Patient Access Services Operations Manager

Position Summary

Relocation assistance: Up to $15,000

Pay Range: $78,582.40/yr.  to $122,803.20/yr

Provides operational oversight and management of patient access services which includes 24x7 staffing coverage of registration and patient check-in activities, department hiring and terminations, insurance verification, financial services, and other related activities. Works closely with the Director of Patient Access Services to lead the development and implementation of budget initiatives and requirements. Works closely with supervisors and front-line staff to ensure efficient and accurate patient access processes, while also prioritizing patient satisfaction, safety and quality of care. Leads the development and implementation of policies and procedures that streamline patient access workflows, while ensuring compliance with regulatory requirements. Develops and maintains a positive work environment that promotes HMC values.

Job Duties & Responsibilities

Function Management: Manages daily operations of assigned departments/functions. Functional management responsibilities include, but are not limited to:

• Manages patient access functions to ensure consistent delivery of high-quality patient access services. Oversees 24/7 patient registration services, ambulance arrivals and bed transfers/reservations, centralized scheduling and check-in services, insurance verification, and related operations to ensure compliance and patient satisfaction. Ensures appropriate levels of staffing and support to maintain operations.
• Manages the patient financial clearance process, which includes financial assistance, cash collections, denials, verification, prior authorizations, notice of admissions and determination of eligibility for Medicaid or other assistance programs. Ensures patients receive financial counseling and education regarding their healthcare benefits, financial responsibilities, and options. Supervises cash handling and management within the Admitting department, ensuring accurate counts and submissions. Manages the denials review process in collaboration with the Insurance Verification team; works alongside clinics and HPCs to reduce denial rate.
• Makes rounds daily to ensure department is functioning smoothly and assist with issues as needed.
• Responsible for oversight of hospital PBX switchboard operations and ensures staffing needs are met.
• Ensures Epic work queues are managed for all Admitting and Insurance Verification staff and that prompt and accurate follow-up is completed as needed.
• Oversees contracted services to ensure contractual obligations are fulfilled and appropriate service levels are maintained.
• Monitors and manages operational performance. Develops and maintains appropriate department metrics and measures. Monitors and manages patient/customer satisfaction. Actively engages in performance improvement and quality initiatives. Provides timely, accurate reports and communications regarding department operations and performance.
• Builds and maintains effective working relationships. Serves as a liaison across disciplines. Participates as an active member of various committees; leads work groups, projects and committees as assigned.
• Maintains professional skills, subject matter expertise, and awareness of regulatory changes, compliance issues, innovations and developments, through research and training/continuing education opportunities.
• q Ensures regulatory compliance. Maintains programs and records in good order, as required for efficient and effective operations.

People Management: Provides leadership oversight and direct supervision for assigned staff to ensure consistent delivery of high-quality services. Executes leadership and supervision tasks in an accurate, equitable, timely and effective manner to meet service and performance expectations. People management tasks include, but are not limited to:

• Manages employees from selection and hiring through offboarding/separation. Coaches, mentors, and supports supervisors and subordinate staff. Establishes clear expectations and fosters an environment that supports effective communication through effective use of formal and informal discussion, 1:1’s, huddles, and staff meetings.
• Proactively monitors and manages employee satisfaction and engagement, turnover, training and development, and performance. Responds to employee concerns and/or union grievances.
• Acts as the first line of mediation for conflicts between staff and/or patients and staff; addresses difficult situations in a timely and effective manner.

Financial Management: Leads department financial processes and related activities. Financial management responsibilities include, but are not limited to:

• Monitors and manages department financial performance using appropriate metrics and measures.
• Responsible for understanding, monitoring, and managing assigned budgets. Seeks opportunities to increase volumes, enhance revenues and reduce expenses. Works closely and proactively with senior leader(s) to plan and develop operational and capital budgets and to address any financial challenges that may arise.
• Acts as the decision maker at the department level, within the scope of approved budgets and operational plans. Analyzes data and uses sound judgement in making independent decisions.

Performs other related duties and special projects, as assigned.

Job Specifications

Education & Experience

Required:

• Bachelor’s degree in a related field, or an equivalent combination of education and experience
• Five (5) years of job-related experience
• Two (2) years of experience directly supervising others
• One (1) year of experience in a hospital or healthcare setting

Preferred:

• Bilingual Spanish

Licenses & Certifications

Preferred:

• CHAA (Certified Healthcare Access Associate) through NAHAM
• Certified Medical Interpreter and/or documented foreign language proficiency

Required Knowledge, Skills, and Abilities

• Understanding of the overall revenue cycle and working knowledge of current practices and regulatory requirements in patient access services, including registration, scheduling, admitting, insurance verification, financial assistance, cash collections, denials, prior authorization.
• Demonstrated knowledge of current patient customer service methods and practices and commitment to fostering positive patient experiences.
• Professional and effective written and verbal communication skills. Ability to identify potential barriers to communication and employ communication strategies appropriate to the audience/situation. Ability to develop and maintain timely and accurate records and reports.
• Ability to cultivate effective interpersonal relationships and work in collaboration with internal and external stakeholders.
• Demonstrated ability to lead a team, motivate individual and team performance, and support the development and success of others.
• Ability to maintain composure and professionalism in sensitive or stressful situations.
• Ability to learn, develop/maintain proficiency, and effectively use current technology, equipment, and software programs, including electronic medical records, Microsoft Office suite (Outlook, Word, Excel, and PowerPoint), and other systems and equipment.
• Ability to perform basic math functions as needed to perform departmental recordkeeping and/or auditing activities and to understand and manage department financial reports and budgets.
• Ability to work independently performing a wide variety of assignments that require the use of independent judgment, critical analysis, systems-thinking, problem-solving, organization, and prioritization skills.

Additional Posting Information

Hillsboro Medical Center believes in providing equal employment opportunities for all qualified individuals. Recruitment, hiring, promotions, transfers, working conditions, training, and compensation will be based on qualifications without regard to race, color, sex, sexual orientation, gender identity, religion, age, creed, national origin, marital status, family relationship, veteran status, genetic information, physical or mental disability, or any other status or characteristic protected by applicable law. We further commit ourselves to continuing the practical application of this policy in our daily business conduct.