Manager, Patient Access ED Admitting
Renton, WA Renton, WA Full-time Full-time $80,772 - $126,810 a year $80,772 - $126,810 a year 14 hours ago 14 hours ago 14 hours ago JOB Overview:
The Manager, ED Patient Access is responsible for the performance of the ED Patient Access staff including day to day staff management, through daily quality assurance with an emphasis on Front End and Revenue Cycle Operations, ensuring patient throughput is maximized while gathering critical data to obtain reimbursement for services rendered.
Responsibilities include oversight of regulatory and safety activities, policy/procedure adherence, implementing change, resolving problems, coordination of staff schedules and department coverage, staff education and development, hiring of personnel and timely performance evaluations.
Collaboration with revenue cycle, ED clinical staff, ancillary departments, and outside agencies to promote a positive patient financial experience and patient satisfaction.
This role shall serve as a collaborator and subject matter expert.
As such, they work in a professional manner, with a high level of patience, tolerance, and grace, with all departments throughout the organization.
Understanding that there are an unlimited number of perspectives and motivations - all of which must be considered and respected.
Work will be done with a EDI lens check in an effort to be culturally sensitive.
WORK HOURS:
As required to fulfill responsibilities, including on-call availability outside core business hours (24X7).
On call is one week at a time, 24/7 - call is shared with 6 other patient access leaders, so call would be approximately once every 7 weeks, barring any vacancies.
This leader is expected to be on campus at the hospital at least 3 days per week, Monday through Friday during business hours.
PREREQUISITES:
Bachelor's degree in healthcare or related field, required.
Five (5+) or more years of relevant and applicable experience may substitute degree requirement (or a combination thereof).
Minimum five (5) years recent experience in hospital Admitting or ED Patient Access, required.
Minimum three (3) years experience managing Patient Access and Revenue Cycle processes in a complex billing environment, developing and managing customer service functions, and other supervisory/management experience preferred.
Minimum three (3) years EPIC experience in Patient Financial Services or Patient Access setting, preferred.
EPIC subject matter expert in ADT/Prelude and Cadence preferred.
Ability to use various computer applications, including Microsoft Office, Excel, Word, PowerPoint, Visio, and Outlook; level of Excel knowledge must be advanced to expert.
Minimum two (2) years direct supervision of staff, workflow, quality indicators and staff productivity, required.
Demonstrated excellent oral and written communication skills in the English language in an effective manner.
Proven analytical skills and problem solving techniques.
Proven ability to create strong morale and team spirit including knowledge of how to organize people and activities.
Proven commitment and achievement to continuous improvement in processes and systems.
Qualifications:
Demonstrates excellent team skills as a member or leader.
Neat, well-groomed, professional appearance.
Organizational skills to facilitate departmental functions.
Ability to set priorities, produce accurate work and process all work tasks in a timely, comprehensive manner.
Knowledge of insurance verification, cash posting and credit balance resolution.
Demonstrates familiarity, knowledge and understanding with State and Federal regulations such as EMTALA as they relate to healthcare HIPAA and billing requirements.
Proven ability to function in a setting with a variety of duties and numerous interruptions.
Demonstrates experience in Patient Access revenue cycle management (i.
e.
, payer plans, authorization, eligibility requirements and denial prevention).
Proven ability to perform functional assessments of departmental processes, recommend improvements, and implement operational changes in policies and procedures.
Dedication to providing the highest quality product, which meets and exceeds the needs of internal and external customers.
Proven ability to relate and interact professionally with physicians and support staff.
Competently and effectively manages external vendors.
Strong leadership skills with the ability to lead and mentor a team, and effectively manage staff in multiple areas of responsibility.
Excellent communication and interpersonal skills to establish and maintain cooperative working relationships with all levels of staff.
Able to meet public in poised manner.
Demonstrates experience in providing excellent customer service, conflict mitigation, and resolution.
Understands regulatory requirements in relationship to registration and claims submission.
