Employment Type:

Shift:

Description:

POSITION PURPOSE

100% Work Onsite-Stafford Springs CT

Manages all onsite Patient Access operations maximizing patient throughput while gathering appropriate critical data to obtain reimbursement for services rendered. Responsible for leading and directing the work of all onsite front-end operations within the Patient Access department. Motivates staff to achieve the highest levels of customer satisfaction and to meet the organization goals for customer service and financial performance. Optimizes staff performance through process redesign policy/procedure implementation communications continuing education and professional development activities staff empowerment and outcome feedback.

As a mission-driven innovative health organization we will become the national leader in improving the health of our communities and each person we serve. By demonstrating reverence commitment to those who are poor justice stewardship and integrity our organization will continue to provide better health better care at lower costs.

ESSENTIAL FUNCTIONS

Knows understands incorporates and demonstrates the Trinity Health Mission Vision and Values in behaviors practices and decisions.

Manages Patient Access staff processes & systems and coordinates activities that may focus on onsite patient registration/intake medical necessity screening point-of-service collections dissemination of patient information pre-service notification and authorization securing insurance and demographic information prior to service and support coverage of other departmental divisions. Responsible for front end unbilled management and denial prevention. Responsible for managing of performance metrics to drive best practice processes and financial gain.

Provides guidance and direction to assigned staff in multiple locations (Inpatient Admissions Outpatient Registration Emergency Department Registration Financial Counseling and other onsite/offsite locations) to ensure effective integration and coordination of departmental work activities and quality job performance. Serves as local liaison for system issues and serves as technical advisor and resource to staff. Provides similar support to non-centralized registration areas.

Manages the development of colleague work schedules to ensure cost effective staffing that meets customer requirements.

Represents director in problem resolution when director is unavailable.

Manages team projects by empowerment and collaboration of team members:

• Fosters interdisciplinary collaborative relationships within area of responsibility and the Ministry Organization/Region that promotes active participation;
• Provides operational guidance and direction to assigned staff to ensure service integration effective coordination of departmental work activities and quality job performance;
• Elicits feedback from interdisciplinary team including the medical staff and involves them in decision-making as appropriate; and
• Serves as primary liaison regarding registration and/or pre-service functions (Inpatient Admissions Outpatient Emergency Department Series Ambulatory Surgery Clinic and Lab Specimen Registrations) and related database issues; issues related to medical record and account number assignment data integrity medical necessity/appropriateness of service (related to bed designation); and issues related to patient signatures on consents and other intake forms.
• Collaborates with members of other departments to ensure best practice and issue resolutions take place

Serves as a subject matter expert for developing training materials systems procedures and new programs.

Leads the redesign of registration processes and systems to improve overall patient experience data integrity and staff productivity/quality to achieve departmental goals and process outcomes.

Develops effective decision-making communications and interpersonal relations to ensure a positive image of the Ministry Organization and to ensure customer satisfaction supporting and portraying strong customer service philosophies in all encounters:

• Manages timely and professional follow-up to customer complaints and issues; and
• Ensures problem resolution and corrective action for long-term solution coordinating such effort across intra and inter-departmental channels.

Assesses the developmental needs of the division on a periodic basis and promotes opportunities for division development with attention to skills in independent decision-making effective communications and interpersonal relations to ensure customer satisfaction in conjunction with Trinity Healths core values and to foster team spirit.

In coordination with the director identifies and implements opportunities for staff to increase their knowledge base advance their practice and enhance their professionalism through staff orientation and continuing education opportunities. May manage some degree of training to meet these goals.

Maintains work site in full operational order:

• Supports the ordering of supplies and other materials in compliance with budgetary constraints;
• Maintains a neat orderly work environment that denotes professionalism and efficiency; and
• Manages the development of job aides to assist the staff in performing work assignments.

Selects employees based on potential contributions departmental culture/needs and personnel policies. Recommends allocation of resources based on scope of goals and priorities. Responsible for hiring employees when needed and terminates positions when necessary.

