Job Summary: Responsible for the managing, hiring, staffing, documenting and performing corrective actions and terminating of the Patient Access outpatient registration staff onsite and offsite, pre-arrival authorizations staff and pre-registration staff, admission staff and financial assistance staff. Responsible for all POS procedures in these areas, which includes all of the collection processes prior to the services and/or at the time of the services and any payment plans or estimated costs requested by patients. This position is responsible for the scheduling and timekeeping of this staff and planning the coverage as needed and being available to the staff 24/7. Responsible for all other assignments and/or responsibilities as delegated by the Director of Patient Access.
Primary Job Responsibilities:
Manages the registration staff for the follow areas in Patient Access which includes interviewing, hiring, scheduling, performing any corrective actions including termination for the following areas in Patient Access which also includes the scheduling and timekeeping and any coverage issues 24/7:
• Admissions and OB Staff (including patient financial counseling)
• Financial Assistance Counselor (for outpatient services)
• Training and education (for all direct reports)
• Pre-Arrival Team (insurance eligibility and authorizations for scheduled services)
(Radiology, Cardiology, Respiratory, Nuclear Med, Sleep Studies, Breast Center, Surgery
and Home Health)
• Pre-Registration Team (for all scheduled services except Home Health)
• All associated registration areas that register all scheduled services and walk-in services
i.e., Lab, Radiology, Cardiopulmonary, and etc.
Monitors the performance of each associate and ensures they have the appropriate training in order to meet competencies, this includes addressing day-to-day concerns, questions or the need for additional training. This includes working other Patient Access staff in the ER and Express Cares that does not directly report to this position. Patient Access also assists other areas of the hospital with registration and/or insurance training and all of this is coordinated through this position i.e. scheduling staffs or Maryville Imaging or other areas within the hospital that register i.e. Wound Care, Corporate Health etc.
Performs the 90-day and annual evaluation process and makes the additional determinations if additional education or training is needed for continued growth. Ensures that the Patient Access New Employee Checklist is completed.
Manages the staff coverage to meet the needs of the department and assists in coverage as needed.
Active role in the POS processes for all of the responsibility areas which not only includes collections prior to service or at time of service but also includes financial counseling for those patients that cannot meet their financial obligations. This includes understanding the Financial Clearance Policy and translating that appropriately to patients and/or educating the staff. This also includes an understanding of the insurance plans and how that relates to patient services and/or quotes for the costs for such services.
Monitors staff productivity and provides constructive feedback to the Patient Access Director regarding staffing and processes, this includes addressing hospital low volume activity and reducing staff hours accordingly.
Orders supplies for all onsite and offsite responsibility areas and reports the costs to the Director of Patient Access for budget tracking.
Assists other departments with editing/correcting registration fields per physician order changes or patient activity changes as requested in a timely manner so that the record can be finalized for coding and billing, which includes HIM, Case Management and Patient Financial Services departments.
Resolves customer service issues that may arise and ensures effective communication is maintained with internal and external customers, this includes working closely with other department management to resolve issues in a timely manner.
Consistently and effectively communicates appropriate information to staff within the Patient Access department and works with the other supervisory staff within Patient Access to keep the Patient Access staff unified in department processes and procedures.
Performs any miscellaneous requests or assignments as directed by the Patient Access Director.