• Reviews personnel productivity reports for quantity and quality of patient access functions, and provides feedback to the PAS Executive Director.
• Leads and coordinates ongoing staff evaluation, retention, training, and management of policies and procedures.
• Conceptualizes, develops, and implements all policies and procedures for the assigned departmental functions.
• Provides excellent customer service to all customers – patients and their family members, physicians and other clinicians, and internal departments (e.
• g.
• Patient Financial Services, Scheduling Departments).
• Coordinates all training, coaching, development, performance reviews, and termination decisions for assigned talent.
• Performs conflict-resolution, presents employee commendations, conducts problem-solving, and implements progressive disciplinary actions appropriate to hospital policies and procedures.
• Establishes annual and monthly department and performance goals jointly with PAS Director.
• Reviews changes in processes or payer requirements; communicate shifts in healthcare trends, rules, and regulation changes to assigned PAS functional area.
• Establishes expectations and holds staff accountable for talent and learning requirements (e.g., educational hours, organizational policies, etc.) 17.
• Provides administrative direction and support to department team leads in developing programs to increase employee motivation and continued development.
• Maintains professional competency, according to department policies, procedures, and protocols.
• Demonstrates leadership and commitment to staff and colleagues by accepting accountability for outcomes, sharing timely information, building effective relationships, and communicating clearly and directly.
• People - Responsible for the recruitment and retention of qualified staff, as well as the appropriate orientation, development, and on-going training of staff.
• Develops and implements effective training programs to address the training needs of the department.
• Establishes long and short term unit goals and objectives to support the department and corporate strategic plan.
• Ensures that employee performance evaluations are conducted promptly, are fair and consistent and that performance expectations are communicated.
• Adheres to established departmental policies for attendance, punctuality, procedures, and safety.
• Responsible for appropriate conduct management of staff members.
• Monitors fiscal performance every month to include variance reporting.
• Complies with organizational policies and procedures.
• Leadership - Maintains and enhances properly functioning enterprise-wide PAS processes.
• Coordinates and prioritizes assigned activities to achieve maximum productivity.
• Supervises and monitors the daily activities of assigned personnel.
• Seeks ways to control costs without compromising the quality of services delivered.
• Prepares work schedules, authorizes overtime, and time off, assesses and adjusts staffing levels based upon workload.
• Monitors the progress of the departments' short and long-term goals.
• Assists with and/or prepares annual capital and operating budgets.
• Assumes responsibility for professional growth and development.
• Champions organization objectives and change in the unit.
• Establishes the performance improvement initiatives and coordinates accordingly with department leadership to develop implement appropriate action plans across the functions.
• Performance Monitoring - Establishes Key Performance Indicators that the department will be expected to meet and exceed.
• Oversees vendor management relations (where applicable) and monitoring of vendor performance.
• Drives accountability across PAS staff based on responsibilities outlined in the Service Level Agreement.
• Works to ensure full utilization of technology and processes to create an efficient and effective department.
• Tracks and analyze major federal and state reimbursement changes that would affect operations, follow-up, and revenue collection.
• Oversees the identification, resolution, and reporting of operational and financial issues and trends that impact patient service revenue.
• Oversees the handling of "special handling" requests, complaints, or inquiries regarding patient accounts to ensure correct and satisfactory resolution.
• Performs related responsibilities as required or directed.
• Interprets and communicates key revenue cycle performance indicators; reports key findings to appropriate leadership.
• Recognizes areas of excellence and oversees the development and implementation of action plans within specific areas of PAS where performance is not meeting expectations.
• Measures and reports ongoing financial and operational performance of the PAS department.
• Maintains current knowledge of and complies with all accreditation, state, federal and local procedures related to the hospital's scheduling, registration, and insurance verification functions.
• Implements total quality management measures in assigned patient access functions.
• Ensures timely and efficient integration of all outpatient, inpatient, discharge requirements, and insurance verification functions into the organization’s overall financial and patient care programs.
• Communicates and meets directly with the physician and hospital leadership concerning Patient Access processes.
• Process - Demonstrates proficiency and ability to oversee staff performing the following functions: Financial Clearance, Financial Counseling, Scheduling, Registration, ED Registration, Patient Status, and Medical Necessity 27.
• Assists in the installation of additional software applications to improve the efficiency and/or effectiveness of the scheduling, registration, billing, and collection processes.
• Ensures Patient Access Services staff across assigned functions comply with established policies, processes, and quality assurance programs.
• Works with the Information Systems Department to escalate and resolve relevant issues to maintain day-to-day operations.
• Identifies and resolves problems in PAS processes, and, when appropriate, initiates changes to prevent future problems.
• Implement efficient and effective operational policies, processes, and performance monitoring across assigned functions of the Patient Access Services Department.
• Develops efficient and effective policies and processes for assigned functional areas, and seeks approval from PAS Director or PAS Executive Director.
• As necessary, participates in the review and selection of relevant technology enablers/tools to support PAS or other revenue cycle functions.

EDUCATION: Bachelor’s degree preferred in Business, Health Administration, or related degree; equivalent work experience may substitute degree requirement.  

LICENSURE, REGISTRATION, CERTIFICATION:

 
EXPERIENCE: Leadership Experience: 3-5 years Revenue Cycle or related Patient Access Services experience: 5-7 years