts requires handling of papers by holding, grasping and turning, with picking up and pinching as finger movements.  This is a repetitious procedure that is constantly being done.

Communication through talking, expressing and exchanging ideas by means of the spoken word.  Hearing; perceiving the nature of sounds by the ear in order to communicate.  Seeing; use of vision to determine characteristics of objects, depth perception, color vision with the ability to distinguish color, coding on ledgers, near/far activity 100% daily.

Ability to figure complex computations and communicate these figures to the public.

Mental capability to maintain patient confidentiality 100% of the time.

Physical presence onsite is essential.  Hearing and vision must be normal or corrected to within normal range.  Able to perform the duties with or without reasonable accommodation.