Knowledge of government and commercial health insurance programs and understands regulatory requirements.
Specific knowledge of Washington State health insurance companies preferred.
Decisive and capable of exercising good judgment under pressure, involving discretion and independent action within prescribed limits.
Ability to set priorities, organize work effectively, produce accurate work, follow through to completion of all assigned tasks, and meet deadlines.
Understands budgeting concepts and ability to work within a budget plan.
Must possess good interviewing and coaching skills to secure trust and confidence in staff, patients, and customers.
Proficient in Outlook, Excel and Visio; level of Excel knowledge must be advanced to expert.
Ability to review and disseminate information effectively and appropriately, reviewing and acknowledging departmental communications.
Self-directed and resourceful.
Take a strong leadership role in the responsibility of data integrity throughout the system.
Ability to handle all situations in a positive, professional manner.
PERFORMANCE
Responsibilities:
Responsible for providing support for and oversight of the ED Patient Access team.
Maintains confidentiality of all protected health information.
Overall responsibility for complete, timely and accurate registrations, account verification and financial review for all ED visits.
Assists in development and measurement of performance feedback information (e.
g.
, edit and denial volumes, collection rates, time to register), and manages to the resulting reports.
Conducts performance reviews for team members, as well as direct reports, seeks input from Patient Access Supervisors, Patient Access Director, employee's peers and external stakeholders as applicable.
Provides input on all performance reviews.
Informs staff of their progress through productivity feedback reports as well as documented annual performance evaluations, rounding and monthly meetings.
Reports to the Director at least weekly for review of the status of operations and key performance indicators.
Meets with the Director at least twice weekly.
Responsible to hire, train, evaluate counsel and build teamwork for staff responsible for all ED Patient Access Service functions.
Represents Patient Access at meeting, both internal and external.
Actively participates in the hiring process in ED Admitting and, as requested, in Main Admitting, contributes to the interview process and provides feedback on candidates.
Actively participates in new staff orientation of all new ED Patient Access hire.
s Works with the IT department and the PFS System Administrator to resolve system issues and implement system upgrades.
Seeks to identify the most cost effective approach when scheduling staff and using supplies, equipment, and resources.
Actively participates in department management meetings.
Participate in regular ad hoc committees and meetings as appropriate.
Establishes and maintains frequent staff meetings within responsible areas and provides information obtained in these meetings to other physician revenue cycle management personnel to ensure standardized responses to internal and external customers.
Ensures emergency and safety procedures are reviewed at least yearly and are available if needed.
Build effective working relationships throughout the organization with Managers, staff, Physicians, and suppliers.
Engage in regular and frequent communications with Supervisors and staff to evaluate their performance and provide guidance on a day-to-day basis.
Develops policies, procedures, and training materials related to responsible areas.
Facilitate optimal team function within departments by establishing effective supporting policies and guidelines and continually improving those that are established.
Ensures that regulatory compliance and TJC standards are reflected in all department policies and procedures.
Collaborate with Patient Access, clinic, and hospital outpatient departments (HOD's) to ensure registration standards are followed consistently by all prelude/cadence users.
Manage and create ED Patient Access departmental budget and manage the organizational resources with fiscal responsibility.
Establish and promote patient care/customer service delivery systems within department that promote desired outcomes.
Provides continuing education opportunities for department staff; manages the development of job aids to assist the staff in performing work assignments.
Work with Patient Access team to update and maintain user reference material and training guides for easy access on SharePoint.
Monitor productivity and quality dashboards for registration accuracy and performance, estimate creation and POS collections.
Work with Supervisor on report variances, assuming employees meet or exceed targets.
Monitors AR daily with a focus on work queue analyses, and denial reporting mechanisms to assure that all activity is managed timely; ensures denial prevention systems/processes, staff competency and improvement opportunities are continuously evaluated, and deficiencies are addressed.
Responsible for the Kronos payroll time keeping processes, create monthly departmental schedule using Kronos data to match staffing hours to target units of service.
