Pt Access Site Mgr

General Position Summary:

The Patient Access Site Manager is responsible for coordination and supervision of the Outpatient Registration, Emergency Department Registration, and scheduling staff, as well as the daily Financial Counselor position duties. This position requires detailed knowledge in registration and scheduling protocols and their impact on the organization as a whole. The Site Manager is responsible for enforcing policies and procedures, monitoring the accuracy of registration and scheduling data, resolving patient account issues, and managing the overall training and coordination of work for the department.

The Financial Counselor is an advocate for uninsured and underinsured patients. This position is responsible for providing patients with the understanding of financial assistance policies, assisting with billing inquiries, processing financial assistance applications, and reviewing self-pay accounts. The Financial Counselor advises patients of their financial obligations and works with patients to resolve financial liabilities. The Financial Counselor collects and posts payments and deposits all monies collected.

The position requires the ability to independently plan, schedule, organize and respond appropriately on a wide variety of subjects and situations. The ability to perform the duties of the staff supervised is required.

A substantial portion of the normal duties requires proper judgment, sensitivity, and adherence to the organization’s policy on confidentiality. The individual has access to patients’ medical information, as well as financial information. The individual maintains and has access to confidential departmental personnel files.

Duties and Responsibilities:

• Maintain knowledge of organizational policies and procedures.
• Develop staffing schedules and assure staffing needs are met, including covering shifts when other coverage is not found.
• Responsible for interviewing and hiring applicants to maintain adequate staffing in the department.
• Review and process timecards in an accurate and timely manner. Maintain accurate employee attendance files.
• Encourage and commend staff for excellent performance.
• Provide timely performance improvement feedback and coaching. Participate in progressive discipline when warranted by inappropriate employee behavior or inadequate work performance.
• Respond to employee questions/concerns on an individual basis as needed. Be available for off-hours staffing issues and escalations.
• Perform registration account audits to monitor the accuracy of demographics and insurance information. Tracks common issues and provides training to staff to prevent the issue from recurring.
• Ensure that patient experience and service standards are met.
• Monitors adherence to established policies and procedures, including work rules, safety procedures, confidentiality standards, accreditation standards, and CMS standards.
• Work collaboratively with other departments on issues relating to patient access.
• Serve as the knowledge expert and information source for staff. Keep abreast of insurance, referral, and billing requirements.
• Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention from a higher authority.
• Provide new employees with orientation and training.
• Train and delegate appropriate training responsibilities for new and current staff.
• Serves as the point of contact for all financial assistance-related questions.
• Communicates with patients to gather all relevant information required to assess the current financial situation of patients in order to process financial assistance applications.
• Assess and offer payment alternatives which may include pre-payment for elective care, applying for the hospital’s financial assistance program, or other available coverage options.
• Counsel patients on out-of-pocket liabilities.
• Collect patient out-of-pocket liability amounts including deductible, co-payments, open patient balances on accounts not settled.
• Works self-pay accounts by contacting patients post service to screen for coverage options, establish payment schedule, or other appropriate arrangement.
• Enters clear documentation of all patient financial counseling activities into the patient account notes.
• Consults with supervisor as needed to resolve account issues.
• Adheres to hospital policy regarding patient rights including right to privacy and confidentiality.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Good oral and written communication skills.
• Demonstrates age specific competency.
• Demonstrates understanding of Medicare and third-party payer coordination of benefits policies and procedures related to the admission and registration function.
• Knowledge of medical billing requirements, third party payers, coordination of benefits, scheduling practices.
• Demonstrates good judgment and the ability to make decisions effectively.
• Ability to interact with patients calmly and treat them with dignity and respect, even in stressful conditions.
• Knowledge of HIPAA regulations and demonstrates the ability to keep protected health information confidential.
• Good time management and organizational skills.
• Proficient in Microsoft Office applications.
• Demonstrates an aptitude and willingness to learn new responsibilities
• Ability to work independently, make decisions, meet deadlines, and solve problems, working under a moderate to high degree of pressure

Work Experience, Education, and Certifications:

• High School graduate or equivalent.
• At least 4 years of experience in the revenue cycle process preferred, or 2 years of experience in a related leadership role.

Physical Requirements / Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds.

Essential or Non-Essential Classification:

• This position is designated as a non-essential position and therefore the employee’s presence at work during an emergency or bad weather conditions is not required to meet operational needs.

Statement of Non-Inclusivity:

This job description has been designed to describe the general nature and level of work being performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, skills, responsibilities, and qualifications which may be required of or given to any employee assigned to the position. The skills, duties, requirements, and responsibilities outlined in this job description may be changed or added to when deemed appropriate and necessary by the company or the person who is designated to be managerially responsible for this position. Receipt of the job description does not imply nor create a promise of employment, nor an employment contract of any kind. Employment with the company is an at-will relationship.