Manager Access Services - ED

Manager of Access Services

The Manager of Access Services ensures efficient operations and customer service quality for the Access Services unit. This position serves as a resource to access and non-access staff regarding revenue cycle operations.

Essential Functions of the Role

• Manages operations of a specific subset of Access Services. Accountable for overseeing departmental operations, workflows, and ensuring adequate staffing. Responsible for patient, guest, and departmental satisfaction. Acts as a mentor and role model to staff by demonstrating the organization's mission, vision, and values.
• Supervises all assigned employees directly or indirectly. Acts as a resource for assigned employees and other staff within and outside the department. Addresses performance, productivity, and behavioral issues with staff. Provides action and results to the Director.
• Develops and implements performance standards appropriate for the subset of Access Services activities that address quality, productivity and customer service.
• Assures appropriate training and continuing education for all staff. Identifies development areas for employees. Works with employees to help in professional growth and succession planning.
• Performs account research to assist with system level initiatives or requests (e.g., customer complaints, incorrect estimates, administrative write-offs.)
• Monitors financial performance by ensuring financial conversations and collection attempts. Ensures budget targets are met or exceeded by monitoring overtime and adjusting staff to department volumes.
• Reinforces, administers, and handles escalation requests for complex system and Revenue Cycle policies. Examples include Cash Handling, Financial Assistance, Point of Service, Out of Network, Limited Plan, and Outpatient Valid Orders.
• Coordinates applicant interviews, hiring, disciplinary actions and performance reviews.
• Serves as a functional team member for Access Services and Revenue Cycle Operations. Participates in designated committees, workgroups, and meetings as directed. Assists facility and Revenue Cycle leadership when the Director is absent. Acts as the first contact during a disaster, facility, or revenue cycle emergency.
• Maintains current knowledge of industry standards affecting areas of responsibility including federal and state regulations, compliance, and complex payer requirements.

Key Success Factors

• Requires professional knowledge of general insurance terminology to include, but not limited to, governmental and commercial payers.
• Excellent written and verbal communication skills.
• Proven ability to problem-solve, perform critical thinking.
• Requires excellent listening and communication skills, and professional telephone etiquette.
• Maintain a professional demeanor in a stressful and emotional environment. This includes crime, behavioral health, suffering patients, and life or death situations.
• Must show high empathy and communicate well with patients and families during trauma. Demonstrate exceptional customer service skills.
• Requires personal accountability and ability to hold others accountable.
• Proficient typing and keyboarding skills. Excellent computer skills and proficiency in all Microsoft Office products (Excel, Word, PowerPoint).
• Works autonomously and self-starter.
• Ability to maintain patient confidentiality in accordance with HIPAA guidelines.

Qualifications

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - 2 Years of Experience