Manager, Patient Access

Hourly Pay Range:

Manager, Patient Access

Position Highlights:

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

Job Summary:

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.

What you will do:

• 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 good will.
• 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 fiscally responsible fashion. Assists in overseeing on-going department compliance with all hospital, JCAHO, federal and regulatory agencies standards. Actively participates in corporate compliance initiatives. Monitors compliance and initiates corrective action as necessary. Supports the CQI process by conducting periodic audits and reviews of policies and procedures. Participates in cross-functional hospital meetings and committees representing patient registration.

What you will need:

• Education: Bachelor's degree in Healthcare, Business or a related field required.
• Certification: n/a
• Experience: Minimum 5 years' experience with medical insurance, registration processes, revenue cycle reimbursement, EMTALA, HIPPA, OIG work plans and other government and third-party healthcare regulations in a managed care environment required OR at least 3 years NCH PAS/PES experience with 1 of those years as a Lead required. Minimum of 2 years of management experience required for external hires. Prior experience with registration service related and quality measurement techniques required.
• Unique or Preferred Skills: Excellent oral and written communication skills to effectively interact and outside agencies individually or in a group setting in a service-oriented manner. The analytical skills necessary to collect and analyze data, identify problems, research regulatory topics, interpret federal regulations, and develop meaningful recommendations. The leadership skills necessary to motivate employees, utilizing a team approach, to meet the challenges of the registration process. The organizational skills to manage daily registration operations, coordinate multiple projects simultaneously, implement regulations and guidelines and monitor actions. Ability to interpret technical instructions and abstract variables outside of current practices and roles to generate creative ideas, solutions to problems, and devise new or enhanced processes. The mathematical skills necessary to comprehend financial data. Proficiency using a personal computer to create and manage documents, reports and presentations in Microsoft Word, Excel, and Power point is required.

Benefits (For full time or part time positions):

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.