Patient Access Manager Jobs

Summary

Responsible for administering, coordinating, and monitoring the performance of all front desk team members (patient service representatives (PSR’s) and Greeters) across the organization. This position includes ensuring processes such as registration, financial clearance, in-office scheduling, pre-registration, insurance verification, referral management, and prior authorization are being done efficiently. This leader seeks to implement emerging best practice strategies to increase front-end efficiency and fortify the patient experience. To achieve these goals, the Patient Access Manager identifies opportunities to work with leaders in other organizational areas—including revenue cycle, operations, centralized scheduling, centralized medical records, and compliance—to ensure revenue integrity, operational efficiencies, regulatory compliance, increase care coordination, and improve communication among departments.

Essential Duties and Responsibilitiesinclude the following, and any other duties assigned as needed:

• Manages the budget for patient access, and develops and oversees process improvement projects in accordance with the budget
• Ensures awareness and compliance with all applicable laws, regulations, guidelines, and professional standards at the federal, state, and agency level
• Manages front-end processes, such as point-of-service collections, patient check-in and registration, pre-authorization, insurance eligibility, and others as assigned.
• Assesses and mentors individuals in patient access leadership roles; conducts regular performance reviews and promotes ongoing communication to foster strong succession opportunities
• Leads multidisciplinary efforts to identify the root cause of front-end denials and increase appropriate reimbursement
• Works toward optimal staff engagement, including determining appropriate staffing levels, and strengthening recruitment, hiring, and retention practices with support from site administrators and supervisors
• Oversees the education program for patient access staff across all areas of responsibility, including new hire orientation, competency assessments, remedial education, and ongoing education
• Leads the creation or revision of patient access policies and procedures to ensure compliance with government regulations and overarching organizational standards
• Works with patient access leadership to develop remediation strategies and set goals in case team or individual performance goals are not met; develops and carries out disciplinary procedures and performance improvement plans as needed
• Sets performance assessment criteria for a variety of front-end staff, including productivity and quality measures; helps set the parameters for performance dashboards and reports; performs root cause analysis to drive improvement efforts
• Conducts cost-benefit analysis for technology, software and systems, process changes, and other improvement projects; presents this information to leadership to gain buy-in and approval
• Builds and maintains relationships with site administrators and supervisors, creating coalitions to establish buy-in for a variety of access processes and hear vital operational feedback

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, and/or skills required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Education / Experience

• At least 2 years of progressive leadership experience related to the healthcare revenue cycle
• At least 4 years of combined experience working in a healthcare administration, revenue cycle, and some patient access experience required
• Bachelor’s degree required, in healthcare or business preferred, or 5 years of relevant management experience
• Master’s degree in related field strongly preferred

Knowledge / Skills

• Proven ability to manage multiple projects simultaneously while achieving positive outcomes
• Detail-oriented and organized, with strong problem-solving abilities
• Can learn and work with multiple software products during the course of an average workday
• Familiarity with applicable laws, guidelines, and professional standards
• Advanced knowledge of scheduling, pre-registration, insurance verification, prior authorization, financial clearance, and registration processes
• Demonstrated ability to manage and mentor a team
• Strong data analysis skills
• Exceptional interpersonal abilities, as well as written and verbal communication skills
• Knowledge of EPIC preferred