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.
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.
Connecticut Children's offers a comprehensive compensation and benefits package for eligible team members, including medical, dental and vision insurance, hospital paid life and disability coverage, paid time off and leave programs, education and training assistance, a retirement savings plan with hospital match, and an employment assistance program. Eligibility for certain benefits is based on scheduled hours worked. All team members are eligible to participate in the retirement savings plan, regardless of scheduled hours worked. Additional benefit information is available here.
Education and/or Experience:
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:
Skills:
Ability To:
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:
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:
| Location | Fairfield, CT |
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