Manager, Patient Access

Hourly Pay Range

$35.16 - $54.50 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

• Position:
  Manager, Patient Access
• Location:
  
  Arlington Heights, IL
• Full Time/Part Time:
  Full Time
• Hours:
  
  Monday-Friday, 8:30am - 5pm
• Required Travel: n/a

Reporting to the Director of Patient Access oversees patient registration services, scheduling support, and reimbursement related functions at the customer point of access. Monitors and oversees the performance of patient access specialists ensuring complete and accurate patient registration in compliance with hospital and regulatory standards. Establishes implements and maintains measures for appropriate staffing, productivity, compliance, quality, accuracy, and customer service. Serves as a liaison for patients with point of service departments, physicians and insurance carriers to resolve escalated registration issues.

• Manages the effective daily operations of the designated patient access and call center areas and related services. Oversees the performance of Patient Access Specialists and determines and adjusts staff scheduling requirements. Evaluates on-going workflow of patient registration services including compiling complete insurance information, scheduling patient services, coordination with physicians and insurance carriers and compliance with hospital and regulatory requirements. Monitors customers wait times and staff productivity to ensure the delivery of quality services that meet customer expectations and service goals.
  
  Ensures standards are maintained in accordance with departmental policies, procedures and Medicare guidelines. Responsible for data integrity and accuracy on all registration systems.
• Directs registration staff in activities to facilitate customer registration/scheduling and expedite resolution of any related issues. Intercedes in escalated patient issues and serves as a resource and liaison for patient access staff, point of service departments, physicians and insurance carriers to research and resolve registration and services issues and ensure quality customer outcomes. Promotes positive relations with patients, visitors, physicians, and staff.
  
  Utilizes the NCH Service Recovery Program to support and maintain customer goodwill.
• Plans and conducts new hire orientation and on-going training programs (i.e. regulations, technology, customer service skills, policies and procedures, etc.) for all staff. Modifies training materials/program content and creates job aids and tools as needed. Ensures staff is properly trained in all department, hospital and regulatory policies and procedures. Collaborates with education consultant's organization-wide to ensure staff learning needs are identified and addressed.
• Provides interpretation to registration staff and physicians on the hospitals managed care contract requirements. Implements contract requirement changes and trains and monitors staff to ensure compliance. Remains current with the Center for Medicare and Medicaid Services (CMS), the Emergency Medical Treatment and Active Labor Act (EMTALA), the Health Insurance Portability and Accountability Act (HIPAA), the latest trends in managed care and other government regulations proactively.
  
  Identifies drafts, seeks approval for, and implements initiatives to proceduralize changing regulations.
• Develops and prepares regular and special reports and analyses relating to the registration process, service and productivity standards, continuous quality improvement (CQI), department budget and compliance standards. Reviews ancillary department registration orders and patient account codes to identify discrepancies that may impact billing and revises in the registration system as required. Analyzes and interprets data and recommends process/procedural improvements. Develops service standards, operational controls, and performance improvement monitoring tools to measure internal and external customer satisfaction and reports on progress.
  
  Formulates department policies, securing appropriate approvals, and implements providing staff with interpretation and guidance to ensure consistent quality service.
• Interviews, hires, disciplines, and discharges (when necessary) subordinate personnel. Regularly evaluates staff performance according to the hospital's performance management system and maintains accurate personnel and payroll records. Supports development of team member's knowledge and skills through regular feedback and recognition of positive accomplishments and coaching opportunities. Organizes monthly staff meetings to discuss problems identified, system related issues, new policies, procedures, and training needs.
• In consultation with the Director of Patient Access, assists in the development of short and long-term goals. Participates in the development of annual business plans and budgets. Manages the registration area budget in a…