Manager, Patient Access

Do you want to work at one of the

Top 100 Hospital s in the nation? We are guided by our values of Love and Excellence and are passionate about delivering health, not just health care. Come join us at Christiana Care!

Christiana Care, with Hospitals in Wilmington and Newark, DE, as well as Elkton, MD, is one of the largest health care providers in the Mid-Atlantic Region. Named one of "America's Best Hospitals" by U.S. News & World Report, we have an excess of 1,100 beds between our hospitals and are committed to providing the best patient care in the region. We are proud to that Christiana Hospital, Wilmington Hospital, our Ambulatory Services, and Home Health have all received ANCC Magnet Recognition.

Patient Access, a critical piece of the overall Revenue Cycle, plays an invaluable role in patient account management through conversations with the patient and the use of respective Electronic Health Records (EHR) and Billing systems. The goal of the department is to ensure the fiscal integrity of Christiana Care Health System (CCHS) at the guarantor and encounter level, while delivering exceptional customer service.

The Patient Access Department collects vital patient demographic information and verifies insurance information, as well as identifying the potential need for state Medicaid applications or financial assistance offerings through CCHS for uninsured or underinsured patients. Patient Access is also responsible for validating any necessary referrals or authorizations from payors are in place prior to services rendered to ensure appropriate reimbursement from the payor.

Patient Access is responsible for the collection all pre-service or point-of-service (POS) payments such as copays, co-insurance, or deductibles prior to services rendered.

The Patient Access Manager for the Patient Access Team is accountable for ensuring the above responsibilities are performed with Love and Excellence in an accurate and timely manner to provide an optimal patient experience.

To manage and supervise the personnel, resources and operations of the assigned Patient Access Team(s).

• Manage and provide guidance to Patient Access team members, including scheduling, training, performance evaluations, and conflict resolution.
• Lead, mentor, and develop team members to ensure high standards of customer service, accuracy, and productivity.
• Conduct regular team huddles and departmental meetings to communicate updates, goals, and expectations.
• Lead by example and manage a diverse group of individuals effectively, fostering a positive, motivated, and productive work environment.

• Develop and continuously optimize the Patient Access functions, including registration, insurance verification, authorizations, and financial clearance.
• Ensure Patient Access processes comply with regulatory standards, policies, and procedures.
• Identify areas for operational improvements to streamline processes and enhance efficiency. Play an active role in implementing such approved improvements.
• Possess the managerial mindset and flexibility to adjust workflows and priorities in response to shifting department or organizational needs.
• Delegates work and responsibilities to staff to provide adequate and appropriate coverage of all registration processing areas to ensure that routine operational activities run smoothly.
• Provides clear channels of communication, delegation, and accountability within the Patient Access Department for effective supervision, problem solving and ongoing enhancement of the admission/registration process.
• Works with Information Systems on enhancements and implementation of systems.
• Proactively engages and collaborates closely with Patient Access Business Analysts for all business and system process changes, improvements or implementations.
• Coordinates with Human Resources to fill vacant positions in a timely manner.
• Interviews, recruits, develops, and retains qualified team members.
• Engages in frequent interactions and conflict resolution with patient, physicians, staff. Must be able to communicate to all levels of the…