Provide staff feedback in a timely manner, performs verbal and/or written corrective action plan, and creates a performance improvement plans for staff whose performance is below targeted standards in any category, including termination.
Responsible to coordinate scheduled and unscheduled system downtimes with IT and the ED clinical staff, providing staffing support as needed.
Ability to utilize Visio to document workflows to develop consistent standardized processes.
Promote understanding, awareness, and compliance with all applicable federal, state, and agency laws, regulations, guidelines, and professional standards.
Follows all Federal, State and local payer billing requirements.
Analyzes monthly performance metrics and summarizes findings to measure performance outcome, prepares monthly operating report for Director.
Initiate hiring processes as necessary to maintain appropriate staff coverage.
Provides coverage for Supervisors or Director in the event of an absence or lack of availability.
Provides coverage for team members when staff is short or during surges in volume until the situation is stabilized.
Demonstrates awareness of importance of cost containment for the department and provide suggestions regarding process or quality improvement opportunities to the department Director.
Follows the Mission, Vision, and Values of Valley Medical Center.
Performs all job functions in a manner consistent with Valley's cultural expectations defined as Valley Values.
These characteristics include quality performance, demonstrating compassion, respect, teamwork, community-centered awareness, and innovation.
Complete additional projects and duties as assigned.
Job Type:
Full-time Pay:
$80,772.
00 - $126,810.
00 per year
Benefits:
401(k) 401(k) matching 403(b) 403(b) matching Dental insurance Employee assistance program Employee discount Free parking Health insurance Life insurance On-site gym Paid sick time Paid time off Referral program Retirement plan Vision insurance Wellness program Healthcare setting:
ER Ability to commute/relocate:
Renton, WA 98055:
Reliably commute or planning to relocate before starting work (Required) Education:
Associate (Preferred)
Experience:
hospital Admitting or ED Patient Access:
5 years (Required) managing Patient Access and Revenue Cycle:
3 years (Required) EPIC Patient Financial Services or Patient Access:
3 years (Required) direct supervision of staff:
2 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Manager, ED Patient Access is responsible for the performance of the ED Patient Access staff including day to day staff management, through daily quality assurance with an emphasis on Front End and Revenue Cycle Operations, ensuring patient throughput is maximized while gathering critical data to obtain reimbursement for services rendered.
Responsibilities include oversight of regulatory and safety activities, policy/procedure adherence, implementing change, resolving problems, coordination of staff schedules and department coverage, staff education and development, hiring of personnel and timely performance evaluations.
Collaboration with revenue cycle, ED clinical staff, ancillary departments, and outside agencies to promote a positive patient financial experience and patient satisfaction.
This role shall serve as a collaborator and subject matter expert.
As such, they work in a professional manner, with a high level of patience, tolerance, and grace, with all departments throughout the organization.
Understanding that there are an unlimited number of perspectives and motivations - all of which must be considered and respected.
Work will be done with a EDI lens check in an effort to be culturally sensitive.
WORK HOURS:
As required to fulfill responsibilities, including on-call availability outside core business hours (24X7).
On call is one week at a time, 24/7 - call is shared with 6 other patient access leaders, so call would be approximately once every 7 weeks, barring any vacancies.
This leader is expected to be on campus at the hospital at least 3 days per week, Monday through Friday during business hours.
PREREQUISITES:
Bachelor's degree in healthcare or related field, required.
Five (5+) or more years of relevant and applicable experience may substitute degree requirement (or a combination thereof).
Minimum five (5) years recent experience in hospital Admitting or ED Patient Access, required.
Minimum three (3) years experience managing Patient Access and Revenue Cycle processes in a complex billing environment, developing and managing customer service functions, and other supervisory/management experience preferred.
Minimum three (3) years EPIC experience in Patient Financial Services or Patient Access setting, preferred.
EPIC subject matter expert in ADT/Prelude and Cadence preferred.
