Assistant Manager Patient Access Front Office - 40hrs

The Patient Access Assistant Manager is responsible for supervising staff and coordinating the daily operations of the Patient Access Front Office Administration in support of outpatient hospital services. This position is responsible for direct oversight of daily operations in accordance with proper staffing, computer based scheduling, daily appointments registration and point of service collections, monitoring incoming demand of referrals and orders, as well as throughput of patients in relation to scheduling and registration. Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries or patient account problems Facilitates regularly scheduled area meetings for subordinate staff. Serves as the primary resource to team members for training, problem resolution, etc. Demonstrates effective leadership skills and ability to build a strong departmental team. Promotes growth and personal /professional staff development, and acts as a mentor and role model.

This position will have specific oversight of outpatient hospital services front office registration employees. Supervisor will ensure top box customer service is taking place, proper registration and financial clearance is secured, and staffing model meets business demands.

Position Specific Role Responsibilities

Coordination of Staff

Supervises and determines daily staffing assignments based on planned and unplanned PTO, in collaboration with all Patient Access leaders, across 7 various departments/responsibilities

Ensures that Float Pool staff are adequately trained in cross coverage of various departments and coordinates such training

Ensures all Patient Access departments are adequately staffed through the use of Float staff

Coordinates daily operations in collaboration with other operational leaders

Patient Scheduling & Registration:

Supervises and coordinates scheduling and patient pre-registration/registration for Outpatient Therapy and Diagnostic Services (including satellite areas) in accordance with all medical center policies/procedures and all state/federal regulations.

Ensures that staff are knowledgeable in all aspects of registration and insurance regulations to complete an accurate patient account.

Oversees Check-in functions for hospital services to ensure an optimal patient family experience, complete and accurate account information and point of service collection of patient liability.

Sets priorities for the team to ensure task completion and coordinates work activities with other leaders.

Participates in a variety of managerial activities such as the development, implementation, and enforcement of policies and procedures, and maintains appropriate department files.

Contributes and engages in change management to effect changes required for improved results.

Provides guidance and direction to staff to achieve goals and results.

Provides appropriate development opportunities to ensure staff is competent and continually improving their performance.

Manages and maintains Front Office process/policy standard work, in accordance with organizational policies and support of daily operations.

Human Resources Relations:

Responsible for effective daily operations of Check-In, Registration, Point of Service Collections and Referral\Order Management to meet productivity and quality goals.

Plans daily work, sets priorities for team, implements staffing plan, schedule staff and ensures appropriate staffing level to support provider presence, and reports abnormalities in staffing to manager with proposed solutions of future plan.

Tracks employee time on the timekeeping system and follows up with staff who are insubordinate of organizational PTO policy.

Ensures compliance with all Human Resource policies and procedures.

Communicates expectations, provides ongoing coaching/feedback, objectively assess employee performance and provide appropriate rewards and recognition.

Utilizes judgment in interpreting departmental policies to resolve routine to complex inquiries.

Department Leadership Management:

Participates in the selection, interviewing, hiring, orientation process with the Patient Access Manager in all phases of the performance management process (establishing performance standards, development ongoing feedback/coaching, mentoring, check ins), for assigned staff.

Facilitates teamwork and cooperation among staff.

Audits documentation records regarding incomplete information at time of registration, patient or guarantor interaction, efforts to collect co-payments, and referrals to Financial Counseling.

Ensures all outstanding issues are resolved in a timely manner. Identifies trends and conducts follow-up training to reduce number and frequency of outstanding issues.

Performs Data Quality Reviews and implements/updates training to improve registration performance.

Financial Aspects/Patients Accounts:

Ensures that patient/guarantor demographic and financial information (including insurance verifications, referrals, pre-authorizations, co-payments) required to process registrations is collected and accurately entered into appropriate information systems; the accurate collection and posting of applicable co-payments; and the efficient flow of required patient information to appropriate departments.

Investigates patient insurance issues and manages procedures to maximize payment from both commercial and managed care plans.

Coordinates with Financial Clearance manager to ensure scheduling and check-in process is in line with referral, orders, and authorization management.

