Clinic Access Manager
The Clinic Access Manager is a key member of the management team responsible for planning, organizing, evaluating and managing Registration and Pre-Registration teams for the Medical Services Division (MSD) of Stormont Vail Health. The incumbent manages MSD patient scheduling, pre-registration, prior authorization processes, time of service registration through a group of highly skilled employees who perform fairly complex tasks which are completed to ensure : appropriate scheduling of patient appointments; gathering accurate patient demographics and insurance information prior to and at appointment time; provides maximum customer satisfaction; Good Faith Estimates (GFE) are distributed according to regulations; prior balances are collected as appropriate; patient estimate and up front collections are accomplished according to the standards of Stormont Vail Health (SVH). The position manages 7 Supervisors in the Revenue Cycle.
Education Qualifications :
- High School Diploma / GED Required
- Bachelor's Degree Preferred
Experience Qualifications :
4 years Experience in a clinical healthcare leadership / supervisory setting such as physician's office or hospital relating to patient financial services, patient registration, patient scheduling, prior authorization or related healthcare setting, or claims processing experience in the liability insurance field. RequiredSkills and Abilities :
Excellent interpersonal and communication skills. (Required proficiency)Ability to negotiate and problem solve independently. (Required proficiency)Ability to handle multiple tasks and make independent decisions regarding work prioritization and coordination. (Required proficiency)Working knowledge of medical terminology. (Required proficiency)Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. (Required proficiency)What you will do :
The Clinic Access Manager is responsible for managing the Registration and Pre-Registration leadership teams within the MSD to ensure the best patient experience and organization outcomes in the fields of patient scheduling, patient registration, estimate generation and prior balance collection supported by a well-trained team with state of the art physical and electronic tools all of which produce results at and above the top quartile of industry standards.Works independently and with the PEX team to develop an environment of constant performance improvement to ensure the optimal outcome for patient access at Stormont Vail Health.Ensures that all applicable federal and state regulations are followed during the registration and pre-registration processes.Works with assigned department managers and supervisors to : (a) Select, monitor and evaluate department staff. Oversee orientation / training including cross training to ensure staff availability / coverage requirements caused by vacations, sickness, peak volumes. (b) Ensure positive customer service atmosphere and interactions in all departments through ongoing training / development / monitoring of staff. Seek physician / staff feedback to ensure interactions meet customer service expectations. Investigate / resolve customer complaints. (c) Compile department metrics on patient volumes and processing backlogs to ensure appropriate staffing levels. (d) Develop / implement policies and procedures related to revenue cycle functions, workflows and processes to improve the quality and quantity of work processed. Ensures policies are communicated and administered consistently.Works with management team to identify long-range information systems needs and establish priorities for system upgrades and modifications in line with organizational goals. Assists users to identify hardware, software and procedural requirement for each department. Serve as resource including solving computer issues and make recommendations to enhance MSD information systems and promote more efficient, cost-effective MSD operations.Ensures customer concerns are processed in compliance with SVH policies while maintaining the highest level of patient and employee rights, including confidentiality of patient information and personnel issues.Reads and comprehends communications from CMS, the Medicare Administrative Contractor, Medicaid contractors and other third-party payers, to keep abreast of new regulations, policies, and payment methodologies. Assures all staff, including self, completes mandatory education, including education regarding third-party payer policies and procedures.Responsible for all appropriate personnel functions within delegated areas, including placement, supervision, performance evaluation, and position development. Develops and maintains criteria-based job descriptions for all staff indicating primary responsibilities and specific performance standards. Coordinates and ensures completion of training and competency of all employees. Provides guidance, coaching, counseling and discipline for departmental staff. Prepares performance appraisals for staff within mandated deadlines.Monitors daily operating activity of departments and working with the leadership of those departments makes necessary adjustments in work assignments.Develops and maintains departmental records, reports and statistical data in order to meet both administrative and regulatory requirements. Develops performance targets for the departments in conjunction with Director. Actively pursues the identification, development and implementation of improved processes within the Revenue Cycle.Serves as Revenue Cycle and patient advocate on appropriate committees throughout Stormont Vail Health in matters related to patient contact throughout the Revenue Cycle.Works with departmental leadership to monitor work from home employees to ensure that changes are made as appropriate to facilitate high productivity and a strong team dynamic.Travel Requirements :
10% This position will travel to meet with direct and indirect reports at all clinical locations as needed.Required for All Jobs :
Complies with all policies, standards, mandatory training and requirements of Stormont Vail HealthPerforms other duties as assignedPatient Facing Options :
Position is Not Patient FacingRemote Work Guidelines :
Workspace is a quiet and distraction-free allowing the ability to comply with all security and privacy standards.Stable access to electricity and a minimum of 25mb upload and internet speed.Dedicate full attention to the job duties and communication with others during working hours.Adhere to break and attendance schedules agreed upon with supervisor.Abide by Stormont Vail's Remote Worker Policy and will review and acknowledge the Remote Work Agreement annually.Remote Work Capability :
HybridScope :
Has Supervisory ResponsibilityNo Budget ResponsibilityPhysical Demands :
Eye / Hand / Foot Coordination : Occasionally 1-3 HoursHearing : Continuously greater than 5 hoursReaching (Forward) : Frequently 3-5 Hours up to 10 lbsRepetitive Motions : Continuously greater than 5 hoursSitting : Continuously greater than 5 hoursStanding : Occasionally 1-3 HoursTalking : Continuously greater than 5 hoursWalking : Occasionally 1-3 HoursStormont Vail is an equal opportunity employer and adheres to the philosophy and practice of providing equal opportunities for all employees and prospective employees, without regard to the following classifications : race, color, ethnicity, sex, sexual orientation, gender identity and expression, religion, national origin, citizenship, age, marital status, uniformed service, disability or genetic information. This applies to all aspects of employment practices including hiring, firing, pay, benefits, promotions, lateral movements, job training, and any other terms or conditions of employment.
Retaliation is prohibited against any person who files a claim of discrimination, participates in a discrimination investigation, or otherwise opposes an unlawful employment act based upon the above classifications.
