Admitting Manager

PATIENT ACCESS/ADMITTING MANAGER

Reports directly to the Director of Patient Access, On-Site Operations. 

Responsible for coordinating management activities relating to onsite patient access functions, including: Oversight of Admitting & Emergency departments, understanding of scheduling and pre-registration workflow, monitoring of full registration in patient arrival, insurance eligibility verification, cashiering, capturing biometric, obtaining signature on all required documents associated with registration, and on-site financial counseling.

The Patient Access Manager will ensure overall quality and performance metrics, and enforce organization-wide policy and procedures.

DUTIES/RESPONSIBILITIES:

Leadership

• Responsible for all administrative functions that contribute to the management and execution of all onsite patient access activities.
• Manage the onsite patient access staff’s ability to arrive patients in a customer friendly and timely manner, ensuring integrity of information used to create accounts for claim submission.
• Utilize analytical, problem solving skills to determine the best course of action to resolve problems.
• Foresee and mitigate any significant issues/risks.
• Coordinate the integration activities, including patient movement, between Patient Access, Nursing and Care Management to ensure high quality standards and a consistent patient experience.
• Create a work environment for employees through team building, coaching, constructive feedback, work delegation, personal example and goal setting that encourages creativity, open dialogue on work issues, professional growth, and a consistent, high level of performance.
• Perform any special assignments as requested.
• Promote a culture of information sharing, collaboration and teamwork across Departmental lines, to identify areas of improved efficiency for the Health System.
• Ensure all Patient Access policies and procedures remain current and relevant to the functions of the Department.
• Ensure appropriate operational controls are in place to support the enhancements and are being adhered too. 
• Assume additional responsibilities in the absence of Director
• Responsible for other duties as assigned.

People

• Responsible for the coordination of staffing needs to support Patient Access in compliance with CHSLI policies and procedures.
• Lead and coordinate staff retention efforts, training and management of policies and procedures.
• Provides guidance for Patient Access Supervisors to include hiring decisions, setting performance expectations, providing work performance feedback, coaching and development, and performance appraisals.
• Motivate Patient Access team to achieve the highest level of customer satisfaction and meet the organizational goals for customer service and financial performance.

Process

• Oversee that onsite patient access activities are complete and efficient to enhance patient throughput across the organization, including registration compliance rates.
• Manage the estimation, communication, and attempts to collect a patient’s financial liability, or out-of-pocket costs based on their insurance(s) benefits and hospital procedure; may occur before, during, and after a patient’s visit.
• Monitor the referral of appropriate patients to financial counseling.
• Stay abreast of changes in Medicare, Medicaid and third-party payer reimbursement requirements.

Create, implement and monitor the application of common revenue cycle standards and guidelines across the facility in order to minimize

• revenue leakage and maximize cash flow (e.g. registration, in-house cash collections, price estimates, insurance eligibility verification, patient financial assistance programs, and charge entry/capture).
• Maintain knowledge of The Joint Commission and state/federal regulations, laws and guidelines that impact Financial Clearance functions and Patient Access Services.
• Create, standardize, and implement Patient Access policies, procedures, and workflows as it relates to departmental functions.
• Stay abreast of changes in Medicare, Medicaid and third-party payer reimbursement requirements.

Performance Monitoring

• Work with On Site Director to develop and maintain Key Performance Indicators (KPI). 
• Ensure that key performance metrics are met on a daily basis.
• Oversee Epic work queue management; ensuring cases are being assigned as expected, identifying potential systemic areas of improvement, prioritizing risks and escalating issues accordingly.
• Identify, implement and monitor compliance, as they pertain to patient access and key business functions.
• Communicate and present key performance indicators and process improvement opportunities to the Director of Patient Access.
• Monitor performance to ensure that all accounts contain all patient demographic, financial and clinical information necessary to ensure subsequent financial clearance.
• Ensure all annual performance appraisals are conducted in accordance with established Health System policy.
• Manage the department dashboard and design action plans as issues are identified within the unit.  Ensure issues are addressed timely.
• Monitor compliance with insurance eligibility by reviewing facility reports.
• Monitor compliance with system ABN policy and Medical Necessity denials.

Drive accountability with staff based on responsibilities

POSITION REQUIREMENTS AND QUALIFICATIONS:

Education:

Bachelor’s degree in Business, Finance, Healthcare, or a related field preferred.

Experience:

Minimum of 5 years of experience in Revenue Cycle or Patient Access Services, with at least 1 year of Health Care leadership experience.

Skills:

Core CHS Behaviors:  The following behaviors have been identified as critical to all leadership roles at CHS.

• Collaboration & Teamwork:  works cooperatively & collaboratively with others toward the accomplishment of shared goals.
• Valuing Diversity:  recognizing and embracing the unique talents and contributions of others.
• Service Orientation: desire to serve and focus one’s efforts on discovering and meeting the needs of internal and external customers.
• Achieves Results:  reflects a drive to achieve and outperform.  Continuously looking for improvements.  Accepts responsibility for actions and results.
• Organizational Alignment:  ability to align people, processes and organizational structure with CHS’s strategic direction.
• Developing Others: views people, their knowledge and capabilities as assets and provides opportunities that allow employees to continuously learn and develop.
• Communication:  practices attentive and active listening and can restate opinions of others; communicates messages in a way that has the desired effect.
• Integrity:  conducts business with honesty and professional ethics.   Seeks to achieve results in the best interest of the organization.  Models and reinforces ethical behavior in self and others.

Role-Specific Behaviors:  these additional behaviors are necessary in the role:

• Relationship-building – able to develop and maintain relationships with a variety of types of positions and individuals at both the hospital and system level.
• Motivation – able to motivate and mentor staff to perform at high levels of expertise and productivity.
• Problem Solving – Analyzes interrelated elements of problems and works systematically to solve them, uses sound judgment to develop efficient and feasible resolutions to challenging issues.