Ability to use various computer applications, including Microsoft Office, Excel, Word, PowerPoint, Visio, and Outlook; level of Excel knowledge must be advanced to expert.
Minimum two (2) years direct supervision of staff, workflow, quality indicators and staff productivity, required.
Demonstrated excellent oral and written communication skills in the English language in an effective manner.
Proven analytical skills and problem solving techniques.
Proven ability to create strong morale and team spirit including knowledge of how to organize people and activities.
Proven commitment and achievement to continuous improvement in processes and systems.
Qualifications:
Demonstrates excellent team skills as a member or leader.
Neat, well-groomed, professional appearance.
Organizational skills to facilitate departmental functions.
Ability to set priorities, produce accurate work and process all work tasks in a timely, comprehensive manner.
Knowledge of insurance verification, cash posting and credit balance resolution.
Demonstrates familiarity, knowledge and understanding with State and Federal regulations such as EMTALA as they relate to healthcare HIPAA and billing requirements.
Proven ability to function in a setting with a variety of duties and numerous interruptions.
Demonstrates experience in Patient Access revenue cycle management (i.
e.
, payer plans, authorization, eligibility requirements and denial prevention).
Proven ability to perform functional assessments of departmental processes, recommend improvements, and implement operational changes in policies and procedures.
Dedication to providing the highest quality product, which meets and exceeds the needs of internal and external customers.
Proven ability to relate and interact professionally with physicians and support staff.
Competently and effectively manages external vendors.
Strong leadership skills with the ability to lead and mentor a team, and effectively manage staff in multiple areas of responsibility.
Excellent communication and interpersonal skills to establish and maintain cooperative working relationships with all levels of staff.
Able to meet public in poised manner.
Demonstrates experience in providing excellent customer service, conflict mitigation, and resolution.
Understands regulatory requirements in relationship to registration and claims submission.
Knowledge of government and commercial health insurance programs and understands regulatory requirements.
Specific knowledge of Washington State health insurance companies preferred.
Decisive and capable of exercising good judgment under pressure, involving discretion and independent action within prescribed limits.
Ability to set priorities, organize work effectively, produce accurate work, follow through to completion of all assigned tasks, and meet deadlines.
Understands budgeting concepts and ability to work within a budget plan.
Must possess good interviewing and coaching skills to secure trust and confidence in staff, patients, and customers.
Proficient in Outlook, Excel and Visio; level of Excel knowledge must be advanced to expert.
Ability to review and disseminate information effectively and appropriately, reviewing and acknowledging departmental communications.
Self-directed and resourceful.
Take a strong leadership role in the responsibility of data integrity throughout the system.
Ability to handle all situations in a positive, professional manner.
PERFORMANCE
Responsibilities:
Responsible for providing support for and oversight of the ED Patient Access team.
Maintains confidentiality of all protected health information.
Overall responsibility for complete, timely and accurate registrations, account verification and financial review for all ED visits.
Assists in development and measurement of performance feedback information (e.
g.
, edit and denial volumes, collection rates, time to register), and manages to the resulting reports.
Conducts performance reviews for team members, as well as direct reports, seeks input from Patient Access Supervisors, Patient Access Director, employee's peers and external stakeholders as applicable.
Provides input on all performance reviews.
Informs staff of their progress through productivity feedback reports as well as documented annual performance evaluations, rounding and monthly meetings.
Reports to the Director at least weekly for review of the status of operations and key performance indicators.
Meets with the Director at least twice weekly.
Responsible to hire, train, evaluate counsel and build teamwork for staff responsible for all ED Patient Access Service functions.
Represents Patient Access at meeting, both internal and external.
Actively participates in the hiring process in ED Admitting and, as requested, in Main Admitting, contributes to the interview process and provides feedback on candidates.
Actively participates in new staff orientation of all new ED Patient Access hire.
s Works with the IT department and the PFS System Administrator to resolve system issues and implement system upgrades.
