Patient services manager job description

Job: Patient Access Manager

This position is tailored to a dynamic leader who has proven skills in the management of the functional areas in Admissions, Financial Counseling and PBX as well as Concierge Services. The Patient Access Manager works in cooperation with the Director to ensure patient registrations are accurate, timely and within the established guidelines and regulations. This position assists in the development, implementation and success of goals and targets and is responsible for the overall success of the Patient Access team. The ideal manager has experience in coaching, leading and mentoring team members to success as well as implementing corrective action as required.

Qualifications:

* Education: High School diploma required.
* Licensure/Certification: CAHAM certification preferred.
* Experience: Five years supervisory or leadership experience in a hospital Admitting Department. Requires a demonstrated track record of leading, training, and interacting with others to impact good registration data. Demonstrates proficiency with Microsoft Office Products.

Essential Functions:

* Recruits, hires, trains and provides organizational support for the key areas including admissions, Concierge, Financial Counseling and PBX services.
* Accepts responsibility for the accurate and effective preregistrations, demographic data collection, financial counseling, census reconciliation, cash management controls, point of service collections, and quality controls which will result in better cash flow performance
* Recommends and implements appropriate policies and procedures to enhance the registration process. Integrates corporate and Revenue Cycle initiatives into daily hospital operations to ensure effective financial performance
* Informs management regarding issues and concerns affecting efficiency, productivity or morale as it relates to those assigned area.
* Operates areas of responsibility within budget.
* Maintains confidentiality of all hospital data.
* Responds to issues of harassment and discrimination per company policy.
* Completes employee evaluation(s) in a timely manner per company policy.
* Monitors effectiveness of on-site vendors and business partners such as eligibility vendors. Reconciles vendor reports to hospital reports.
* Manages process to ensure updated materials are available for patients and families regarding financial information and admitting practices.
* Responsible for keeping all policy and procedures current and available to staff.
* Ensure staff are trained and cross trained to ensure appropriate coverage.

At Bakersfield Heart Hospital, our patients are family. Healthcare is constantly evolving, our growing organization is devoted to ensuring that each person in our care feels safe. Our world-class team of driven, passionate healthcare professionals are always focused on service excellence and providing top quality care at the bedside. If you share our values, we want to hear from you!

Competitive Pay. Full Suite of Benefits.

Bakersfield Heart Hospital is committed to the safety and wellbeing of our team members and patients. Therefore, we require that all team members receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October - March each year), etc. as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.

This position works with colleagues of the Admission, Discharge and Transfer Team to create a seamless system of access enabling the right patient in the right bed, at the right time on the right service.

Reporting to the Director of Clinical Operations, Nursing, this position works collaboratively with all disciplines and departments including the admitting office. Triages, prioritizes and manages transfers and assists with the assignment of all inpatients, observations and surgical day patients to inpatient beds. Works with attending physicians, House Officers, nurse managers, charge nurses, unit coordinators, and case managers. Collaborates with the Medical Director to triage patient access and ensure appropriate patient placement based upon the patients' clinical needs. Also assists with the establishment and maintenance of standards for appropriate bed and resource utilization and patient flow.
PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS:

Collaborates with the Medical Director, Case management, Hospitality, and the patient placement team to ensure barriers to throughput are identified and eliminated as they arrive.

In collaboration with the Center for patient placement (CPP) team membership:

Interacts and collaborates with attending physicians, house officers, nursing and admitting staff to identify upcoming discharges, admissions, and transfers on an ongoing basis 24/7.

Interacts and collaborates with physicians, nursing staff and admitting staff to triage and secure appropriate adult ICU beds and adult and pediatric inpatient beds.

Receives phone calls from outside facilities in search of patient access and works diligently with the CPP team to support timely access to patients within and referred to the Medical Center.

Communicates with CPP team regarding the prioritizing of bed assignments and ensure clinical appropriateness of assignments.

Facilitates bed meetings, when necessary and coordinates information shared to maximize efficient patient flow.

Facilitates all transfers/direct admissions to ensure appropriateness of admissions, in relation to the most appropriate level of care, bed availability and timeliness of transfers.

Communicates with the Emergency Department attending and Emergency Department nurse manager/charge nurse regarding inpatient, telemetry and ICU bed availability.

Role models service excellence to all areas consistently.

Develops processes to ensure optimal bed management operations and organizational throughput.

Participates in giving a detailed hand-off to oncoming CPP team membership to ensure continued patient flow.

Participates on hospital committees and quality initiatives pertaining to patient flow and throughput.

Coordinates with the CPP team, Critical Care Units, and the Emergency Department to develop and gain efficient systems to maximize access to the Medical Center.

Recommends system changes based on data themes.

Studies themes or trends in data overtime to adjust systems to maximal efficiencies and report results within Operations Council on a quarterly basis or as requested.

May perform other job related duties as required or assigned.

Responsibilities

The Patient Services Systems Manager, reporting directly to the Sr. Director of Operations, serves as the primary point of contact for the customer relationship management (CRM) tools and assists staff in navigating the CRM and in designing/creating processes for efficient use and reporting. In this role, you will manage consultant staff and ensure patient-facing staff of Patient Navigation and Business Services are well supported. You will also ensures the functionality and oversight of the International Telehealth Programs and all second opinion programs, domestic and international. The Manager and team are responsible for the streamlined process of all scheduling, referral, record review activity, and patient escort activity.

As our Patient Services Systems Manager, you will also be responsible for planning and maintaining the functionality of all systems utilized by the department, including the Salesforce CRM, patient intake forms through Qualtrics or other tools, integrity of EPIC integration, and other financial systems to ensure PNBS can function seamlessly. You will oversee all analytics and Tableau dashboard management in PNBS and will be responsible for standing up processes and procedures for supporting coordination and scheduling for any new patient populations.

Qualifications

+ Bachelor's Degree required or equivalent experience. Master's or Advanced Degree preferred (MHA, MBA, JD or equivalent)

+ Demonstrated experience administering Tableau, Salesforce, and Redcap instruments required.

+ 10 years of experience with increasing responsibility in a healthcare setting required.

+ Fluency in specific regional language strongly preferred

+ Experience working in international healthcare operations, strategy, and program development preferred.

+ Prior team management experience required.

+ Thorough understanding of elements of health care delivery including strategy, business planning, operations, accreditation standards and financial conditions required.

+ Strong ability to work collaboratively with medical staff and leadership.

+ Demonstrated ability to establish and maintain effective relations with the medical staff and management team to foster and promote the goals of the UCLA Health System.

+ Demonstrated ability in diplomacy, discretion, tact and sound judgment, and the ability to maintain confidentiality.

+ Proven ability to build and maintain relationships with external clients and partners

+ Ability to communicate effectively special processing requirements of health plans or embassy sponsors to physicians and administrative personnel.

+ Demonstrated experience and skill in managing a multi-function staff covered by diverse personnel policies and contract, including assessing and developing staffing needs and plans.

+ Demonstrated skill in recruiting, selecting, training, supervising, evaluating, and disciplining all levels of staff employees

UCLA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person's unique achievements and experiences to further set us apart.