Patient Access Division Manager (Non-Procedural)

Direct and coordinates all registration, pre-certification, authorization and pre-registration duties for all system wide hospital registration (patient access) departments. Direct reporting includes pre-registration, post registration, emergency department, cancer center and Fayette registration. Coordinates and standardizes all registration related functions and processes within all areas across the hospitals whether direct or indirect reports. Ensures proper staffing levels, adequate equipment, and accurate/precise procedures are in place to achieve goals and objectives. Ensures that the staff are properly trained and capable of handling work load. Directly supervises registration leaders and holds to key performance indicators. Directs and coordinates the discharging process. Implements and maintains effective point of service collections, monitors performance to ensure strategic targets are achieved. Reviews all departmental processes and procedures to ensure an overall effective revenue cycle management.

• Provides a positive patient experience with the DCH CARE values.
• Must be able to effectively communicate ABN requirements to all applicable parties (patients, physicians, physician office managers, departmental personnel etc).
• Ensures accurate and timely completion of all medical and financial forms related to all patient access functions.
• Directs personnel to ensure compliance with front-end collection policies and procedures.
• Engages in and supervises the explanation of hospital policy related to patient access staff.
• Identifies areas of improvement in order to increase efficiency and decrease wait times.
• Approves payroll and is responsible for accurate payment of employees, including other management positions.
• Ensures registration and authorizations are met within the filing limits of the insurance companies.
• Effectively recruits, orients and trains staff to meet reasonable industry standard turnover and retention goals.
• Proactively gains and maintains knowledge of all relevant patient access regulatory and DCH standard requirements.
• Promotes, demotes, or transfers employees to meet organizational needs, including other management positions.
• Serves as an expert for third party eligibility systems, EHR and other designated patient access systems.
• Actively participates in DNFB meetings.
• Manages departmental budget and identifies opportunities for improvement through expense reduction or revenue opportunities.
• Manages performance to key performance indicators and sets action plans with staff to ensure metrics are met.
• Ensures appropriate staffing levels and maintains expectations of productivity standards.
• Provides training and ensures compliance with DCH internal and external regulatory standards.
• Updates Policy & Procedure manuals as needed to fully support effective revenue cycle management.
• Actively provides feedback related to training needs of the organization to the patient access trainer and provides additional feedback to Director of adequacy of training received.
• Executes progressive discipline up to and including termination

DCH Standards

• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• 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.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.
• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• 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.

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.