Manager, Patient Access

Overview

Job Details:
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. 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. Patient Access collects vital patient demographic information and verifies insurance information, and identifies 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.

It is responsible for collecting pre-service or point-of-service (POS) payments such as copays, coinsurance, 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).

Staff Management and Leadership

• 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.
• Ability to lead by example and manage a diverse group of individuals effectively, fostering a positive, motivated, and productive work environment.

Operational Oversight

• 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.
• Delegate work and responsibilities to staff to provide adequate and appropriate coverage of all registration processing areas to ensure routine operational activities run smoothly.
• Provide 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.
• Work with Information Systems on enhancements and implementation of systems.
• Proactively engage and collaborate closely with Patient Access Business Analysts for all business and system process changes, improvements or implementations.
• Coordinate with Human Resources to fill vacant positions in a timely manner.
• Interview, recruit, develop, and retain qualified team members.
• Engage in frequent interactions and conflict resolution with patients, physicians, and staff. Communicate to all levels of the Enterprise in a professional and comprehensive manner.
• Ensure hospital protocols for…