Works collaboratively with other organizational leaders to improve the Registration process and oversight of Registration-related denial reduction.

Information Management

Understands the impact of information obtained through pre-registration/registration processes and the impact on other systems, and anticipates issues that may arise.

Performs direct oversight and tracking of daily metrics and anticipates scheduling utilization issues proactively; coordinates with clinical and department managers to change scheduling utilization as necessary, in order to improve fill rates, patient throughput, and positively impact revenue.

Collaborates with leadership from CCMC/ CCSG departments, Patient Accounts and IT to automate processes and enhance the organization’s information systems.

Collaborates with One-Call Referral center in order to improve patient and family experience.

Reviews and implements action plans for occurrence reporting events related to registration/ check-in staff.

Fiscal Management/Audits/Analyses Financial:

Maintains and monitors the department financial results related to POS/copay collections to achieve optimal performance and meet and/or exceed benchmark targets.

Supervises the scheduling, check-in, insurance verification, referral process and pre-registration including copay collection.

Tracks, maintains, and reports to Patient Access Manager productivity of Patient Access staff, handling any job performance issue as they arise.

Investigates patient insurance coverage / referral issues, manages process to maximize payment from both commercial and managed care plans; updates standard work and processes based on scheduling variances and denials management.

Demonstrates support for the mission, values and goals of the organization through behaviors that are consistent with the CCMC STANDARDS and CCMC Leadership Behaviors.

Supervisory Responsibilities

• Directly supervises Front Office Patient Access Associates.
• Plans the daily work and determines the techniques used to complete the work for the subordinate staff.
• Takes advisement from Patient Access Manager and/or Director, and carries out duties as directed.
• Participates in the selection, hiring and orientation process; partners with the Patient Access Manager in all phases of the performance management process.
• Facilitates teamwork and cooperation among staff, effectively follows-up and resolves routine issues, seeking support from Patient Access Manager with more complex issues. Highly involved in termination decisions.
• Educate staff on team building, problem solving, and conflict resolution.
• Participates in a variety of administrative managerial activities such as the development, implementation and enforcement of policies and procedures; and maintains appropriate department files.
• Decisions are guided by policies, procedures, and the organizational plan; receives guidance and oversight from manager.
• Makes sound decisions based on their impact on not only the patient and family experience but the revenue cycle.

Education and/or Experience

• 4 to 6 years of work experience in patient registration or physician practice experience required. Supervisory experience in a healthcare environment strongly preferred.
• Post-high school education preferred; relatable or comparable certification strongly considered.

Position Specific Job Education and/or Experience

Above.

License and/or Certifications

Certified HealthCare Access Manager (CHAM) through National Association of HealthCare Access Managers (NAHAM) preferred or scheduled to be obtained within 2 years from hire date.

Position Specific Job License and/or Certification Required

Above.

Knowledge, Skills and Abilities Required

Knowledge of

• Organizational and departmental structure, systems, workflow, and operations policies/procedures pertaining to patient admissions, registration, insurances, and financial clearance.
• Healthcare fiscal management concepts, theories and principles.
• State/federal regulations and JCAHO regulations that directly affect the management of health care access services, and patient rights.
• Basic knowledge of human resource policies and procedures.
• Scheduling utilization, tracking, and fill rate effectiveness.

Skills

• Working knowledge of Microsoft Windows operating system.
• Intermediate skills in Microsoft Office (Word, Excel, PowerPoint).
• Electronic Healthcare Record understanding.
• Evaluating operations and procedures, formulating policy and developing and implementing new strategies and procedures.
• Exceptional interpersonal skills and the ability to interact and work effectively with medical center leadership.
• Advanced verbal and written communication skills and the ability to present effectively to small and large groups
• Employee development and performance management skills.

Ability To

• Use independent judgment and to appropriately manage and impart information to a range of constituents
• Foster a cooperative work environment.
• Organize resources and establish priorities.
• Develop, plan and implement short and long-range goals.
• Effectively manage employees through appropriate staffing, employee development and performance management
• Persuade and influence others.
• Set a framework for effective change management within the department and effectively move change initiatives forward.

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well-being as one team.