Patient Access Manager - Manning Family Children's

Patient Access Representative

Your job is more than a job

This job description is intended to describe the general nature and level of work performed by employees assigned to this department. This is not an exhaustive list of all duties and responsibilities, and LCMC Health reserves the right to amend and change responsibilities to meet organizational needs as necessary.

General Duties

• Monitors all patient access processes generally and individual workers specifically to ensure compliance with the department policy and procedures.
• Manages key revenue cycle performance work queues impacting claims.
• Serves as a backup for Patient Access Staff as needed to ensure continuous business operations.

Complete administrative responsibilities timely and accurately:

• Demonstrates accountability for responsibly managing resources by completing work on time and uses supplies as appropriate.
• Prioritizes the needs of both internal and external customers.
• Verifies staff's work, verifying quality, ensuring that deadlines are met, and that the organization's standard operating procedures are adhered to. Conducts audits to insurance compliance.
• Participates in staff recruitment, scheduling, and performance management.
• Ensures communication is maintained with the Director/Leader in regard to any unusual and/or significant issues that may affect patient satisfaction, timeliness of service, or reimbursement or patient flow.

Maintain organization training and education requirements as well as compliance related audits, reviews, and assessments as necessary:

• Guides individuals and teams towards priorities. Clarifies roles and responsibilities of others.
• Coordinates resources to meet objectives, cascades goals down to staffs' annual objectives.
• Stays knowledgeable on changes imposed by all governmental and commercial payers, as well as federal and state laws impacting healthcare.

Manage staff performance and department/assigned area metric performance:

• Accurately assesses strengths and needs of employees. Provides timely specific feedback and helpful coaching.
• Provides challenging assignments and opportunity for development. Ensures metric based goals are met or exceeded.

Monitor/manage assigned areas patient flow to identify opportunities to improve, modify, and/or resolve any issues that may occur in a proactive manner:

• Provides on-the-job training to the Patient Access Representatives.
• Resolves escalated patient/account issues.
• Participates in continuous process improvement initiatives.
• Directs and coordinates all check-in, check-out, and financial services activities within the department.

Handles other duties as assigned effectively and efficiently:

• Participates in department meetings. Participates in continuing education training.
• Provides feedback to managers and directors on process improvement opportunities.

Education Qualifications

Required:

High school diploma or equivalent

Preferred:

Bachelor's Degree or higher or CHAM, CHAA certification as a Medical Assistant or other medical specialty-based certification.

Experience Qualifications

Required:

5 years of experience total, in a customer service relation position such as hospital, clinic, medical office, business services/revenue cycle, front line registration, financial counseling, banking, or hospitality, including 3 years of direct patient access experience.

Preferred:

4 years of prior experience as a Patient Access Representative, preferable in a Hospital, ED, and/or Bed management setting.

Knowledge of EMR's and the ADT functions of a hospital as well as a good understanding of payor guidelines.

Knowledge, Skills, and Abilities

• Proficient in the use of personal computers and associated software applications (Excel, Word, email functions).
• Ability to learn new systems associated with the responsibilities of various functional areas.
• Must be able to effectively manage staff, to include time and attendance, disciplinary action, quality assurance, and performance monitoring and feedback.
• Experience accomplishing responsibilities with little supervision and maintaining confidentiality.
• Cognitive skills required in order to determine job priorities and work self-directed with minimal supervision.
• Ability to exercise good judgement in handling difficult situations as well as the ability to problem solve or identify when to escalate issues.

Reporting Relationships

• Does this position formally supervise employees? Yes

Functional Demands

• Sedentary: Very light physical requirements- Sedentary Work- Exerting up to 10 pounds of force occasionally (occasionally means activity or conditions exist up to 1/3 of the work day), and/or, a negligible amount of force frequently (frequently means activity or condition exists from 1/3 to 2/3 of the work day) to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Physical Demands

• Sitting - Continuous (67-100% of day)
• Standing - Occasional (0-35% of day)
• Walking - Occasional (0-35% of day)
• Climbing (e.g., stairs or ladders) - Occasional (0-35% of day)
• Lifting Floor to waist level: 0-10lbs - Occasional (0-35% of day)
• Lifting Floor to waist level: 10-20lbs - Occasional (0-35% of day)
• Lifting Floor to waist level: 20-50lbs - Occasional (0-35% of day)
• Lifting Floor to waist level: 50-100lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 0-10lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 10-20lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 20-50lbs - Occasional (0-35% of day)
• Lifting Waist level and above: 50-100lbs - Occasional (0-35% of day)
• Carrying objects - Occasional (0-35% of day)
• Push/pull - Occasional (0-35% of day)
• Twisting - Occasional (0-35% of day)
• Bending - Occasional (0-35% of day)
• Reaching forward - Occasional (0-35% of day)
• Reaching overhead - Occasional (0-35% of day)
• Wrist position deviation - Frequent (36-66% of day)
• Pinching/fine motor activities - Frequent (36-66% of day)
• Keyboard use/repetitive motion - Continuous (67-100% of day)
• Talk or hear - Continuous (67-100% of day)

Sensory Requirements

• Near Vision - Accurate 20/40
• Far Vision - Accurate 20/40
• Hearing - Accurate

Occupational Exposure Risk Potential

• Bloodborne pathogens - Not Anticipated
• Chemical - Not Anticipated
• Airborne communicable diseases - Not Anticipated
• Extreme temperatures - Not Anticipated