Seeks to identify the most cost effective approach when scheduling staff and using supplies, equipment, and resources.
Actively participates in department management meetings.
Participate in regular ad hoc committees and meetings as appropriate.
Establishes and maintains frequent staff meetings within responsible areas and provides information obtained in these meetings to other physician revenue cycle management personnel to ensure standardized responses to internal and external customers.
Ensures emergency and safety procedures are reviewed at least yearly and are available if needed.
Build effective working relationships throughout the organization with Managers, staff, Physicians, and suppliers.
Engage in regular and frequent communications with Supervisors and staff to evaluate their performance and provide guidance on a day-to-day basis.
Develops policies, procedures, and training materials related to responsible areas.
Facilitate optimal team function within departments by establishing effective supporting policies and guidelines and continually improving those that are established.
Ensures that regulatory compliance and TJC standards are reflected in all department policies and procedures.
Collaborate with Patient Access, clinic, and hospital outpatient departments (HOD's) to ensure registration standards are followed consistently by all prelude/cadence users.
Manage and create ED Patient Access departmental budget and manage the organizational resources with fiscal responsibility.
Establish and promote patient care/customer service delivery systems within department that promote desired outcomes.
Provides continuing education opportunities for department staff; manages the development of job aids to assist the staff in performing work assignments.
Work with Patient Access team to update and maintain user reference material and training guides for easy access on SharePoint.
Monitor productivity and quality dashboards for registration accuracy and performance, estimate creation and POS collections.
Work with Supervisor on report variances, assuming employees meet or exceed targets.
Monitors AR daily with a focus on work queue analyses, and denial reporting mechanisms to assure that all activity is managed timely; ensures denial prevention systems/processes, staff competency and improvement opportunities are continuously evaluated, and deficiencies are addressed.
Responsible for the Kronos payroll time keeping processes, create monthly departmental schedule using Kronos data to match staffing hours to target units of service.
Provide staff feedback in a timely manner, performs verbal and/or written corrective action plan, and creates a performance improvement plans for staff whose performance is below targeted standards in any category, including termination.
Responsible to coordinate scheduled and unscheduled system downtimes with IT and the ED clinical staff, providing staffing support as needed.
Ability to utilize Visio to document workflows to develop consistent standardized processes.
Promote understanding, awareness, and compliance with all applicable federal, state, and agency laws, regulations, guidelines, and professional standards.
Follows all Federal, State and local payer billing requirements.
Analyzes monthly performance metrics and summarizes findings to measure performance outcome, prepares monthly operating report for Director.
Initiate hiring processes as necessary to maintain appropriate staff coverage.
Provides coverage for Supervisors or Director in the event of an absence or lack of availability.
Provides coverage for team members when staff is short or during surges in volume until the situation is stabilized.
Demonstrates awareness of importance of cost containment for the department and provide suggestions regarding process or quality improvement opportunities to the department Director.
Follows the Mission, Vision, and Values of Valley Medical Center.
Performs all job functions in a manner consistent with Valley's cultural expectations defined as Valley Values.
These characteristics include quality performance, demonstrating compassion, respect, teamwork, community-centered awareness, and innovation.
Complete additional projects and duties as assigned.
Job Type:
Full-time Pay:
$80,772.
00 - $126,810.
00 per year
Benefits:
401(k) 401(k) matching 403(b) 403(b) matching Dental insurance Employee assistance program Employee discount Free parking Health insurance Life insurance On-site gym Paid sick time Paid time off Referral program Retirement plan Vision insurance Wellness program Healthcare setting:
ER Ability to commute/relocate:
Renton, WA 98055:
Reliably commute or planning to relocate before starting work (Required) Education:
Associate (Preferred)
Experience:
hospital Admitting or ED Patient Access:
5 years (Required) managing Patient Access and Revenue Cycle:
3 years (Required) EPIC Patient Financial Services or Patient Access:
3 years (Required) direct supervision of staff:
2 years (Required) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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