JOB SUMMARY:

The Director of Patient Access is responsible for administering, coordinating, and reviewing the performance of patient access. This includes IP/OP, clinic, and other registration services at numerous entry points. Responsible for identifying and implementing strategies to improve processes, promote operational efficiency, enhance the patient experience, and meet regulatory compliance guidelines. This requires active engagement and collaboration with providers, operational areas, leadership, and staff. Critical responsibilities in this role include the achievement of annual and periodical goals for the call-center, pre-registration, registration, patient reception, check-out/scheduling, insurance verification, and pre-certification and authorization as well as support the organizations' overall financial performance. Will work to promote standardization and alignment with the overall vision of the organization.

QUALIFICATIONS AND EDUCATION:

Education

• Bachelor’s Degree preferred; equivalent hospital or physician practice leadership experience required.

Qualifications

• 2-3 years’ experience as manager/director in the patient access areas of hospital and physician revenue cycle operations with 5-8 years’ management and leadership experience preferred.

• Professional certification through HFMA, AAHAM, or MGMA preferred.

• Must have extensive knowledge in all areas of Patient Access functions, including scheduling, registration, pre-registration, financial clearance, and billing and collection processes.

• Proven ability to assess operational performance, formulate action-plans, and work with various organizational stakeholders to lead process improvement initiatives.

• Must possess excellent written and oral communications, including the ability to communicate effectively across all levels of the organization.

• Knowledge of governmental, federal, state and local regulations related to patient access and admissions.

• Experience using hospital and practice management systems; experience with CPSI and Medent registration/billing software systems is a plus

• Must have practical knowledge and experience with common office software applications including Power Point, Excel, Word, etc.

• Knowledge of Medicare, Medicaid, Workers’ compensation, and Managed Care Payer requirements and regulations.

• Must possess strong leadership skills and be self-directed in his or her work.

• Able to effectively and efficiently make use of time and resources.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides vision, leadership, and operational oversight for staff within areas of responsibility.

• Will provide direction to teams across all entry points. This includes establishing positive, collaborative relationships with departmental leaders.

• Collaborates with the executive-level and revenue cycle leadership to set initiative goals, pinpoint opportunities to fortify the patient experience, and develop effective patient access operations.
• Actively leads and/or participates in modernizing Patient Access. This includes but is not limited to goal setting, tracking, and reporting of metrics, development/implementation of action plans to achieve goals, review/implementation of new technologies, standardization of policies/processes and, development of communication tools for both staff and internal customers.
• Organizes functions through establishing clear accountabilities, delegation of duties and appropriate departmentalization without creating silos.
• Develops and maintains an effective, visible, and well-respected team by selecting, evaluating, coaching, and managing the performance of qualified professionals.
• Negotiates and recruits with other department managers the need for cross training and support in their areas as necessary.
• Promotes team-building relationships in all areas of responsibility. Works in a collaborative manner with all managers/team leaders to ensure a successful and compliant revenue cycle process.
• Accountable for a comprehensive and effective communication strategy within the facility that promotes Employee Engagement, which includes enhanced employee productivity and morale.
• Communication style should promote a common understanding of the vision, strategy, and accountabilities of the hospital
• Determines appropriate staffing levels, monitors compensation, and strengthens recruiting and retention process.
• Leads the development of process improvement projects and ensures resources and timelines adhere to the department budget.
• Keeps current with Managed Care, HMO’s, and third-party payers.
• Provides financial screening and counseling to patients as required.
• Ensures accurate accounting of cashier’s activities
• Actively participates on Revenue Cycle Leadership meetings
• Assists in the orientation of new staff; serves as a resource person when needed.

SUPERVISORY RESPONSIBILTIES:

Pre-Cert Specialists, Pre-Reg Specialists, Check-Out & Scheduling Coordinator, Call Center Supervisor, Hospital Greeters and Registrars Functions as a coach & mentor to the staff for whom this position is responsible.

• Participates in and/or supports the employment process in conjunction with the Human Resources Department
• Submits requests for staffing needs on a thorough and timely basis, securing all necessary approval(s)
• Participates in the screening/interviewing process, making self available to meet the candidates’ needs to expedite the screening process.
• Participates in and/or supports the Orientation of newly hired staff members.
• Develops and/or maintains on-going training programs/initiatives to enhance skills, knowledge and productivity of existing employees.
• Provides leadership and direction to the staff for whom responsible in order to maintain a work environment that promotes the creative development of ideas and allows employees to meet and/or exceed expectations and established standards of performance.
• Monitors and measures performance of those staff reporting to this position. Addresses concerns or weaknesses and take appropriate action to ensure issues are resolved. Ensures that staff are working as efficiently, as accurately and as productively as possible.
• Ensures the compliance and/or oversees the compliance with all policies and procedures by staff. Recognizes exemplary compliance. Initiates appropriate corrective action in instances of noncompliance; secures required approvals before addressing with the staff.
• Makes decisions and takes actions essential to the daily operation of the work area(s) for which responsible.

LANGUAGE SKILLS:

Ability to communicate effectively with staff, peers, physicians and the public. Ability to speak and understand English fluently.

PHYSICAL DEMANDS:

Light physical effort; some standing, walking, bending, reaching, stooping; manual dexterity to operate keyboard and other equipment; detail oriented; able to maintain a pleasant and courteous demeanor under all circumstances.

Experience

• Must possess excellent written and oral communications, including the ability to communicate effectively across all levels of the organization.
• Proven ability to assess operational performance, formulate action-plans, and work with various organizational stakeholders to lead process improvement initiatives.
• Must have extensive knowledge in all areas of Patient Access functions, including scheduling, registration, pre-registration, financial clearance, and billing and collection processes.
• Professional certification through HFMA, AAHAM, or MGMA preferred.
• 2-3 years’ experience as manager/director in the patient access areas of hospital and physician revenue cycle operations with 5-8 years’ management and leadership experience preferred.

Education

• Bachelors or better

Licenses & Certifications

• Certification