Monitors and reviews performance appraisals. Manages regular ongoing performance feedback cycle performs associate evaluations and reviews and approves performance goals:

• Provides feedback in a prompt direct and positive manner; mentors and coaches colleagues to ensure positive outcomes;
• Conducts performance evaluations;
• Provides counseling and/or conflict resolution regarding unresolved performance issues demonstrating effective use of the disciplinary process; and
• Establishes a written developmental plan with clear expectations and subsequent consequences.

Assists the director in maintaining fiscal accountability for assigned area of responsibility by identifying new operational capital and program needs managing staffing allocation in alignment with customer service goals and by meeting budget parameters.

Analyzes and displays data in meaningful formats; develops and communicates policies/procedures and other business documentation; manages and conducts special studies and prepares management reports including Key Performance Indicators as they relate to the division (waiting/service times staff productivity accuracy customer feedback incident reporting etc.).

Other duties as needed and assigned by the director.

Maintains a working knowledge of applicable Federal State and local laws and regulations Trinity Healths Organizational Integrity Program Standards of Conduct as well as other policies and procedures in order to ensure adherence in a manner that reflects honest ethical and professional behavior.

MINIMUM QUALIFICATIONS

Must be willing to work 100% on site at the Johnson Memorial Hospital located in Stafford Springs CT

Must possess a demonstrated knowledge of all aspects of patient access operations including but not limited to; patient registration point-of-service medical necessity bed management and collections as normally obtained through a Bachelors degree in Healthcare or Business Administration or a related field or an equivalent combination of education and experience. Three (3) to five (5) years of relevant patient access/intake experience with documented evidence of performance achievement history of operational process improvement suggestions and voluntary commitment to projects/teams may substitute for education.

Three (3) to five (5) years supervisory experience required. Experience in a complex multi-site environment preferred.

Customer service background is strongly preferred. Must be proficient in the use of Patient Registration/Patient Accounting systems and related software systems. Must be proficient in the use of Microsoft Office business software.

Demonstrated ability to lead and manage diverse workforce in a learning environment with frequent changes in departmental priorities.

Maintains current knowledge of registration/pre-service processes bed management (as assigned) and point-of-service collections processes and systems; regulatory and 3rd party payer issues and requirements. Must become familiar with local charity policy and payment options.

Ability to communicate and work with patients physicians physician office personnel associates multiple direct patient care providers and others in order to expedite the registration/intake process. Dynamic communication skills (verbal and written) in dealing with trainees associates and internal/external customers. Ability to negotiate with insurance vendors medical directors and 3rd party payers when appropriate.

Displays ongoing leadership in promoting positive attitudes and ensuring exceptional customer service. Capability and flexibility to develop skills needed as a change agent; Ability to form partnerships through consensus. Serves as a change agent coach mentor team builder and facilitator.

Effective critical thinking problem solving analytical analysis and decision-making skills. Strong quantitative and analytical abilities to process and display data.

Flexible work style tactful poised and patient. Ability to handle a high degree of pressure heavy workloads multiple requests numerous interruptions and short deadlines in a positive manner establishing priorities for effective work completion. Adapts quickly to changing conditions assimilating new processes into job functions and taking ownership.

Exhibits superior management skills that emphasize team-building and strong leadership with the ability to provide clear direction to the department while also functioning as an individual contributor.

Must possess the ability to comply with Trinity Health policies and procedures. Must be comfortable operating in a collaborative shared leadership environment. Must possess a personal presence that is characterized by a sense of honesty integrity and caring with the ability to inspire and motivate others to promote the philosophy mission vision goals and values of Trinity Health

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to independently set and organize own work priorities for self and for the assigned team and successfully adapt to new priorities as part of a changing environment. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Must demonstrate high levels of initiative drive and poise coupled with qualities of maturity professionalism flexibility and patience.

Must be able to travel to the various Trinity Health sites (10%) if responsible for multiple site registration / pre-service) as needed.

Physical requirements include ability to stand for long periods push wheelchairs and lift.

Our Commitment

Rooted in our Mission and Core Values we honor the dignity of every person and recognize the unique perspectives experiences and talents each colleague brings. By finding common ground and embracing our differences we grow stronger together and deliver more compassionate person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other status protected by federal state or local law.